Guarantee FAQs

How do I request a repair?

How do I request a spare part?

My pack has a fault. What should I do?

My pack has been accidentally damaged. What should I do?

I’ve broken a buckle. How can I get a replacement?

I cannot submit the claim form. How do I contact the Guarantee Department?

I’m not in the UK. How do I make a Guarantee claim?

I purchased my pack in Europe, but am currently travelling and need help. What can I do?

How quickly will you reply to my email?

How long does a repair take?

How clean does my pack need to be in order to be repaired?

Your All Mighty Guarantee states that should there be a defect with the pack you will repair or replace without charge within its reasonable lifetime, what is the ‘reasonable lifetime’ of a pack?

Do I need to register my pack to benefit from the Guarantee?

Who pays for return carriage to your Guarantee department?

Do I need a reference number to return my pack?

Can I return an item to one of your dealer’s stores?

I bought an Osprey product from a retailer and it is faulty. Can I send it back to you for a refund?

 

 

How do I request a repair?

 

Our Guarantee team handles all of our repair requests. Whether you have purchased directly from our website or from one of our retailers, our Guarantee team will manage your repair requests. To request a repair for your Osprey pack, please click here and follow the instructions. Once we have this information, our Guarantee Department will be in touch.

 

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How do I request a spare part?

 

Our Guarantee team handles all of our spare part requests. Whether you have purchased directly from our website or from one of our retailers, our Guarantee team will manage your spare part requests. To request spare parts for your Osprey pack, please click here and follow the instructions. Once we have this information, our Guarantee Department will be in touch.

 

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My pack has a fault. What should I do?

 

If you believe your pack is subject to a defect, please either return it to the retailer from whom it was purchased and seek their assistance or alternatively please click here to be taken to our All Mighty Guarantee page and follow the instructions. Once we have the necessary information we will be able to advise you further.

 

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My pack has been accidentally damaged. What should I do?

 

If your pack has been accidentally damaged please click here to be taken to our All Mighty Guarantee page and follow the instructions. Once we have the necessary information we will be able to advise you further.

 

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I’ve broken a buckle. How can I get a replacement?

 

In order to get a replacement buckle please click here and follow the instructions. Please include the following information when making your request:

  • A photo of the broken buckle;
  • The width of the webbing that the buckle sits on (in millimetres);
  • Is the buckle sewn into place or can a replacement be threaded onto the existing webbing?
  • The address the replacement should be posted to

We will then be able to process your request.

 

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I cannot submit the claim form. How do I contact the Guarantee Department?

 

Should you be unable to complete a Guarantee Claim Form please provide the necessary details by email to guarantee@ospreyeurope.com.

 

It would also be helpful if you could let us know what stopped you completing the form so we can investigate any problems.

 

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I’m not in the UK. How do I make a Guarantee claim?

 

If you are still in Europe please click here to visit the Guarantee page of our website and follow the instructions. If you are outside of Europe click here to find contact details for a local distributor best positioned to help with your request.

 

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I purchased my pack in Europe, but am currently travelling and need help. What can I do?

 

If you are still in Europe please click here to visit the Guarantee page of our website and follow the instructions. If you are outside of Europe click here to find contact details for a local distributor best positioned to help with your request.

 

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How quickly will you reply to my email?

 

We endeavour to reply to all emails within 24 hours of receipt however occasionally this may take a little longer. If you have not heard from us within 2 working days of sending your email or submitting a claim form please check your ‘Junk’ folder and if you have not received a reply resend your email to guarantee@ospreyeurope.com.

 

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How long does a repair take?

 

Our repair turnaround is normally 24 hours. This means that allowing for carriage you should receive your pack around a week after sending it from the UK and around 2 weeks after sending it from mainland Europe.

 

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How clean does my pack need to be in order to be repaired?

 

If you’re at all in doubt as to whether or not your pack is clean enough it probably needs to be cleaner. If you’re not sure please ask because if your pack isn’t clean enough to work with we’ll have to send it back to you. Click here for pack care instructions.

 

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Your All Mighty Guarantee states that should there be a defect with the pack you will repair or replace without charge within its reasonable lifetime, what is the ‘reasonable lifetime’ of a pack?

 

The reasonable lifetime of a pack refers to the amount of use you can expect from it. While we assess every case on an individual basis common sense suggests that a pack used every day is going to reach the end of its reasonable lifetime quicker than a pack used once year.

 

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Do I need to register my pack to benefit from the Guarantee?

 

You don’t need to register your pack to benefit, but this helps us speed up your claim and if you sign up to our newsletter as part of registering your pack you will be the first to hear about new products, competitions and other product information.

 

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Who pays for return carriage to your Guarantee department?

 

The initial cost of sending the pack to us will be covered by you. We are unable to provide a Freepost address or pre-paid return label.

 

An exception to this would be if the pack has been purchased from www.ospreyeurope.com. Should this be the case please provide your order number with your Guarantee Claim and we will be able to advise you accordingly.

 

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Do I need a reference number to return my pack?

 

Should there be a reference number for your case (e.g. after completion of a Guarantee Claim Form) we will ask you to include this in the instructions for returning your pack. If you are not asked to include a reference number with your pack we will assign one on receipt.

 

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Can I return an item to one of your dealer’s stores?

 

If you have purchased from our website, then the item(s) must be returned by post to us, using the returns label provided.

 

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I bought an Osprey product from a retailer and it is faulty. Can I send it back to you for a refund?

 

Any product bought from a retailer must be returned to the store that you bought it from and they will handle the refund.

 

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In 3 easy steps use the world’s first digital pack fitting tool.

Have someone take a full length photo of you...

Next, mark your height on the photo...

Finally, locate both your upper & lower torso points

That’s it!

You’re now sized for the entire Osprey range.

Download for free

In 3 easy steps use the world’s first digital pack fitting tool.

Have someone take a full length photo of you...

Next, mark your height on the photo...

Finally, locate both your upper & lower torso points

That’s it!

You’re now sized for the entire Osprey range.

Download for free

Download for free