All our products benefit from the statutory guarantee of conformity (2 years) and the guarantee against hidden defects, in addition to any manufacturer's warranty. See Article 9 of our terms and conditions of sale.
Is my product faulty?
Products generally come with a one-year manufacturer's warranty, but some are covered for 2 years or even for life (such as ThermARest sleeping mats or Osprey backpacks). The warranty covers manufacturing defects.
In practice, almost all after-sales requests concern products that have just been purchased, because faults generally become apparent very quickly.
We handle your after-sales requests in conjunction with manufacturers' after-sales departments. Depending on the situation, the product may be replaced with a new one (sent by us or by the manufacturer) or repaired by the manufacturer's after-sales department.
How to make a claim
To open an after-sales claim with the manufacturer, please send us all the following information using our contact form:
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Name of the person who made the purchase
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Product name
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Description of the problem and how the product was used
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Close-up photograph of the problem and photograph of the whole product (even if the fault is not visible).
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Photograph of the serial number (required for tents, backpacks, sleeping mats and sleeping bags)
This is not the barcode. You will find the serial number on labels inside the product (tent, backpack, sleeping bag) or printed on the sleeping mat. -
Address for returning the product to you
Please note that missing information will increase the time the supplier needs to handle your after-sales claim.
If your after-sales request concerns a leaking sleeping mat, submerge the mat in water to locate the leak. If you cannot submerge it, use soapy water.
Not all products have a serial number. It is sometimes shown on tents, sleeping mats, footwear and other equipment. It is generally on a label inside the product.
Here are some examples:
Thermarest sleeping mat: on the mat, below the brand name
Nemo sleeping mat: near the valve on the raised edge
Ferrino tent: label inside the tent
Once we receive your email, we forward the information to the relevant supplier, who will handle the after-sales claim.
The time the manufacturer needs to handle the after-sales claim varies depending on the problem and whether the product needs repairing.