In warranty cases, the Hardloop team is at your side!
One of your items looks defective? You will find below information about the warranty procedure. A product is under warranty for any manufacturing defect for 2 years from the date of purchase.
1. Opening of the warranty case
To start a warranty procedure, just send us an email to firstname.lastname@example.org with the following information:
Customer's name on the order
- Product Name
- Brief description of the defect
- One or two photos on which the defect is clearly visible
- An email confirming receipt of your request will be sent to you within 24 hours.
2. Transmission of the file to the manufacturer
Upon receipt of your request, we will send your complete file to the brand to ask it to be covered by the guarantee.
3. Time and answer of the manufacturer
We forward all requests within 24 hours to 48 hours and re-contact the brands weekly to get an answer as soon as possible. However, it may take some time for brands to respond and we ask you to be patient.
Once the response of the mark obtained, we immediately contact you to indicate the outcome of your request: in depth physical analysis of the product, repair, exchange, discount or refusal.
Depending on the response, especially for an exchange or repair, we will ask you to send the product back. In this case, the return costs are your responsibility.
4. Closing the file
The complaint is closed upon the sending of a new product, the repaired product, a credit note or the refusal of your file by the mark of your product.
Additional information on warranty conditions
The products are guaranteed for 2 years for manufacturing defects and not for non-use. The decision to take charge of the product under warranty belongs only to the manufacturer or supplier of it.
We obviously do our best to defend our customers but are not decision makers of the after-sales service of our partner brands. Thus, if a product purchased on Hardloop.fr suffers damage during the warranty period, we will transmit the information to the manufacturer concerned. It is this one who will make the decision to repair / replace your product or refuse your request. We can only respond to requests approved by the manufacturer.