Option 1) If you have a question or comment about the quality of a product, you can always contact your nearest A.S.Adventure store. We will then examine the product for the defect and, if necessary, process your product for further inspection.
Option 2) You can contact our customer service, who will be happy to provide you with advice based on a photo and a clear description of the defect. Should we have to return the product to the supplier, we will send you a postage label free of charge and notify the supplier as necessary.
Note: In the latter case, please identify the defect on the item or the part that is not working in a clearly visible manner. The better you do this, the better we can help you.
What conditions must be met for you to process a warranty claim?
- You must have a valid proof of purchase from A.S.Adventure (to demonstrate that it was purchased less than 2 years ago). If you used your Explore More card when purchasing the item, we will be able to find your purchase details at the cash register.
- Your item must not be showing any signs of wear or misuse (by yourself or third parties). For example, a suitcase that was damaged at the airport is not covered by the warranty; this will be an insurance case to be taken up with the airport.
- Ensure the product is clean and dry; otherwise, we will not be able to process it.
Further follow-up
A.S.Adventure’s after-sales service will contact the supplier of the product. The supplier will ultimately decide whether or not a product is covered by the warranty. If your product is not accepted for further processing under the warranty, it will be returned unrepaired or your dossier processed as an “expired warranty” dossier.
If your product is covered by the warranty, you will receive a replacement, repair, or voucher. The average waiting time is 4 weeks.
