Warranty & Repair

Warranty & Repair

Recreation Outfitters Inc handles the warranty for the brands that we distribute in Canada and the USA. Each brand has its own warranty policy and these are outlined below. Please follow the appropriate warranty policy and if you feel your item meets the criteria outlined in the brand policy, fill in the warranty form at the bottom of the page with as much detail as possible. One of our team members will process your claim and determine if a repair or replacement is in order.

Brand specific warranty details.

Warranty

ROI Recreation Outfitters Inc. (ROI) is the exclusive distributor of Colltex Climbing Skins and accessories in Canada.  ROI warranties Colltex Climbing Skins and accessories sold by Authorized Retailers in Canada

Colltex climbing skins and accessories are made to explore the backcountry without worry from defects, that’s why Colltex offers a 2-year manufacturers warranty to the original owner of their products.

We work very hard to design and manufacture the best climbing skins on the market. Even though we stand behind our products, there are times when our warranty does not cover failures, below is a list of cases when our warranty is not applicable.

WARRANTY LIMITATIONS:

  • Normal wear and tear.
  • Item tampered, modified or repaired by a third party.
  • Item improperly trimmed to fit.
  • Improper and/or extreme use of the item.
  • Poor and/or incorrect maintenance compared to what is indicated on the user manual included with the item.
  • Contact of the item with harsh chemicals
  • Contact with heat sources.
  • Damage caused by animals.

Warranty Handling Procedure

If you have read through this warranty disclaimer and feel that your item falls within these parameters, the next step is to fill out the Warranty Claim Form and submit it to our customer service team. It is important to be as detailed as possible.

NOTE! Before the item is sent back, all claims must be approved and the Return Authorization Number (RA#) must be included on the return packaging. This helps to quickly and precisely identify the claim and match it with our records.

Climbing Skins to be returned must be newly cleaned of dirt and debris. For the safety of the person(s) handling the item, we will refuse any products which have not been cleaned.

If a product is worn out, heavily damaged, improperly trimmed or has been modified from its original state (regardless of age), it is not considered a warranty matter. In this case we can help you find a way to repair your item. For more information on how to care and maintain your Colltex Climbing Skins, please follow this link.

Care & Maintenance

Ski skins should be regularly checked and maintained, just like the skis themselves. This ensures good gliding and prevents snow build-up.

  1. Use ‘eco skin-proof’ every 3-4 ski tours to waterproof your ski skins.
  2. The “express universal wax” and the “natural skin+ski wax” are intended for use on the move. Note: When attaching the skins, it is best to press them directly down on the ski with a block of wax by stroking downwards from the tip (in the direction of the pile).
  3. When you detach the ski skins, immediately protect the adhesive surface with the protective net or the “pro-skin sock”.

For further advice, see “10 Ski-Skin Tips” below. Colltex wishes you good gliding with no snow build-up.

Deuter Promise

Deuter Warranty/Deuter 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.

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 the tenants of Deuter’s commitment 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 the 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.













    Warranty

    In the event of manufacturing defects or faulty seems, zips, yarns etc, Devold offers a 2-year manufacturers warranty to the original owner of the garment. This applies to all Devold products. The warranty does not apply to normal wear and tear or faults due to incorrect use, abuse or if a garment has been cleaned with harsh chemicals.

    If you feel that your garment warrants a claim, please fill out the warranty form with as much information as possible. Include clear, high-resolution images, so we can best help you with a resolution.

    We will do our best to resolve your claim in a timely manner. When/if you need to contact us about your claim, have your RA# at hand or include it in the comments section of your email to [email protected] and someone will get back to you as soon as they can.

    Warranty handling procedure

    NOTE! Before the piece of clothing is sent back, all claims must be approved and the Return Authorization Number (RA#) must be included on the return packaging. This helps to quickly and precisely identify the claim and match it with our records.

    Products to be returned must be newly washed. For the safety of the person(s) handling the garments, we will refuse any products which have not been washed. This is very important for reasons of hygiene and to help keep unwanted pests (moths etc.) that could damage other garments in our facility.

    If a product is worn out, heavily stained or has been modified from its original state (regardless of age), it is not considered a warranty matter. In this case, please review the repair & care instructions here.

