Support : Frequently Asked Questions (FAQ)

Questions most often asked by users of Petzl equipment.
If you do not find an answer to your question on this page, contact our After-Sales Service

General

  1. How do I contact Petzl?
  2. How do I find Petzl retailers around the world?
  3. How do I buy a Petzl product?
  4. How do I buy a spare part or accessory?
  5. What is Petzl's guarantee policy?
  6. Before sending a defective product to Petzl, is there a specific procedure with a file number and a return date?

PPE

  1. What is PPE?
  2. What is the inspection process of PPE?
  3. What is the lifetime of my Petzl equipment?
  4. When should I retire my equipment?
  5. How can I find out the age of my Petzl PPE?
  6. How should I store my equipment?
  7. How do I care appropriately for my Petzl equipment?

Lighting

  1. How do I identify the model of my headlamp?
  2. With what kinds of batteries can I use my headlamp?
  3. How can I find out the age of my Petzl headlamp?
  4. The LEDs in my MYO headlamp don't provide light, but the halogen bulb is working.
  5. Can I replace the adjustable headband on my headlamp?
  6. Is it possible to repair my headlamp?
  7. My headlamp provides only a little or no more light.

General

1. How do I contact Petzl?
To contact Petzl, use the contact page.
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2. How do I find Petzl retailers around the world?

Use the dealer locator to find the dealer closest to you.
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3. How do I buy a Petzl product?
Petzl does not sell directly to individuals. Only professionals and retailers may order directly.
You can find Petzl products in sporting goods and outdoor stores. Use the dealer locator to find the Petzl dealer closest to you.
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4. How do I buy a spare part or accessory?

You can download the list of spare parts (PDF format, 1.23 Mb).

For more information you can contact the Petzl Distributor in your country

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5. What is Petzl's guarantee policy?

Petzl products are guaranteed for three years against any defects in materials or manufacture.
To analyze defects in materials and manufacture, contact our After-Sales Service to get the address to which you should return the defective product in your country.
Exclusions from the guarantee:

  • normal wear
  • oxidation
  • leaking batteries in headlamps
  • modifications or alterations
  • poor storage
  • poor maintenance
  • damage due to accident or negligence
  • damage due to use of product for which it is not designed

The Petzl guarantee also does not apply if:

  • the serial number is no longer legible
  • any label has been removed from a harness
  • a helmet has been written on with a marker or covered by stickers
  • the product has been modified or repaired by a third person

If the product is covered by the guarantee, and is reparable, it will be repaired immediately and quickly returned to you. Irreparable products will be replaced.
If the product is not under guarantee, but is reparable, a repair quote will be proposed before repair. You will not be billed without your consent.
After analysis, Petzl will decide to repair, replace or return the product as is to the address you have provided. For a headlamp, please remove the batteries before sending it.
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6. Before sending a defective product to Petzl, is there a specific procedure with a file number and a return date?
For France: No, simply send the product to Petzl with your comments, and most importantly, your contact information.
For other countries: contact the Petzl distributor in your country.
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PERSONAL PROTECTIVE EQUIPMENT (PPE)

7. What is PPE?
PPE is Personal Protective Equipment, equipment worn or carried by the user.
PPE is classified in three categories:

  • Category 1: minor hazards, light mechanical impacts, solar radiation (e.g. glasses, gloves)
    EPI de catégorie 1.
  • Category 2 : serious hazards (e.g. ventilated helmets, crampons)
    EPI de catégorie 2.
  • Category 3 : major or deadly hazards (e.g. harnesses, carabiners, ice axes))
    EPI de catégorie 3.

PPE helps protect a person from deadly or serious health hazards. It includes all equipment designed for protection from long falls: rope clamps, descenders, harnesses, lanyards, webbing, slings, ropes, energy absorbers, carabiners, pulleys, swivels, rigging plates, ice axes, snow stakes and pitons. It excludes anchor points that are an integral part of a structure.

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8. What is the inspection process of PPE?
In addition to the inspection before each use, an in-depth inspection of your PPE must be carried out by a competent inspector. The frequency of the in-depth inspection must be governed by applicable legislation, and the type and intensity of use. Petzl recommends an inspection at least once every 12 months.
To help maintain product traceability, do not remove any markings or labels.
To learn more, consult the inspection advice page for PPE.
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9. What is the lifetime of my Petzl equipment?
For plastic or textile products, the maximum lifetime is ten years from the date of manufacture (See: How can I find out the age of my Petzl PPE?.)

