Ensuring you can enjoy our products on your alpine tours for years to come is extremely important to us. That’s why we offer a fairly priced repair service for damaged products even out of the warranty and extended statutory warranty.
With this service, you don’t just spare yourself and your wallet a new purchase – you also protect the mountains. Because the most sustainable product is the one we already own. Every product that we can use for 3 more months thanks to a repair reduces our carbon, waste and water footprint by 10%!

HOW TO: SUBMIT A REPAIR REQUEST

Do you want to have your ORTOVOX product repaired by us outside the warranty, for example due to accidental damage?

Then please send us a repair request via your ORTOVOX customer account:

1. Log in or register
   Log in to your customer account.
   ➤ Don’t have an account yet? Then simply register here in a few steps. 
   
   
2. Submit your repair request
   Create a service order in your customer account.
   You will be guided step-by-step through a form where you provide details about your warranty, the product damage, and your personal information. Please have photos of the product and the damaged areas ready.
   
   
3. Choose your preferred type of repair
   
   You have two options:
   ✂️ Premium Repair:
   ➤ You want the repair area to be as unnoticeable as possible and close to the original condition? Then this is the right choice for you.
   
   ✂️ Sustainable Repair:
   ➤ Here, we use – whenever possible – available leftover materials. The result: a unique color accent that makes your product one of a kind. Plus, you save 20%!
   
   

   Note: Unfortunately, we can’t guarantee both options for every repair. You can find more information further below. 

4. We review your request
   Once you’ve submitted your request, we carefully check your order.
   In some cases, we might contact you with follow-up questions.
   
   

   Please understand: Not every product can be repaired.
   After a successful review, you will receive all shipping information by email.

5. Shipping only after our confirmation
   As soon as your request has been checked, you’ll get all shipping instructions by email Important: Please only send your product to us once you have received this information. You’ll receive email updates at every step – for example, when your product has arrived at our facility.
   
   
6. Stay informed
   You’ll receive email updates at every step – for example, when your product has arrived at our facility.
   You can also check the current status anytime in your customer account for the respective order. 
   
   

Note: For hygiene reasons, please wash your product before sending it to us. If your product arrives dirty or with a strong odor, we reserve the right to return it without repair.

Premium Repair vs. Sustainable Repair

Depending on the type of damage, we offer you two repair options:

✂️ Premium Repair
Do you want the repair area to be almost invisible and as close as possible to the original condition?
Then Premium Repair is ideal for you. We use matching fabrics and spare parts whenever possible so that your product looks like new again.
Please note: For older models or special damages, we may not be able to guarantee a Premium Repair. In this case, we will contact you personally during the repair process.

✂️ Sustainable Repair
Here, we use leftover materials – fabrics and spare parts that are still available but may differ in color.
This creates a unique look with a clear statement for sustainability.
Additional benefit: You receive a 20% discount on the repair cost.
Some types of damage (e.g. pilling) do not allow for a sustainable repair option. You can recognize this by the fact that no discounted price is shown in the service order.

Note: Not every damage can be repaired For various reasons, we unfortunately cannot repair certain damages. We kindly ask for your understanding.

Repair costs

When is a repair free of charge?
If the damage is covered by our statutory warranty or the extended warranty (after product registration), the repair is free for you. In this case, please proceed as described here.

When will costs apply?
Outside the warranty, every repair is subject to a fee. This also applies to accidental damage (e.g. fall, improper care) – even if the product is still within the warranty period.

Costs for shipping to and from us
For sending your product to our repair workshop, please use a shipping service provider of your choice – you bear the costs for this.
We, of course, cover the return shipping to you.