Returns & Warranty

At Red Chili, we stand behind the quality of our products and hope that you are satisfied with your equipment. If for some reason this is not the case, we have put together a list of things to consider in the event of a return.

 

Complaints about products purchased from a specialist retailer

Bring your product and the copy of the receipt to your local retailer or send it back to the online shop where you purchased it. They will then send your product to our customer service.

Red Chili customer service will process the complaint. If the complaint is not covered by the warranty but can be repaired, a cost estimate will be sent to your retail contact or online shop. They will inform you. You can decide whether the repair should be carried out.

After the repair has been processed, our service department will send the repaired product or the replacement product back to your retail contact. The retailer's staff will contact you as soon as they receive the product.

 

Return of products purchased on the Red Chili website.

Unused and originally packaged products can be returned to Red Chili within 14 days. Items purchased from specialist retailers must be returned directly to the respective retailer.

To do so, please follow the steps below:

  1. Please complete the returns form and enclose a printed copy with your return so that we can process your return as quickly as possible.
  2. Please return unused products in the undamaged original packaging and in a suitable shipping box.
  3. Return of products that were sent to Germany or Austria: For an order value of less than €50.00, we ask you to stamp the package sufficiently and send it to the address given on the returns form (EDELRID GmbH & Co. KG; Customer Service; Achener Weg 66; 88316 Isny im Allgäu).From an order value of €50.00, you will automatically receive your return label by email from our customer service team. The return label allows you to drop off your package free of charge at any UPS Access Point.
  4. If you are a customer from other European countries, you must frank the return at your own expense and send it to the address indicated on the return form (EDELRID GmbH & Co. KG; Customer Service; Achener Weg 66; 88316 Isny im Allgäu; Germany).
  5. As soon as our customer service has received the unused products in the undamaged original packaging, we will check and process your return. As a rule, it only takes a few working days for us to refund any invoice amounts that have already been paid.

 

Complaints about products purchased from the Red Chili website.

Please clean products if they are very dirty and always enclose a copy of the purchase receipt.

Send your product with the completed complaint form and a copy of the purchase receipt to our customer service.

Red Chili customer service will process the complaint. If the complaint is not covered by the guarantee but can be repaired, a cost estimate will be sent to you. You can then decide whether the repair should be carried out.

After the repair has been processed, our service department will send the repaired product or the replacement product back to you.

 

Exchange

Unfortunately, it is not possible to exchange products that you have ordered on the Red Chili website. If you would like to exchange an item, please return it according to the process outlined above and then re-order your desired product.

 

Warranty

The safety and satisfaction of our customers is our top priority and is firmly anchored in our company philosophy. That is why we guarantee the material and workmanship of all our products. Should one of our articles show defects in material or workmanship, we will of course repair or replace it.

This guarantee does not apply to damage caused by improper use, misuse, unauthorised modifications, regular wear and tear or ageing (e.g. due to UV radiation). In addition, damage to the products (e.g. by sharp edges, rough rock, ski edges, crampons, contact with fire, etc.) is excluded from the warranty.

In such cases, we offer a repair service which will be charged. In the event of a warranty claim, the product will be properly and professionally repaired or replaced with a new exchange product.

 

Do you have any questions about returning products or the warranty?

You can reach us via our contact form. You can also find more information in our terms and conditions.