In warranty cases, the Alpinstore team is at your side!
One of your items seems to be defective? Below you will find information about the warranty procedure. A product is under warranty for any manufacturing defect for 2 years from the date of purchase.
1. Opening the file
You just have to go to your Alpinstore account, in the part "Customer Relations" -> "After-Sales Service" -> "Request for return on defective products".
Customer name on the order
Brief description of the defect found
One or two photos on which the defect is clearly visible
An email confirming receipt of your request will be sent to you within 72 hours.
2. Transmission of the file to the manufacturer
As soon as we receive your request, we send your complete file to the brand of the product concerned by the defect to ask them to cover it under the guarantee.
3. Deadline and manufacturer's response
We forward all requests within 48 to 72 hours and we reactivate the brands every week to get a response as soon as possible. Nevertheless, the response from the brands may take some time and we therefore ask you to be patient. (from 4 to 8 weeks)
Once the brand's answer is obtained, we immediately get back in touch with you to let you know the outcome of your request: physical analysis of the product, repair, exchange, credit note or refusal.
Depending on the response, especially for an exchange or repair, we will ask you to send the product. In this case, the return costs are at your expense.
4. Closing the file
The complaint is closed as soon as a new product, the repaired product, a credit note or the refusal of your file by the brand of your product is sent.
Additional information on warranty conditionsThe products are guaranteed for 2 years for manufacturing defects and not for defects in use. The decision to take charge of the product under warranty is the sole responsibility of the manufacturer or supplier of the product.
We obviously do our utmost to defend our customers but we are not responsible for the after-sales service of our partner brands. Thus, if a product purchased on alpinstore.com suffers damage during the warranty period, we will forward the information to the manufacturer concerned. It is the manufacturer who will make the decision to repair/replace your product or refuse your request. We can only respond to requests approved by the manufacturer.