Refund Policy
1. Products Purchased via the Salewa Global Website
Return Period and Conditions
If you purchased products from the Salewa Global Website and wish to return them, you must adhere to the following regulations:
- Return Request Period: You must submit a return request within 30 days of the date you received the goods.
- Product Condition Requirements: All returned products must remain in perfect, resalable condition. Specific requirements include:
- Unworn, unwashed, and unaltered.
- All original labels and hangtags must be present, and the original product packaging must be intact.
- The product must be in the exact same condition as when received—undamaged and flawless.
Refund Process
- Once our warehouse receives and inspects the returned products, the refund amount will be credited back to your account via the original payment method used.
- Refund processing typically takes up to 30 days from the date the warehouse confirms receipt of the returned items.
Important Notes
- Currently, the Salewa Global Website does not offer direct product exchanges. If you require a different size or style, please follow the return process outlined above to receive a refund, and then place a new order for the desired item.
- Shipping costs and any other fees incurred for international returns are the sole responsibility of the customer. For specific return instructions (such as how to complete the return form, the return address, etc.), please log in to your account and visit the "Returns" page, or consult the Help Center on the Salewa website.
2. Products Purchased via Local Retailers in Slovakia
If you purchased Salewa products from an authorized local retailer in Slovakia (such as MTBIKER.shop or SportOkay.com), please follow their respective return policies; their terms and conditions may offer greater flexibility.
2.1 MTBIKER.shop (One of Slovakia's Largest Online Outdoor Retailers)
- Return Period: MTBIKER offers an extended return option of up to 100 days for Salewa products.
- Product Condition Requirements: Returned products must be in perfect, undamaged, and unused condition, with all original packaging and accessories intact.
- Return Process: You can initiate a return online by logging into your account, where the system will automatically pre-fill the relevant details. Alternatively, you may download the return agreement form, complete it, and include it with the items you are returning. - **Return Address:** MTBIKER s.r.o., Hrádok 225, 916 33 Hrádok, Slovakia.
- **Shipping Recommendation:** We recommend purchasing adequate shipping insurance for your return package to cover the full value of the goods.
- **Refunds:** Once the returned items have been inspected and confirmed to meet the return criteria, a refund will be issued via the original payment method used for the purchase.
- **Contact Information:** You may contact us via email, online chat, telephone, or by visiting the MTBIKER store in Bratislava in person.
### 2.2 SportOkay.com
- **14-Day Right of Withdrawal:** In accordance with EU consumer protection regulations, consumers have the right to cancel an order within **14 days** without providing any reason.
- **Free Returns (Exclusive to Slovak Consumers):** For returns originating from Slovakia, SportOkay covers the return shipping costs.
- **Return Process** (for Slovak consumers):
1. Place the item(s) you wish to return back into their **original product packaging**, ensuring the items remain in brand-new condition with no signs of use.
2. Fully complete the return form (return slip) and include it inside the package.
3. Affix the return label to the package and seal it securely.
4. Drop off the package at any postal service point—free of charge.
- **Free Shipping Insurance:** The return shipping fee includes shipping insurance coverage. If the value of the returned item(s) exceeds €1,000, please contact info@sportokay.com to arrange for additional insurance coverage.
- **Refunds:** SportOkay will issue the refund using the same payment method originally selected for your order and will send a refund confirmation via email. It may take up to **21 days** from the time you ship the return until the refund is credited to your account; however, the actual processing time is typically much faster.
- **Exchanges:** If you wish to exchange an item for a different size or style, the quickest method is to log in to the website and place a new order.
## 3. Defective Products and Warranty Returns
If the product you received is defective, damaged, or does not match your order, you may request a return through the warranty claim process. - **Warranty Period:** Salewa products are covered by a **two-year** warranty from the date of purchase, covering defects in materials, workmanship, and quality. If the consumer registers and activates the product via the official Salewa website, the warranty period may be extended to **three years**.
- **Warranty Claim Process:** If you believe a product contains a quality defect, please submit a claim through the "Warranty Procedure Application" category on the "Contact Us" page of the official Salewa website, or visit the store where the purchase was made, bringing along valid proof of purchase.
- **Required Documentation:** Warranty returns must be accompanied by the original sales receipt or valid proof of purchase.
## 4. Complaints and Consumer Rights Protection
You have the right to file a complaint with the Slovak consumer protection authority—the Slovak Trade Inspection (Slovenská obchodná inšpekcia, SOI). You may submit a complaint via their online platform or through their local branch offices.
*This policy is compiled based on publicly available information from the official global Salewa website and major authorized retailers in Slovakia. Return policies may vary across different retail channels; please be sure to verify the latest terms applicable to your specific channel prior to making a purchase.*