The lifespan of metal products is not limited.
Warning: An unusual event may require you to retire a product after only one use. This may involve the type and intensity of use, or the environment in which it is used: aggressive environments, sharp aretes, extreme temperatures, chemicals...
To learn more, consult the inspection advice page for PPE.
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10. When should I retire my equipment?
A product must be retired when:

  • It is over 10 years old and made of plastic or textiles
  • It has been subjected to a major fall or load
  • It fails to pass inspection
  • Its reliability is in question
  • Its entire history is not known (e.g. found or second-hand product)
  • When it becomes obsolete due to changes in legislation, standards, technique or incompatibility with other equipment, etc.

Destroy retired equipment to prevent further use. To learn more, consult the inspection advice page for PPE.
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11. How can I find out the age of my Petzl PPE?
All our PPE products are now identified by a serial number.
This number may be marked in a number of ways: laser, engraving, label, etc. It allows us to identify our products.

To find out the year of manufacture, refer to this detailed serial number in the following manner:

Example for recent PPE: 09 365 AB 1 234

  • 09 corresponds to the year of manufacture
  • 365 corresponds to the day of manufacture in that year
  • AB is the code of the person who inspected the product
  • 1234 is the individual product number
     

The oldest harnesses may be marked this way: 99 289 A

  • 99 is the year of manufacture
  • 289 is the day of manufacture in that year
  • A is the code of the person who inspected the product

Older connectors may be marked this way: 05 06

  • 05 is the month of manufacture in the year
  • 06 is the year of manufacture

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12. How should I store my equipment?
Clean and dry your equipment, if necessary. Store your equipment in a temperate, dry place protected from UV rays and chemicals.
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13. How do I care appropriately for my Petzl equipment?
Refer to the care instructions in the technical notice that comes with each product. If you have lost it, you can download it from the product page at Petzl.com
For further information about caring for your equipment, you can consult the advice page for PPE. For more specific questions, do not hesitate to contact Petzl's After-Sales Service.
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LIGHTING

14. How do I identify the model of my headlamp?
All our headlamps are marked with their precise commercial designation. For details, visit the Headlamps pages at Petzl.com
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15. With what kinds of batteries can I use my headlamp?
Refer to the battery compatibility for headlamps table (PDF format, 92 Kb).
To learn more about batteries, consult the technical notice of your headlamp.
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16. How can I find out the age of my Petzl headlamp?

dateur.A date stamp with the month and year is engraved on Petzl headlamps.
The date stamp is a small circle that looks like a clock. Inside this circle there is a two-digit number that corresponds to the headlamp's year of manufacture. The dial represents the 12 months of the year, and an arrow points to the month of manufacture.

To find the date on Petzl headlamps:

  • e+LITE series: the date stamp is under the batteries
  • TIKKA series: open the battery case of the headlamp; the date stamp is on the interior of the part connected to the adjustable headband
  • MYO series: lift the adjustable headband where it is in contact with your forehead; the date stamp is engraved under it
  • DUO series: unscrew the grey mount around the headlamp counter-clockwise; the date stamp is between the LED and the halogen bulb
  • ULTRA series: disconnect the headlamp from the headband mount; the date stamp is behind the light body, on the articulated plate

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17. The LEDs in my MYO headlamp don't provide light, but the halogen bulb is working.
Verify that the batteries are good, and that they are properly installed with respect to their polarity. If the batteries are reversed, the halogen bulb will light, but the LED will not work. Follow the instructions on the battery case for positioning.
If a problem persists, contact Petzl's After-Sales Service.
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18. Can I replace the adjustable headband on my headlamp?
Although not under guarantee, replacement adjustable headbands are available.
Spare parts references:

  • E43999 for TIKKA series
  • E00100 for ADAPT adjustable headband
  • E04999 for all other headlamps

See: How do I buy a spare part or accessory?

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19. Is it possible to repair my headlamp?
Unfortunately, LEDs can not be removed. Therefore, the light body can not be repaired. LEDs have a lifetime of many tens of thousands of hours.
Check whether the damaged part is replaceable, or that your headlamp is under Petzl guarantee. See: What is Petzl's guarantee policy?
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20. My headlamp provides only a little or no more light.
Verify that the batteries are good, and that they are properly installed with respect to their polarity. Follow the order and position as indicated on the battery case.
Inspect the contacts for corrosion. If corroded, gently scrape the contacts clean without deforming them.
If your lamp is still under the guarantee and still does not work, contact Petzl's After-Sales Service.
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