    Repair & Care

    Need to repair your wool garments? It’s easier than you think. Let the experts at Devold give you a few useful tips.

    We all have a few wool favorites in our drawer that never go out of style. Some woollen garments may even have sentimental value, because they’ve been part of so many great experiences, and kept us warm for season after season.

    “You should always try to repair the garments you love,” says Devold Designer Christine Haralstad-Sindum.

    The wool garments we make at Devold are made to last in terms of quality and design. But wool is a sensitive material, and a zipper or Velcro caught in it can cause holes, a seam can fray or wear out, and you end up with holes in your favourite garment. But don’t worry, repairing holes in your wool garments doesn’t require much more than a needle and thread.

    Get detailed instructions on how to mend your Devold wool garment here.

    Read more about the care and maintenance of your merino wool garment in The Newsroom.

    Warranty

    ROI Recreation Outfitters Inc. (ROI) is the exclusive distributor of Fubuki Boots in Canada.  ROI warranties Fubuki Boots sold by Authorized Retailers in Canada. ROI does not warranty boots purchased directly from Fubukiboots.com, please see below for more details.

    FUBUKI warrants their products to be free from defects in workmanship and materials, under normal use and conditions, for a period of 3 years from the date of purchase. FUBUKI agrees, at its option during the warranty period, to repair any defects in material or workmanship or to furnish a repaired or refurbished product of equal value in exchange without charge (except for a fee for shipping, handling, packing, return postage, and insurance which the customer will incur). Such repair or replacement is subject to verification of the defect or malfunction and proof of purchase as confirmed by showing the model number on the original dated sales receipt.

    WARRANTY LIMITATIONS:

    This warranty does not include:

    • Material malformations caused by overexposure to direct heat (such as heat from radiators or bonfires).
    • Any condition resulting from other than ordinary wear or any use for which the product was not intended.
    • Any condition resulting from incorrect or inadequate maintenance or care.
    • Damage resulting from misuse, abuse, negligence or accidents.
    • Dissatisfaction due to buyer’s remorse.
    • Normal wear and tear.

    FUBUKI makes no express warranty or condition, whether written or oral, and FUBUKI expressly disclaims all warranties and conditions not stated in this limited warranty. FUBUKI disclaims all implied warranties or conditions, including any implied warranties of merchantability and fitness for a particular purpose. Any implied warranty of condition of merchantability, satisfactory quality, or fitness for a particular purpose is limited to the duration of the express warranty set forth above. Some countries do not allow a limitation on how long an implied warranty lasts or the exclusion or limitation of incidental or consequential damages for consumer products. In such countries, some exclusions or limitations of this limited warranty may not apply to the Purchaser. For consumer transactions, the limited warranty terms contained in this statement, except to the extent lawfully permitted, do not exclude, restrict, or modify but are in addition to the mandatory statutory rights applicable to the sale of FUBUKI’s products to the Purchaser.

    CLAIM PROCEDURES:

    If you have read through this warranty disclaimer and feel that your item falls within these parameters, the next step is to fill out the Warranty Claim Form and submit it to our customer service team. It is important to be as detailed as possible.

    If the product was purchased through fubukiboots.com, the claim should be filed with the FUBUKI support team. Please retain invoices/receipts for a minimum of three years for warranty purposes.

    Claims for defective FUBUKI products must be made within three years from the date of purchase. Claims for missing parts must be made within 60 calendar days after the merchandise is received.

    We reserve the right to specify that items be returned to the original warehouse for inspection or be inspected by our representative/dealer in the field.

    Pictures are required to claim defective products, along with a copy of the original invoice/receipt.

    If the claim is justified, the item(s) or part(s) will be repaired or replaced, or a credit will be issued. It is our policy to replace parts and repair boots whenever possible.

    Warranty Handling Procedure

    NOTE! Before the footwear is sent back, all claims must be approved and the Return Authorization Number (RA#) must be included on the return packaging. This helps to quickly and precisely identify the claim and match it with our records.

    Footwear to be returned must be newly cleaned of dirt and debris. For the safety of the person(s) handling the item, we will refuse any products which have not been cleaned.

    If a product is worn out, heavily damaged or has been modified from its original state (regardless of age), it is not considered a warranty matter. In this case, please consult a local cobbler to help with your repair.

