Customer Support FAQ

Below are answers to some of the most commonly asked questions we receive. If you can’t find the answer to your question here, please email  or call us at 801.926.1500.

 

 

  • What is Petzl's warranty procedure?

All warranty determinations will be made by Petzl's After Sales Service department. A Return Authorization (RA) number is required for all returns. Products sent to Petzl without the proper RA number may be returned to the sender.

Every Petzl product is marked with a manufacturing date on it. Using this date, our After Sales Service staff will determine if a particular product is within the warranty window. If it is, Petzl America will perform any necessary repairs or replacements at no charge to you. If it is repairable, we will repair and return it as soon as possible. Items that cannot be economically repaired will be replaced.

Please follow these directions if you wish to send us something for Warranty evaluation:

  1. Email Petzl’s Warranty & Returns department (returns@petzl.com) with the name of the product, a brief description of the trouble you are having and your contact information (name, shipping address and phone number).
  2. We will respond to you within 2 business days with either troubleshooting tips or a Return Authorization number and an address to send your return to. This RA # is valid for one month from the date of issue.
  3. Ship us the product in question, with the RA number clearly marked on the outside of the package. Petzl America does not cover shipping costs to return defective product but will cover costs to transport repaired or replaced product to you.
  4. Within 2 business days of receipt of the product, we will make a warranty/repair evaluation and contact you with our findings to discuss options and inform you about the turnaround time.

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  • What is Petzl’s warranty policy?

All Petzl Products are guaranteed for three years against any faults in materials or manufacturing. Limitations of the guarantee are as follows: normal wear and tear, modifications, improper storage, or corrosion. Equally excluded from the guarantee is damage due to accidents, negligence and uses for which the product was not designed. Petzl America will repair or replace defective merchandise at its discretion.

Any products that are not functioning due to a manufacturing defect or flaw in materials and are within the three-year warranty window fall under the warranty. Excluded from the warranty are normal wear (such as helmet damage due to impact) and user neglect or abuse including, but not limited to: corrosion, improper care and cleaning, damage due to use for which the product was not designed, and equipment abuse.

Our policy is to repair or replace product; credit is awarded only in exceptional circumstances.

If the product manufacture date falls outside the three-year guarantee limit, or if the damage is due to user neglect or improper usage, the Warranty Department will contact you to discuss repair options and possible charges. You will not be charged without your consent.

The Petzl warranty is null and void if the product has been modified or altered in any way, including, but not limited to: removal of a harness’s identification tags, helmets with stickers or marked with a marking pen, etc.
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  • Do I need to register my Petzl product?

No. There is no need to register product with Petzl.
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  • What model of headlamp do I have?

To help identify the model of headlamp you own, please check our headlamps section.

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  • What is the lifetime of my Petzl product?

Equipment deteriorates progressively with use. It is difficult to give a precise lifetime because it depends on the environment and the manner in which it is used. An exceptional event can reduce the lifetime of the product to one single use; for example, if it is exposed to any of the following: chemicals, extreme temperatures, sharp edges, major fall or load, etc. The potential lifetime of Petzl products is as follows: up to 10 years from the date of manufacture for plastic and textile products. It is indefinite for metallic products. The actual lifetime is influenced by a variety of factors such as: the intensity, frequency, and environment of use, the competence of the user, how well the product is stored and maintained, etc.
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  • How do I know how old my Petzl gear is?

TIKKA Series

Open the headlamp’s battery compartment. On the inside of the part connected to the headband will be a small circular stamp that looks like a clock. In the middle of the circle will be a two digit number; this is the year the headlamp was manufactured. In a circle around the year will be the numbers 1 to 12. An arrow will be pointing at one of them; this is the month the lamp was manufactured.

MYO Series

Pull back the headband from the light housing (where it would be in contact with your forehead). Under the band will be a small circular stamp that looks like a clock. In the middle of the circle will be a two digit number; this is the year the lamp was manufactured. In a circle around the year will be the numbers 1 to 12. An arrow will be pointing at one of them; this is the month the lamp was manufactured.

DUO Series

Unscrew the gray bezel around the light housing counter-clockwise. In between the LEDs and halogen bulb will be a small circular stamp that looks like a clock. In the middle of the circle will be a two digit number; this is the year the lamp was manufactured. In a circle around the year will be the numbers 1 to 12. An arrow will be pointing at one of them; this is the month the lamp was manufactured.

Personal Protective Equipment (PPE)

All Personal Protective Equipment (PPE) comes with a manufacturing date on the product. It may be seen on a technical tag (seen on most harnesses), or you may see this date on stamped into the plastic of the product or stamped onto the metal or aluminum frame of your product.

This manufacturing date will be identified by 5 digits followed by a letter (EX. 05323H). In this example your product was manufactured in 2005 on the 323 day of that year. It was inspected by H (this is the first initial of the inspector).
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  • How do I properly maintain my Petzl equipment?

To properly maintain your Petzl equipment, follow the maintenance directions in the Information For Use (IFU) notice that was included with the product. If you no longer have the technical notice, they are available online. Find the product in question on our site and download the IFU from the individual product page. Be sure to download both the General and Specific notices.

To help maintain and inspect Personal Protective Equipment, please go to the PPE Inspection section of the website.

If this doesn't answer your questions, please do not hesitate to contact Petzl’s Warranty & Returns department at (801)926-1500.
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  • The LED’s on my MYO headlamp do not light up but my halogen works. How can I fix this?

Check that the batteries are properly installed with respect to their polarity. If the batteries are in backwards, the halogen bulb will work but the LEDs will not. Follow the order and position as indicated on the battery case. If you are still having problems, please contact the Warranty & Returns department.
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  • Where can I find out about spare parts?

A spare parts list is available here.

If your local retailer does not have the parts you are looking for, check our online dealer list for other sources of spare parts. Or contact Petzl Customer Service at: (801)926-1500.
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  • My headband has lost its elasticity; can I get a new one?

Yes, spare headbands are available. Below are the part numbers:
- For the TIKKA series of headlamps, the part number is E43999.
- The ADAPT headband part number is E00100.
- For all other lamps the headband part number E04999.

To purchase a new headband, contact Petzl Customer Service at: (801)926-1500. Or check our online dealer list for other sources of spare parts.
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  • Where can I find information about product recalls, safety alerts, etc?

Information about product recalls and safety alerts can be found in the News section of petzl.com. If you think have a product that may be concerned, please contact Warranty & Returns at (801)926-1500.
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