Repairs & Warranty
We have high requirements for the quality of our materials and manufacturing and strive to produce the best outdoor equipment available on the market. Our aim is that you should feel secure, safe and satisfied. We take responsibility if there should be any defects or material faults in your Klättermusen product and offer a three (3) year warranty on all of our products. Products no longer covered by the warranty or damaged through wear and tear, misuse, or neglect may be repaired at a reasonable price of 500 SEK per hour – please fill out the below form for quoting and allowing further use of your product.
Purchases made at Klättermusen
If you bought the product from our webshop or any of our pop-up stores:
Answer all mandatory fields and upload relevant pictures of the areas that need repair together with the proof of purchase. Without this information, your claim will not be processed by our service team.
Purchases made at retailers
Unfortunately, we are unable to handle claims or exchanges of Klättermusen products purchased from a retailer. If you bought your product from a retailer, please contact the retailer you purchased your product from. They will help you with an assessment and how to handle your claim. If you are Retailer, please fill out the Service & Repair Form for Retailers.
After submitted request
Once we receive your submission, we will review it and reply to you on how to proceed. Do not send your item back to us without first receiving the instruction to do so. The product you are sending to us must be newly washed. If the product or type of damage is no longer or respectively not covered by the warranty, we will send you a cost estimate before we start any repairs.
Product covered by the warranty should be either repaired or replaced at no charge. At Klättermusen, we make our best to minimize our impact on the environment. For this reason, we would always favor repair over exchange whenever this option Is available. If a product cannot be repaired, exchange is made in two steps:
- Full or partial refund depending on the damage
- The customer is then given the opportunity to place a new order on our Website
Product no longer covered by the warranty or damaged through wear and tear, misuse, or neglect may be repaired at a reasonable rate of 500 SEK per hour.
Please note that the following is not covered by Klättermusen’s warranty:
- Normal wear and tear of the product.
- Defect caused by transportation (other than initial delivery from Klättermusen to the purchaser) or storage of the product.
- Damage caused by improper use, storage or poor maintenance.
- Damages due to non-observance of the product's intended and recommended use as per our website.
- Damages due to the modifications of the product.
- Any impact caused by sharp or hard items or objects, due to torsion, compression, a fall, an abnormal impact or other actions not under Klättermusen's reasonable control and beyond the normal use of the product beyond its intended and recommended use.