    Warranty

    ROI Recreation Outfitters Inc. (ROI) is the exclusive distributor of Kayland footwear in Canada.  ROI warranties Kayland footwear sold by Authorized Retailers in Canada

    Kayland boots and shoes are made for enjoyment in the outdoors without worry from defects, that’s why Kayland offers a 2-year manufacturers warranty to the original owner of their footwear. This applies to all Kayland products.

    We work very hard to design and manufacture the best boots on the market. Even though we stand behind our products, there are times when our warranty does not cover footwear failure, below is a list of cases when our warranty is not applicable.

    WARRANTY LIMITATIONS:

    • Normal wear and tear of the footwear.
    • Footwear tampered, modified or repaired by a third party.
    • Improper and/or extreme use of the footwear.
    • Poor and/or incorrect maintenance compared to what is indicated on the user manual included with the footwear.
    • Contact of the footwear with chemical, organic, saline substances and sewage.
    • Contact with heat sources.
    • Damage caused by animals.
    • Damage caused by mold and mildew.
    • A rip or puncture in the waterproof lamination or sock.

    N.B. In order to keep the membrane in good condition, it is good practice to remove the footbed from the shoe after every use and take out any trail debris that may have entered, which could cause damage to the membrane and inner liner as the foot moves.

    Warranty Handling Procedure

    If you have read through this warranty disclaimer and feel that your item falls within these parameters, the next step is to fill out the Warranty Claim Form and submit it to our customer service team. It is important to be as detailed as possible.

    NOTE! Before the footwear is sent back, all claims must be approved and the Return Authorization Number (RA#) must be included on the return packaging. This helps to quickly and precisely identify the claim and match it with our records.

    Footwear to be returned must be newly cleaned of dirt and debris. For the safety of the person(s) handling the item, we will refuse any products which have not been cleaned.

    If a product is worn out, heavily damaged or has been modified from its original state (regardless of age), it is not considered a warranty matter. In this case, please consult a local cobbler to help with your repair.

    Care & Maintenance

    Full Grain Leather

    Full grain leather footwear requires careful regular maintenance to keep it comfortable and waterproof and, most importantly, to give it a longer life. We recommend removing the laces before each treatment and paying special attention to the gusseted tongue. After each use, the footwear must always be left in the open air to dry. Use a brush and hot water on the most stubborn dirt, preferably in conjunction with a special detergent like Nikwax or Grangers, and then leave to dry completely. Regular impregnation treatments are recommended to prevent water absorption, followed by the application of a wax emulsion to impregnate the leather again. The use of oil and grease-based products is not recommended and when the footwear is not being used it should first be left to dry and then stored in special bags or boxes, in a dry, airy place, with a wooden shoe-tree inside to keep the shape.

    Nubuk

    Nubuk is best cleaned with a soft bristle brush, a leather or fabric cloth, and special cleaning products. We recommend brushing after every use, using regular circular movements and never staying too long in the same spot. To remove stubborn stains, we advise the use of special liquid or spray products available on the market, which you should first apply to your cleaning cloth, then wait for the leather to dry and finally brush the area in question to remove all residue.

    Synthetic Leather

    Synthetic leather is strong, supple and easy to wash. We recommend the use of waterproofing sprays and shoe polish. For effective cleaning, we advise using a light foam specifically formulated for synthetic leather.

    Suede

    Suede needs regular treatment and constant care to prevent early aging and irremediable damage. We advise removing surface dirt by brushing the leather when dry and using a brush moistened with water for stubborn dirt. Do not use nitro-based or other degreasing products. If you wish to apply a waterproofing product, use only water and silicone-based treatments. We strongly advise against the use of products containing oils and animal fats, as well as the wearing of suede footwear in environments containing acid substances that could adversely affect the waterproofing treatment applied to the leather.

    Fabric Footwear

    Fabric footwear is particularly susceptible to water and dirt and therefore requires special treatment. First use a brush to remove most of the dirt and mud and then clean deep down using a foaming product. Repeat these steps to remove any remaining dirt after initial cleaning. Fabric should always be treated with a waterproofing product to prevent dirt from penetrating into the fibres.

