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The legal warranty
The legal warranty covers product conformity defects existing at the time of delivery. It protects you if the product is defective, does not work as intended or does not match its description.
The legal warranty is valid for 2 years from the date of purchase or delivery of the product.
If you notice a problem, contact our customer service specifying your order number and describing the defect. We will let you know the steps to follow. You can also visit one of our stores to open an after-sales service file.
No, the service provided (repair, replacement or refund) is free of charge if the defect is covered by the warranty.
If repair or replacement is not possible, you may obtain a full or partial refund depending on the situation.
No, it does not cover damage caused by misuse, accidents, or normal wear and tear.
Garantie contractuelle - Professionnels
For professional customers, a contractual warranty applies. It covers manufacturing defects for a period of 2 years, provided that the product has been used in accordance with the manufacturer's recommendations.
The following are excluded from the warranty:
● Defects caused by abnormal, intensive, or improper use
● Damage caused by external factors (accident, impact, moisture, etc.)
● Normal wear and tear or defects resulting from lack of maintenance
● Repairs or modifications carried out without prior agreement
The commercial warranty
The commercial warranty is an additional warranty offered by certain brands, complementing the legal warranty. For example, some brands offer extended warranties such as 5 years or even lifetime coverage, depending on their terms and conditions.
The legal warranty is mandatory and governed by law.
The commercial warranty, on the other hand, is optional and offered by the brand. It may provide additional benefits such as a longer duration or specific services.
The duration depends on the product and the brand. It is generally indicated on the product page or in the brand's warranty terms.
No, it does not cover damage caused by misuse, accidents, or normal wear and tear.
Repair service
We offer specialised repairs for outdoor and technical equipment, including:
● Resoling of hiking boots
● Resoling of climbing shoes
● Repair of eyelets, seams and rand
● Repair of heat-sealed seams
● Patches
● Repair or replacement of zips / sliders
You can submit a repair request by contacting our customer service or by bringing the item directly to our store.
Yes, once your request has been validated, we will send you the shipping instructions.
For in-store handling, we ask you to leave the item with us on-site.
No, our repair service is chargeable.
Repairs are carried out based on a quote drawn up by our partner workshops.
This quote will be communicated to you and you are free to accept or decline it.
The timeframe depends on the type of product, the nature of the issue, and the workshop's workload.
On average, a repair takes between 4 and 6 weeks.
Yes. You can track the progress of your request via your customer account, by contacting our customer service or directly in store.
You will be informed by e-mail and the product will be returned to you.
Please note that the handling fees and shipping costs are non-refundable if the product has already been sent to the workshop.