Warranty

Recreation Outfitters Inc handles the warranty for the brands that we distribute in Canada and the USA. Each brand has it’s own warranty policy and these are outlined below.

 

Once you have read the warranty policy for your brands product then please fill in our warranty form at the bottom of the page. Please provide as much detail as possible.

Brand specific warranty details.

Deuter Promise

Deuter Warranty/PromiseDeuter Promise
At Deuter, we stand behind the quality of our products and are committed to sustainability. The Deuter Promise guarantees repairs throughout the lifetime of your favorite gear.  Find out more at www.deuter.com/promise

ROI Recreation Outfitters Inc. (ROI) is the exclusive distributor of Deuter Product in Canada.  ROI warranties Deuter Products sold by Authorized Retailers in Canada

If you are a USA customer, please contact Deuter USA

ROI does not support product purchased through unauthorized  retailers and resellers, especially online purchases, where ROI cannot guarantee that the product was purchased legitimately or is even authentic Deuter. Please protect yourself! Be sure to check the warranty policy of any seller, that they will accept warranty returns, before you buy from them. Feel free to contact us, or check our dealer list online, to inquire if the seller you are planning to purchase from is an authorized reseller in Canada.

One of Deuter’s commitments to sustainability is to build product that lasts over extended periods of use. We think about long-term durability, balanced with functionality, when we plan the design, materials and production of your product. Should you have an issue, we offer a life-long* (life of the product) repair service for your Deuter, no matter the product or timeline. Our repair service prolongs the functionality of your product, keeps it out of the landfill and gets you back on the trail. Product damaged through wear and tear or misuse may be repaired at a nominal charge.

If we are unable to perform a functional repair on your Deuter product, we will replace it with an identical piece if available, or a similar product if not, only if the reason for claim is deemed to be a defect in materials or workmanship and the product has not exceeded its reasonable usable life, as determined by ROI warranty staff. *It is important to consider that the usable lifetime of a piece of equipment can vary significantly, depending on the frequency and type of use. Equipment used 160 days a year by an outdoor guide will wear out faster than gear used occasionally by a weekend recreationalist. We take into consideration the product age, product condition, amount of use and reason for claim when assessing your product. This guarantee does not cover damage caused by misuse, improper care, animal encounters, faded fabric colors or other cosmetic changes.

Taking care of your product will ensure a longer usable lifetime. We recommend you visit our Product Care page for more information on how to clean and care for your pack.

Now, let’s get started with your repair requirement: 

  • For broken buckles, please use the “Buckle Request Form” to receive a replacement buckle free of charge.
  • For holes or abrasions to be repaired, please use the “Deuter Patch” form to request a Deuter patch, free of charge.
  • For warranty requests or questions, please fill out the Warranty Request form so that we can begin your file. Please read through the three types of purchases below to see which one your purchase applies.  This will save you time…and likely money!
  1. Deuter product purchased through a retailer
    As the Retailer may have their own warranty policy which might supersede the official (ROI) Warranty Policy. For example, it might be more convenient to drop off and pick up your item from the retailer, than shipping your item to the Deuter warehouse for repair. Or, your retailer may have a policy that includes a refund option or may be able to work with ROI to determine a solution where the product doesn’t have to be returned to the Deuter warehouse for a Warranty decision.
  2. Deuter product purchased through a retailer but returned directly to ROI for warranty.
    In this case, ROI is happy to serve the purchaser directly, but proof of purchase will be required. ROI will have to approve the warranty by observing the defective product. There is no monetary refund or credit in this case, only repair or replace with identical or closest product. ROI only supports our authorized retailers for warranty, as they deliver to consumers the best and most recent official product and product knowledge from Deuter, Germany. ROI does not support unauthorized resellers, especially online, where ROI can’t guarantee that the product was purchased legitimately or is even authentic. Please make sure that you always check the warranty policy of any seller, especially that isn’t an authorized Canadian Deuter retailer, before you buy from them. If you have a Deuter product that has a problem and is not covered by warranty, or you need a part, we may still be able to help you with a repair for a fair cost. In all cases, a Return Authorization (RA) will have to be included with your product, which will be given in response to the Warranty Application that must be filled out and submitted to get started.
  3. Deuter product purchased directly from roirecreation.com website (official ROI Distribution website)
    will already have your purchase on record, so will be easier to confirm. If you purchased your Deuter Product directly from www.roirecreation.com then fill out the form below to get started with your warranty claim.

Replacement Buckle Request Form

Do you have a Deuter backpack with a broken buckle? We can get you a replacement, but we need a few key bits of information first.

To expedite the process please locate and record the code found on the back of the buckle and complete the form below in full. If you are not able to find the buckle code, indicate the pack model and size, where the specific buckle is located on the pack and the colour of the buckle within the message area of the form.












Hestra Warranty Repair and Replacement Policy

Hestra Gloves (registered Trademark) Sport, is exclusively distributed in Canada by ROI Recreation Outfitters Inc. (ROI)

ROI warranties Hestra Sport and Sport Classic gloves, sold by Authorized Resellers in Canada.

