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 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!
- 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.
- 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.
- 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.
General Contact Form
153 East 1st. Street
North Vancouver, B.C.
Canada V7L 1B2
Toll free Phone: 1.877.322.3351
Toll free Fax: 1.877.322.3359
3058 Beta Ave.,
Canada V5G 4K4
Toll free Phone: 1.888.322.3351