Complaints and manufacturer's warranty

You can make a claim if a product has a quality defect caused by material or manufacturing faults. 

Proceed as follows:

1.  If you spot a defect or fault on one of your products …


2.  … please take a photo and describe the defect as closely as possible.  


3. Send the photos and description to our Customer Service.


4. As soon as your case has been processed by our complaints department, you will be informed. Please note that this may take a few days.

Note:

• The warranty covers material and manufacturing faults and varies between products and manufacturers. You can submit a claim if a problem occurs during proper use within the warranty period. The warranty period is limited to 2 years within the EU.
• If the manufacturer considers your claim to be unjustified (not caused by a material/manufacturing defect, but by improper use) they will return the product to you.
• If the manufacturer accepts your claim, they will release a credit, which will be added to your customer account. You can use it for your next order. Please note: this credit cannot be paid out in cash.

EXCLUSIVE BLUE TOMATO SERVICE

Your product is broken, but you don’t want to throw it away, because you care about the environment as much as we do? 

• Our warranty department has a wide range of spare parts for all brands that we offer. They can have a look at your product (e.g.: a broken snowboard binding or a jacket with a broken zipper) and fix it with new replacement parts. This is much quicker than sending it to the manufacturer for repair, which can take up to six weeks. 
• Our colleagues in the Blue Tomato Shops also have spare parts and can order more from the warranty department if needed. They can even repair certain items in-shop.
• For clothing and watches we offer third-party repairs, which still have a much shorter waiting time than sending your product to the manufacturer. Please contact our Customer Service for more information. 

Please note: You can no longer make use of the manufacturer’s warranty after a repair. However, you will always receive replacement parts or a repair at a tailor from us. After all, we don’t want your environmentally friendly choice to bring any disadvantage to you.