    Warranty

    ROI Recreation Outfitters Inc. (ROI) is the exclusive distributor of Trezeta footwear in Canada.  ROI warranties Trezeta footwear sold by Authorized Retailers in Canada

    Trezeta boots and shoes are made for enjoyment in the outdoors without worry from defects, that’s why Kayland offers a 2-year manufacturers warranty to the original owner of their footwear. This applies to all Kayland products.

    We work very hard to design and manufacture the best boots on the market. Even though we stand behind our products, there are times when our warranty does not cover footwear failure, below is a list of cases when our warranty is not applicable.

    WARRANTY LIMITATIONS:

    • Normal wear and tear of the footwear.
    • Footwear tampered, modified or repaired by a third party.
    • Improper and/or extreme use of the footwear.
    • Poor and/or incorrect maintenance compared to what is indicated on the user manual included with the footwear.
    • Contact of the footwear with chemical, organic, saline substances and sewage.
    • Contact with heat sources.
    • Damage caused by animals.
    • Damage caused by mold and mildew.
    • A rip or puncture in the waterproof lamination or sock.

    N.B. In order to keep the membrane in good condition, it is good practice to remove the footbed from the shoe after every use and take out any trail debris that may have entered, which could cause damage to the membrane and inner liner as the foot moves.

    Warranty Handling Procedure

    If you have read through this warranty disclaimer and feel that your item falls within these parameters, the next step is to fill out the Warranty Claim Form and submit it to our customer service team. It is important to be as detailed as possible.

    NOTE! Before the footwear is sent back, all claims must be approved and the Return Authorization Number (RA#) must be included on the return packaging. This helps to quickly and precisely identify the claim and match it with our records.

    Footwear to be returned must be newly cleaned of dirt and debris. For the safety of the person(s) handling the item, we will refuse any products which have not been cleaned.

    If a product is worn out, heavily damaged or has been modified from its original state (regardless of age), it is not considered a warranty matter. In this case, please consult a local cobbler to help with your repair.

    Care & Maintenance

    Full Grain Leather

    Full grain leather footwear requires careful regular maintenance to keep it comfortable and waterproof and, most importantly, to give it a longer life. We recommend removing the laces before each treatment and paying special attention to the gusseted tongue. After each use, the footwear must always be left in the open air to dry. Use a brush and hot water on the most stubborn dirt, preferably in conjunction with a special detergent like Nikwax or Grangers, and then leave to dry completely. Regular impregnation treatments are recommended to prevent water absorption, followed by the application of a wax emulsion to impregnate the leather again. The use of oil and grease-based products is not recommended and when the footwear is not being used it should first be left to dry and then stored in special bags or boxes, in a dry, airy place, with a wooden shoe-tree inside to keep the shape.

    Nubuk

    Nubuk is best cleaned with a soft bristle brush, a leather or fabric cloth, and special cleaning products. We recommend brushing after every use, using regular circular movements and never staying too long in the same spot. To remove stubborn stains, we advise the use of special liquid or spray products available on the market, which you should first apply to your cleaning cloth, then wait for the leather to dry and finally brush the area in question to remove all residue.

    Synthetic Leather

    Synthetic leather is strong, supple and easy to wash. We recommend the use of waterproofing sprays and shoe polish. For effective cleaning, we advise using a light foam specifically formulated for synthetic leather.

    Suede

    Suede needs regular treatment and constant care to prevent early aging and irremediable damage. We advise removing surface dirt by brushing the leather when dry and using a brush moistened with water for stubborn dirt. Do not use nitro-based or other degreasing products. If you wish to apply a waterproofing product, use only water and silicone-based treatments. We strongly advise against the use of products containing oils and animal fats, as well as the wearing of suede footwear in environments containing acid substances that could adversely affect the waterproofing treatment applied to the leather.

    Fabric Footwear

    Fabric footwear is particularly susceptible to water and dirt and therefore requires special treatment. First use a brush to remove most of the dirt and mud and then clean deep down using a foaming product. Repeat these steps to remove any remaining dirt after initial cleaning. Fabric should always be treated with a waterproofing product to prevent dirt from penetrating into the fibres.

    Warranty Claim Form









      Deuter Warranty
      Fubuki Niseko Warranty
      Devold Merino Warranty
      Colltex Skins Warranty
      Kayland Warranty
      Trezeta Warranty

      Head Office / 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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