Warranty & repairs

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.

Due to normal wear and tear of use, poor maintenance or modifications made to the product are not covered by the warranty.

If, despite all the care we have taken in designing BLUE ICE products, you find a manufacturing defect in your product, please follow the procedure below.

You bought your product in store

Please return it to the store, along with your purchase invoice. The store will contact us directly.

You purchased your product on blueice.com

  1. Send us a descriptive email about the defective aspect of your product, complete with explanatory photos
  2. We will then send you a Return Authorization Number and instructions for returning the product to us, which should be accompanied by the original proof of purchase. The product must be in good condition, clean and sent at your expense, with the return number clearly indicated on the package.
  3. Upon receipt of the return, if the problem is guaranteed, we will repair or exchange it, and resend it to you at our expense, if applicable.
  4. If the problem is not guaranteed but it is possible to repair it, the repair will be at your expense. We will contact you before any repair intervention. The product will then be returned to you, at your expense.
  5. We will do our best to return the product to you within 15 working days.

 

Repair services

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.

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.

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.

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.