ROI does not support product purchased through unauthorized resellers, especially online purchases, where ROI cannot guarantee that the product was purchased legitimately or is authentic Hestra. Please be sure to always check the warranty policy of any seller, that they will accept warranty returns, before you buy from them.  Feel free to contact us to inquire if the reseller you are planning to purchase from is an authorized reseller in Canada.

ROI warrants Hestra Gloves to be free from defects in materials and workmanship for the reasonable and usable life of the product [see definitions below]. ROI reserves the right to determine if the gloves meet that criteria [see additional information below].  At our discretion we will either repair or replace the item free of charge.

One of our commitments to sustainability is to build product that lasts over extended periods of use.  We think about long-term durability, balanced with functionality, when we plan the design, materials, and production of your product.  Should you have an issue, we offer a repair service. Our repair service prolongs the functionality of your product, keeps it out of the landfill and gets you back on the mountain. Product damaged through wear and tear or misuse may be repaired at a nominal charge.

If we are unable to perform a functional repair on your Hestra gloves, we will replace it, ONLY IF the reason for claim is deemed to be a defect in materials or workmanship and the product has not exceeded its reasonable usable life. It is important to consider that the usable lifetime for gloves can vary significantly, depending on the frequency and type of use. Equipment used 150 days a year by a ski patroller will degrade faster than gear used occasionally by a weekend skier.  In addition, gloves are subject to constant contact with various objects, including sharp edges and are subject to constant abrasion as part of normal use. There are some clear indications that it may have surpassed its usable life, which include the natural deterioration and constant abrasion of leather causing holes, tears or thinning to occur and/or fabrics that are faded and showing signs of abrasion or have tears.

We will cover your product under warranty until such time that we have deemed the product to be worn out beyond reasonable repair. We take into consideration the product age, product condition, amount of use and reason for claim when assessing your product for a warranty request. This warranty does not cover damage caused by extreme heat or burn holes, cuts (from skis/snowboards, knives, tree branches, falls, etc), animals, cracking or dried out leather(from not treating with leather balm), fading of leather and fabric or other cosmetic changes.

Taking care of your gloves will ensure a longer usable lifetime.  We recommend you visit our Product Care page for more information on how to clean and care for your gloves.

 

Electronics – Power Heater Glove and Mitt

Hestra and ROI warrants electronics components in our heated gloves and mitts to be free from defects and/or malfunctions for two (2) years from date of purchase.  Proof of purchase will be required to be submitted as part of your warranty claim.

  • Hestra Sport and Sport Classic gloves purchased through a retailer should be returned to the retailer for warranty. The Retailer may have their own warranty policy which might supersede the official (ROI) Warranty Policy.  For example, it might be more convenient to drop off and pick up your item from the retailer, than shipping your item to the Hestra warehouse for repair.  Or, your retailer may have a policy that includes a refund option or may be able to work with ROI to determine a solution where the product doesn’t have to be returned to the Hestra warehouse for a warranty decision.
  • Hestra product purchased through a Canadian retailer but returned directly to ROI for warranty. In this case, ROI is happy to serve the purchaser directly, but proof of purchase will be required. ROI will have to approve the warranty by observing the defective product. There is no monetary refund or credit in this case, but rather repair or replace with identical or closest available product. ROI only supports our authorized retailers for warranty, as they deliver to consumers the best and most recent official product and product knowledge from Hestra Sweden.  ROI does not support unauthorized resellers, especially online, where ROI can’t guarantee that the product was purchased legitimately or is authentic Hestra.  Please make sure that you always check the warranty policy of any seller, that they will accept warranty returns, before you buy from them.  If you have a Hestra product that has a problem that is not covered by warranty, we may still be able to help you with a repair for a fair cost.  In all cases, a Return Authorization (RA) will have to be included with your product, which will be given in response to the Warranty Application (below) that must be filled out and submitted to get started.
  • Hestra product purchased directly from roirecreation.com website (official exclusive Canadian Hestra Sport Distributors) will already have your purchase on record, so will be easier to confirm. If you purchased your Hestra Gloves directly from roirecreation.com then fill out the form below to get started with your warranty claim.

 

Get started by filling out the Warranty, Repair and Spare Parts Request Below:

ROI Hestra Product Warranty only covers product purchased in Canada info@roirecreation.com   If you are a Hestra USA customer, please contact info@hestrausa.com.

Please start your Canadian Warranty, Repair or Parts request by filling in the form below which can be filled in and submitted online, or printed.

General Contact Form


DeuterHestraDevoldTrekstaColltexDahlgren

Sales/Showroom

153 East 1st. Street
North Vancouver, B.C.
Canada  V7L 1B2

Phone: 604.982.0001
Toll free Phone: 1.877.322.3351
Fax: 604.982.0006
Toll free Fax: 1.877.322.3359

Warehouse

3058 Beta Ave.,
Burnaby, B.C.
Canada  V5G 4K4

Phone: 604.320.3350
Toll free Phone: 1.888.322.3351
Fax: 604.320.3355

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