How to file a complaint?
If the merchandise you purchased from us is not working properly, use the free complaint option.
- Go to this page and log in to your Military Rewards Club account or enter your order number if you placed the order without logging in.
- In Order History, select the correct order and click Return/complaint next to it. Then select Complaint.
- Select the complaint product, quantity and describe the reason for the complaint.
- In the next section, choose the method of return - Royal Mail courier. Finally, select your preferred form of compensation - refund, repair or exchange.
- All that's left is to send the package! In the Return Merchandise Authorization page, you can also check the status of your claim.
Within 14 days of receiving the goods at our service centre, we will determine whether the repair is eligible for warranty repair and inform you accordingly. If we accept your claim, we will repair the goods and return them to you at our expense, and you will be reimbursed for the cost of shipping to our service centre.
To be sure in all matters of service, please contact us first at contact-en@military.eu.
The consumer can use out-of-court means of handling complaints and claims. Wanting to take advantage of the possibility of amicable resolution of disputes concerning online shopping, the Consumer can submit his complaint, for example, through the EU online platform ODR, available at: https://consumer-redress.ec.europa.eu/.
Detailed information on the complaint procedure can be found in the terms and conditions. The scope of the warranty is specified in the warranty card attached to the product. If no warranty card is attached to the product, the general warranty terms and conditions apply, i.e.:
- The warranty covers only defects arising from causes inherent in the item sold.
- Defects or damage to the product revealed during the warranty period will be repaired free of charge within 30 days of delivery to the warranty service centre.
- The warranty period is extended by the time the product spends at the service centre.
- The purchaser has the right to exchange the product for a new one or receive a cash refund if two repairs are necessary during the warranty period and the product still has defects that prevent it from being used for its intended purpose.
- The warranty does not cover consumables, i.e. batteries, rechargeable batteries, power banks, travel fuel, greases, waterproofing agents and other consumables whose properties may deteriorate over time.
- The term ‘repair’ does not include activities specified in the user manual, which the user is obliged to perform on their own.
- The warranty does not cover damage to the product resulting from improper use, storage, maintenance or transport that is not in accordance with the user manual.
- Attempts to repair or modify the product on your own will void the warranty.
- Mechanical damage caused by the customer is not covered by the warranty.
- Damage resulting from force majeure, such as weather conditions, floods, fires, etc., is not covered by the warranty.
- The warranty does not exclude, limit or suspend the buyer's rights under the provisions on warranty for defects in the sold item.
- Leatherman tools are covered by the manufacturer's warranty. If you wish to make use of it, return the product to Leatherman. You can find instructions here: Leatherman warranty.