Guarantee FAQs
+ 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.
+ 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.
+ 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.
+ 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.
+ Your All Mighty Guarantee states that should there be a defect with the pack we 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 a year.
+ 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.
+ 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.
+ 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.
+ Can I return an item to one of your dealer’s stores?
Returning the item to your retailer in the first instance may be the quickest way to resolve your issue, but they might not always be able to help you. If you have purchased from our website, then the item(s) must be returned by post to us.
+ 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.
