Pyrenex: Repair service

The customer must access the Pyrenex after-sales portal. When creating the case, photos, proof of purchase (if available), and a detailed description of the issue encountered must be provided.

Once the request for handling has been submitted, please allow up to 10 working days for your case to be reviewed and to receive a response by email. If you have any questions, you can contact our team at any time via the contact form or by telephone on +33 (0)5 47 31 90 00 (10:00–16:00, Monday to Friday).

Pyrenex products are made using recognised expertise and premium materials to provide optimal protection in the most demanding weather conditions. Particular attention is paid to the quality and durability of every product.

Pyrenex items purchased from authorised retailers are covered by a warranty against manufacturing and material defects for the reasonable lifetime of the product, meaning its normal period of use by its original owner.

If a manufacturing defect is found, Pyrenex may, at its sole discretion, repair the product free of charge or replace it. If the model concerned is no longer available, an item of equivalent value and comparable style may be offered.

Unless otherwise stated, knitwear, footwear, accessories and certain collaborations are excluded from the Pyrenex warranty programme.

The warranty does not cover damage resulting from an accident, misuse, lack of care, negligence or normal wear and tear over time and with use. Products whose internal labels have been removed cannot be covered under this warranty. Where damage is not covered by the warranty, Pyrenex may offer a repair for a reasonable fee. In that case, the proposed repairs will be submitted to the customer for approval before any work is carried out.

As part of its hygiene and safety procedures, and to protect its workshop staff, Pyrenex requires all products to be cleaned before they are sent to the service centre. If an item is received without having been cleaned first, it may be cleaned and the associated costs charged to the customer. If the product has already been cleaned before being sent, proof of cleaning may be requested.

For any questions about a warranty claim, Pyrenex customer service can be contacted via the official contact form or by phone. Information on the status of the case, updates and repair decisions will be provided after the product has been inspected.

Clothing, down jackets, parkas, and other products from our ready-to-wear range: 2-year warranty

Duvets: 5-year warranty

Pillows – Mattress toppers – Eiderdowns – Bolsters – Throws: 2-year warranty

Please ensure the product is clean before sending it. Any product deemed dirty upon receipt by the Pyrenex after-sales service will be systematically returned to the store or sent to a dry cleaner at the customer's expense, following their agreement by return email.

When using your product in everyday conditions or during outdoor activities, certain incidents may naturally occur. Although snags, tears, and other accidental damage are not covered by the warranty, your Pyrenex item can, in many cases, be handled by our repair service for a reasonable fee.

Damage resulting from improper care, negligence, or failure to follow the usage recommendations — including prolonged storage
of a damp product, storage in an unsuitable environment, or failure to follow the instructions on the care label — is not covered by the Pyrenex warranty.

Our team will always endeavour to offer the most suitable repair solution for your product. However, if a repair proves technically impossible or inadvisable, we will inform you and discuss the available options with you.

Some customers wish to adjust or alter their Pyrenex product to better suit their body shape or specific needs. In such cases, the warranty will continue to apply to all parts of the product that have not been modified or altered.

We recommend entrusting such work to a workshop or tailor experienced in handling down garments and technical fabrics.

However, Pyrenex cannot recommend or guarantee the services of an external provider.

It is also important never to remove the interior labels present in the garment. These elements contain essential information for identifying the product and processing any warranty or after-sales service request. Removing these labels may result in the warranty being voided.

When a defect related to design or manufacturing is identified on a Pyrenex product, our after-sales service will, wherever possible, restore the product to working order at no cost to the customer. If the repair proves unfeasible, unsuitable, or excessively costly relative to the value of the product, Pyrenex reserves the right to offer a replacement solution with an equivalent model, subject to stock availability.

As your case progresses, you will be kept informed by email of the status of your repair. If you have any questions, you can contact our team via the contact form or by phone on +33 (0)5 47 31 90 00 (10 am–4 pm, Monday to Friday).

We do everything we can to process your request as quickly as possible and return your Pyrenex product to you as swiftly as we can. As a general rule, please allow approximately 2 to 3 weeks between receipt of the item by our after-sales service and its dispatch following the repair.

This timeframe may nevertheless vary depending on the nature of the repair, the availability of the required components, and the time of year. As requests are particularly numerous during autumn and winter, processing times may exceptionally be extended. Throughout the entire handling process, our customer service team remains on hand to keep you informed of any relevant updates regarding the progress of your case.

Repairs under warranty are completely free of charge. For repairs outside the warranty, the cost depends on the parts that need replacing and the labour involved. Once our workshop has assessed your product, we will send you a detailed quote for approval before carrying out any work.

For repair requests from outside mainland France, additional shipping costs and any applicable customs duties and fees may apply.

Shipping costs to our workshops are your responsibility, but Pyrenex covers the return shipping costs. For your security, you must use a carrier offering parcel tracking and proof of signature: your product remains your responsibility until it is officially received by our teams.