Warranty

Duration and Scope

• Comprehensive 2-Year Warranty: PurePeak provides a 2-year warranty on the PurePeak Ultra 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

Time Frame

• 30-Day Satisfaction Guarantee: We offer a 30-day return policy from the date of receipt for customers who are not fully satisfied with their purchase.

Conditions

• Product Condition for Returns: Products must be returned in unused condition, with all original tags, accessories, and packaging. Items that have been used, altered, or damaged by the customer will not be eligible for a refund or exchange.
• Responsibility for Shipping Costs: The customer is responsible for return shipping costs unless the product is being returned due to our error (such as incorrect item shipped or product defect upon arrival).

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.