Warranty

Duration and Scope

• Comprehensive 2-Year Warranty: PurePeak provides a 2-year warranty on the PurePeak Super Light avalanche shovel, covering defects in materials and workmanship under normal use conditions. This warranty is designed to reassure our customers of the quality and reliability of our products.
• Exclusions: The warranty does not cover damage caused by accidents, improper use, abuse, neglect, natural deterioration of material properties over time, or if the product has been modified in any way that affects its performance or functionality.

Process

• Initiating a Warranty Claim: To begin a warranty claim, customers are required to contact our customer support team at [email protected]. Please include your proof of purchase, a detailed description of the defect, and photographs if possible. This information will help us assess the issue more effectively. You can download the Warranty Claim Form to complete and submit along with your request.
• Evaluation and Outcome: Once we receive the item, our technical team will evaluate whether the defect falls under warranty coverage. If approved, we will either repair the defective product or replace it with the same or a comparable model at no additional cost to you. We strive to process all warranty claims promptly, typically within 5-10 business days after receiving the product.

Returns

14-Day Right of Withdrawal (Worldwide)

• All customers have the right to withdraw from their purchase within 14 days of receiving the product, without providing any reason.
• Returned products must be in unused condition, allowing only handling necessary to establish the nature, characteristics, and functioning of the product. If the product shows signs of use beyond normal inspection, a refund may be reduced accordingly.

30-Day Satisfaction Guarantee (No Questions Asked)

• In addition to the 14-day right of withdrawal, we offer a 30-day no-questions-asked satisfaction guarantee from the date of receipt.
• If you are not satisfied for any reason, you may return the product within 30 days for a full refund. We do not ask for justification or reasons for the return.
• The product must be returned complete, including all original components. The guarantee does not cover products that are intentionally damaged, incomplete, or returned with missing parts.
• Return shipping costs are the responsibility of the customer unless the return is due to our error.

Temporary Exception – PDG Period

• Purchases made between March 14 and April 19, 2026 are excluded from the 30-day satisfaction guarantee due to the Patrouille des Glaciers, a major international ski mountaineering race.
• Purchases made during this period remain covered by the 14-day right of withdrawal, provided the product is unused and in original condition.

Process

• How to Return: To initiate a return, please contact us at [email protected] with your order number and the reason for the return. We will provide detailed instructions and the return address. It is recommended that returns are sent via a traceable method. You can download the Return Request Form, fill it out, and include it with your return shipment.
• Refunds and Exchanges: Upon receipt and inspection of the returned item, we will communicate the approval or rejection of your refund. Approved refunds will be processed to the original method of payment within a certain number of days. If an exchange is requested, we will dispatch the replacement item promptly.

Repairs

In-Warranty and Out-of-Warranty Repairs

• Scope of Repair Services: We offer repair services for damages that occur during the warranty period and for damages outside the warranty at a cost. This service extends the life of your product, ensuring sustainability and continued performance.
• Estimating Costs: For out-of-warranty repairs, please contact us for a preliminary assessment and a quote. Costs will vary based on the nature of the damage and the necessary repairs.

Repair Process

• Sending the Product for Repair: To initiate a repair, please contact our support team at [email protected] with a description of the issue. After initial approval, send the product to the designated repair center. We recommend using a shipping service with tracking and insurance as we are not responsible for items lost or damaged in transit. You can download the Repair Request Form, fill it out, and include it with your repair shipment.

General Contact

For any inquiries related to warranty, returns, or repairs, or if you need further assistance, please reach out to our customer support team at [email protected]. We are dedicated to providing excellent customer service and ensuring your satisfaction with every aspect of your experience with PurePeak.