Service and Repair
We have high requirements for the quality of our materials and manufacturing and strive to produce the best outdoor equipment 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 year warranty on all of our products.
REPAIRS OR EXCHANGES DURING THE WARRANTY PERIOD
If you would like to make a warranty claim for material or manufacturing defects, please contact the retailer you purchased your product from. They will help you with an assessment and how to handle your claim. If you bought the product from our webshop you can get in touch with us directly. Unfortunately, we are unable to handle claims or exchanges of Klättermusen products purchased from a retailer.
Before you return a product to us, send our Service team an email. Please write a full description of the problem, together with your full address and proof of purchase. Photos of the issue are also helpful. We will reply back to you on how to proceed. Please note that products need to be clean; please wash the product before mailing it to us.
After we receive your product, we will examine if it is a material or manufacturing fault or normal wear and tear. If it is a repair case, we will contact you with a suggested cost before we start work. We repair any damage due to wear and accidents at cost price at our repair shop in Åre.
MAINTENANCE AND REPAIRS THAT ARE NOT COVERED BY THE WARRANTY
Sometimes you simply have a bad day. Your crampons tear your shell pants, you cycle into a lamp post trying to avoid a bumble-bee, or the neighbours dog gets too friendly. But don't worry, we are ready to help and provide professional repairs. We repair damage due to wear and accidents at cost price, 500 SEK per hour (including VAT). You pay the postage and packaging to send it to us and for the return postage. If you wish to lengthen or shorten pants or jacket sleeves, contact us to see what we can do to help.
Always contact us by emailing Service before sending us your product. We will reply back to you with further instructions and a cost estimate before we start any repairs or adjustments of the product.
The product you are sending to us should be newly washed and include your communication with us. In some cases, repairs that are not covered by the warranty may take longer, as we always prioritise warranty cases.
If you simply need a new buckle or other spare parts, email Service and we'll send you one. Attach a photo of the damage and try to explain as thoroughly as you can. Don't forget to include your own address.