WARRANTY & CLAIMS
1. What is your warranty policy ?
You will find the details of our warranty policy on the dedicated « WARRANTY » page
2. What do you mean by normal lifespan ?
We guarantee all our products against manufacturing faults and defects throughout their normal lifespan, with a maximum guarantee period of three (3) years for harnesses, for ice axes, ice screws and crampons. Life expectancy is highly dependent on the frequency and the conditions of use and storage. Damage to the product can greatly reduce its useful life and could require retiring it during its first use. Factors that may significantly reduce lifespan are: falls, gear dropped from height, abrasion, extreme temperatures, prolonged sunlight, corrosion, and chemical exposure. Retire your product if subject to a significant fall, if you have doubts about its usage history or condition, or if it fails any inspection points.
3. What if i have a problem with my BLUE ICE product ?
We do care and bring a lot of attention on the quality of our products. We would like to apologize for the issue. We will ask you to send us an email and provide us with as many details as you can to document your issue. Once submitted, our customer service will review your claim and come back to you within 72 hours with a solution (repair, exchange or credit note).
4. How will it take to get my claim processed ?
We’re doing our best to get back to you as fast as possible. It will depend on the issue you encountered and solution we’ll bring to you. We’ll provide you with regular updates on the status of your claim.
5. What if the issue isn't covered by warranty ?
We do care about the quality of our products and we’ll do our best to find a solution to your problem. If the issue isn’t guaranteed but product can be repaired, we’ll inform you. Repair and transport fees will be at your charge though. Please get in touch by email with us so that we can have a look at your claim.
6. A buckle of my bag is broken, the rear elastics of my harness are damaged, i need to replace some parts of my crampons, i lost the cap of my ice screw, where can i find spare parts?
You can find some spare parts on our website like crampons accessories or ice screws caps. For any other needs, please get in touch with us by email.
7. What are the defects and damages not covered by warranty ?
Failure or damage caused by improper use, carelessness or resulting from normal wear and tear or cosmetic issues which do not affect the functionality of the product are not covered by warranty such as:
- Rips, burns, holes, perforations or cuts
- Scratches, stains, discolouring or shadowing
- Personal repair or product modification or update or use of non-original spare parts.
1. Do you offer a repair service?
If damages are due to normal use or your error, unfortunately, they are not covered by the warranty. However, we offer you the option to have your product repaired at a reasonable cost through our repair services. Before any intervention, a quote will be provided for your approval. Please note that only clean and well-maintained products will be accepted in our workshop. Once the quote is approved, payment of the agreed amount will be made via bank transfer or PayPal. A detailed invoice will then be issued, along with a work order to be placed in the packaging of the product to be repaired, as well as a return label for its shipment. We invite you to consult our pricing grid for more details.
Repair time | 0,5h | 1h | 1,5h | 2h | 2,5h |
Hourly cost | 25€ | 50€ | 75€ | 100€ | 125€ |
The repair time may vary depending on the nature of the damages and the workload of our workshop. This specific timeframe will be provided on the work order you receive upon approval of the quote. We strive to process each repair as quickly as possible while ensuring quality work. Thank you for your understanding.
2. Do you ship spare parts so I can repair my product myself?
Many repairs can be done by yourself, which can often be more cost-effective and faster. We offer a wide range of spare parts such as buttons, zippers, elastic cords, and more. To order these parts or get advice on repairs, you can contact our after-sales service by email at the following address: warranty.eu@blueice.com for Europe or warranty.us@blueice.com for the United States. Delivery of parts is free. Feel free to contact us if you have any questions or need assistance with your repairs.
3. Can I repair my product even if it's old?
We are committed to extending the lifespan of our products and doing everything possible to repair them, regardless of their age. However, it is important to note that our stock of spare parts compatible with products dating back 5 years or more is limited. Additionally, in some cases, repairs may be too complex or costly. We believe in the importance of common sense in these situations and will guide you towards the best possible solution for your repair needs. For hygiene reasons, please note that only clean items are accepted, and some items, depending on their condition, may not be repairable.
4. Is there a warranty for repairs?
Yes, all repairs carried out by us are covered by a 2-year warranty. In case of a repair defect, you have the option to return the product to us, and we will repair it free of charge.
