Claims can only be made during the warranty period or the period for which the statutory warranty is extended. Find out more here: Warranty and extension of the statutory warranty: All of the important information
Outside the warranty period, you are welcome to send us a repair request.

Would you like to make a warranty claim on a product? Here, we show you how to do it step-by-step.

1. Clean the product

For hygiene reasons and out of consideration for our employees, the product to be claimed must be cleaned/washed before shipment. Please make sure to follow the care instructions on the product label.
If the product arrives uncleaned, we reserve the right to return it without processing.

 

2.Making a claim

For legal reasons, claims must always be processed where the contract of sale was concluded and the transfer of merchandise took place.

The claims process therefore differs depending on where you bought the ORTOVOX product:

🛍️ If you bought the product from a specialist retailer:
Please contact the ORTOVOX retailer where you purchased the product directly. If the retailer is located abroad or far away, we recommend getting in touch by phone or email. In this case, the retailer is the legal contracting partner with whom you must handle the claim.
The retailer will review your warranty claim and then contact us.

💻 If you ordered the product from one of our online shops (www.ortovox.com or secondlife.ortovox.com):

1. Log in or register in your customer account
   Please log into your customer account at www.ortovox.com – even if you purchased from our Second Life Shop.
   ➤ Don’t have an account yet? Then register here.
    
2. Submit a claim via service request
   Create a service request in your customer account. Click the "Book new service" button in your account or use the following link (after logging in): https://www.ortovox.com/de-en/service-card/service-order
   
   Have a photo of your proof of purchase and the affected product ready.
    
3. Our review
   Once you have submitted the service request, we will review your claim.
   After approval, you will receive an email with a shipping PDF.
    
4. Please only send your product to us once you have received the shipping information. 
   Print out the shipping PDF and include it in the package so we can clearly assign your return.
    
5. Stay informed
   You will always be kept up to date about the current processing status of your claim via email.
   You can also check the current status in your customer account for the respective order.

3. What happens to the item under claim

If the claim is justified, we will repair your product for free. A repair is always our principle aim in the interest of sustainability. Only if this is not possible will we replace or refund the product. Because our ORTOVOX SECOND LIFE products are unique, it is unfortunately not possible to replace them. If it is not possible to repair the item, we will therefore automatically refund it.

In the event of an exchange or refund we will retain the product. Please notify us in advance if you would like us to return your product to you! The refund will be made using the same method of payment you used to pay.

4. How long will it take to process my claim?

Processing normally takes 1–3 weeks. It may take slightly longer depending on the country the claim comes from and whether further queries are necessary.