WarrantyUpdated a month ago
Our Policy
The warranty coverage for your product is set directly by the manufacturer and can vary depending on the item.
All warranty claims, repair processes, and final resolutions are handled on a case-by-case basis by our support representatives in direct consultation with the manufacturer.
For Optrel products, claims should be opened directly with the manufacturer here: https://optrel.us/product-warranty-claim/
How to Submit a Claim (Including Mandatory Information)
If you believe your item is defective, the first step is to inform us about the issue. We collect all necessary information upfront to allow our team to either troubleshoot or submit a claim directly.
To proceed with your claim, please provide all of the following information when contacting us:
Order Number
Item Name (or SKU)
Brief Description of the issue you are experiencing
Serial Number: This is mandatory for helmets and welders. Some items like regulators may have a two letter code stamped on the unit instead.
Images and/or Videos of the issue, if possible.
Confirmed Shipping Address in case a replacement item or parts need to be sent out to you.
Resolution and Additional Info
Resolution: Final resolutions depend on the manufacturer's policy and the length of time you have had the product. We cannot promise a specific resolution until the manufacturer reviews the claim.
Outbound Shipping (Returning the Item): In most cases, the customer is responsible for the shipping costs associated with returning the defective item.
Inbound Shipping (Repaired/Replaced Item): In most cases, the manufacturer will cover the shipping costs of the repaired or replaced item back to the customer.
Welding Machine Repair: For welding machine repairs, we will happily assist you in finding your local authorized service facility.