Returns & Warranty

Product Ordered or Delivered Incorrectly? Item Damaged? The Most Important Information About Returns and Warranty for EDELRID Products.

At EDELRID, we fully back the quality of our products and hope that you are satisfied with your equipment. If, for any reason, this is not the case, we have compiled the following information for you:

Returns & Warranty

Product Ordered or Delivered Incorrectly? Item Damaged? The Most Important Information About Returns and Warranty for EDELRID Products.

At EDELRID, we fully back the quality of our products and hope that you are satisfied with your equipment. If, for any reason, this is not the case, we have compiled the following information for you:

Complaint about products purchased from specialist retailers

In case of heavy soiling, please clean the product and enclose a copy of the purchase receipt.

Take your products and a copy of the receipt to your local retailer or send it back to your online retailer. They will then send your product to our customer service.

EDELRID customer service will process the complaint. If the complaint is not covered by the warranty but the issue can be repaired, a cost estimate will be sent to the specialist or online retailer. They will then contact you and you can decide if the repair should be done.

After being processed appropriately, our service department will return the repaired or replacement product to the specialist or online retailer.

The retailer/online retailer will contact upon receipt of the product.

 

Return of products purchased from the EDELRID website*

EDELRID primarily develops, manufactures, and markets PPE products (personal protective equipment). When used correctly, these products protect users from falling while performing vertical activities. When bringing PPE products onto market, we are legally obliged to take special care. For example, the return of a PPE product requires that this product is assessed by a PPE expert before being placed on the market again. We conduct this comprehensive inspection by an expert free of charge.

We can only offer the returned product for sale again if it can be determined beyond any doubt that the returned product is free of defects, e.g., not chemically contaminated. In the interests of sustainability, we would also like to raise awareness at this point that a PPE product that has been returned, is no longer in its original packaging, but is as good as new, may have to be thrown away.

You can return unused and original packaged products to EDELRID within 14 days.

 

 Please follow these steps below:

 1. Please fill out the return form and include it with your return as a printed form so that we can process your item as quickly as possible.

2. Please return unused products in the undamaged original packaging and in a suitable shipping box.

3. Returning products shipped to Germany or Austria: If the order value is less than €50.00, please post the package with the correct postage and send it to the address specified on the return form (EDELRID GmbH & Co. KG; Customer Service; Achener Weg 66; 88316 Isny im Allgäu; Germany).

From an order value of €50.00 you will be automatically redirected to create your return label after filling out the return form. The return label will be sent to you via email and will allow you to drop off your package free of charge at any UPS Access Point.

4. As a customer from other European countries you will to cover the postage for the return shipment at your own expense and send it to the address indicated on the return form (EDELRID GmbH & Co. KG; Customer Service; Achener Weg 66; 88316 Isny im Allgäu; Germany).

5. Once the unused products are received by our customer service in the original undamaged packaging, we will inspect and process your return. We usually only take a few business days to refund invoices that have already been paid.

 

Complaints about products purchased from the EDELRID website*

In case of heavy soiling, please clean the product and enclose a copy of the purchase receipt.

Send your product and proof of purchase to our customer service.

EDELRID customer service will process the complaint. If the complaint is not covered by the warranty but can be repaired, a cost estimate will be sent to you. You can then decide if your item should be repaired.

After being processed appropriately, our service department will return the repaired or replacement product to you.

 

Exchanges

Unfortunately, it is not possible to exchange products you have ordered on the EDELRID website. If you would like to exchange an item, please return it according to the above procedure and then reorder your desired product.

 

Warranty

The safety and satisfaction of our customers are firmly anchored in the EDELRID philosophy. This is why we furnish all our products with a material and processing guarantee. In the event of one of our items showing defects in material or workmanship, we will repair or replace it as a matter of course.

This warranty does not apply to damage caused by improper use, misuse, unauthorized modifications, regular wear and tear or aging (e.g., due to UV radiation) In addition, damage to the products (e.g., caused by sharp edges, very rough rock, ski edges, crampon contact, contact with fire, etc.) is excluded from the warranty.

In such cases, we offer a repair service, the cost of which is charged to the customer. In the event of a warranty claim, the product will be properly and professionally repaired or exchanged for a new replacement product.

 

Do you still have questions about returning products or the warranty?

You can reach us via our contact form or by phone on +49 756 2981 265 (Monday to Friday, from 9:00 am to 5:00 pm CET). You can also find more information in our Terms and Conditions.


 

* applies only to products purchased directly from EDELRID GmbH & Co. KG. The return and complaint requirements of the respective third party apply for products in shopping carts on edelrid.com, which were then purchased through a third party.