Product warranty claims

Since the Lifetime Guarantee is an extension of the legally required warranty requirement (except not “legally required” after the first two years), the claims process works in a similar way. The only special feature is a proof of product registration:

• When submitting an application for a claim with the retailer, the end consumer must prove to the retailer that the article is still covered by the guarantee. In the case of the Lifetime Guarantee, that requires proof that the product has been properly registered. End consumers can find written confirmation for a successful product registration in their customer account. That should be shown to the dealer either as a printout or as an electronic PDF.

• The retailer then submits the claim to Customer Service using the usual procedures and submits as an attachment in the email communication a screenshot or photo of the product registration.

• Customer Service then decides whether the warranty claim falls under a Lifetime Guarantee and what should then happen with the product – repair, exchange, or refund.

• Further steps of the claim proceed then as usual. Proof of product registration by email is sufficient and the retailer does not need to add any additional proof when sending in the product.

Whether we repair or exchange your product depends on each individual case. With an eye on sustainability, we always first try to repair your product. In that case, replacement parts or repairs can also have a different color or be made of other materials. Of course, it will be first discussed with the end consumer how the final product after a repair would look if it is different than the look of the original. The retailer remains in contact for this purpose not only with customer service but also with the end consumer. If a repair is not possible, then a replacement will be made available. Customer service will decide whether the product will be repaired or exchanged.

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