At OS2O, we design and manufacture technical garments conceived to deliver maximum performance in real mountain conditions. We want you to buy with total confidence: all our products are covered by the 3-year legal warranty established under Spain’s Royal Legislative Decree 1/2007 and the EU’s updated consumer regulations, as amended by Royal Decree-Law 7/2021, which strengthens consumer protection and guarantees the right to repair, replacement, or refund in cases of lack of conformity.
1. Warranty duration and coverage
All OS2O products carry a 3-year warranty from the date of delivery, covering manufacturing or material defects, provided the product has been used appropriately and for its intended activity.
When our After-Sales Department determines that a covered defect exists, OS2O may, at its discretion:
Repair the product.
Replace it with an identical or equivalent item (depending on model/color availability).
In specific cases, offer a proportional alternative solution.
2. What the warranty covers
This warranty covers only defects originating from the manufacturing process, such as:
Stitching or assembly defects.
Fabric or membrane failures not attributable to use or wear.
Defective components (zippers, closures, elastics, etc.).
Our goal is to ensure you have a fully functional and safe garment.
3. What the warranty does not cover
To protect product durability and avoid abusive use, the warranty does not cover:
A) Normal wear and tear
Wear resulting from the typical use of technical garments, including:
Abrasion from continuous use or friction (pilling).
Progressive loss of water repellency (DWR).
Compression of insulation or reduced elasticity over time.
Logo peeling over time.
B) Improper use or use outside the intended scope
Each garment is designed for specific activities. The warranty does not cover:
Uses different from those recommended on the product page (os2o.com).
Unreasonable stress or tension applied to the garment.
C) Incorrect washing, care, or maintenance
Including:
Washing at non-recommended temperatures or programs.
Use of fabric softeners or inappropriate detergents.
Lack of DWR reactivation.
Correct instructions can be found on:
Internal labels
Hangtags
Packaging
Website os2o.com
If you have any questions, you can contact us at: ventas@os2o.com
D) Accidental damage or damage from external agents
Including:
Creams, deodorants, chemicals, or corrosive substances.
Cuts or tears from rock, branches, crampons, ice axes, skis, etc.
Exposure to fire, sparks, hydrocarbons, acids, cement, or other aggressive materials.
Damage caused by pets or animals.
Damage from storms, avalanches, or mountain accidents.
E) Discoloration
Discoloration caused by:
UV radiation (sun exposure).
Body perspiration.
Improper washing.
4. Conditions for warranty evaluation
To properly assess any issue, the product must be sent in clean and hygienic condition. Items failing to meet these standards may be rejected for sanitary reasons.
The customer must provide:
A general photo of the product
Detailed photos of the affected area
Receipt or proof of purchase (if available)
5. Evaluation process
Once your request is received:
Our After-Sales Department will evaluate the case within a reasonable timeframe.
If the issue is covered under warranty, repair or replacement will be offered.
If the repair carries a cost (damage not covered by the warranty), an estimate will be sent, which must be approved by the customer before proceeding.
Our goal is always to find the most reasonable and fair solution, both for the customer and the product’s lifespan.
6. We’re here to help
Even in cases not covered by the warranty, we will try to offer the best possible solution through repair, maintenance, or technical advice.
After-Sales Contact:ventas@os2o.com
