Dear Customer,
We are pleased to inform you that, starting in 2025, we have updated the process for handling defective items to provide a more streamlined and efficient service. This updated process will be live starting from 1st January 2025.
What has changed?
- Submission of templates throughout the year: you can now send us your defective item templates at any time of the year. Previously, this process was limited to two specific periods annually. With this change, we aim to offer you greater flexibility and convenience.
- Credit notes issued quarterly: the corresponding credit notes will now be issued quarterly, as detailed in the following table:
| Template Submission Period | Internal Processing Period | Estimated Credit Note Issuance Date |
| December (previous year) – February | March | April |
| March – May | June | July |
| June – August | September | October |
| September – November | December | January (following year) |
Important! You will receive your credit note by post. If you wish to receive it by e-mail, please contact your Credit Officer.
What defective items can you report to us?
- Faulty items that your shop purchased within the last 2 years, as they are still covered by the warranty according to European legislation.
- If the 2-year period is exceeded, in order to process the faulty item, you will have to provide us with the consumer's purchase receipt dated less than 2 years before the date on which you send us the form.
How can you report a faulty item to us?
To report a faulty item to us, you will need to create a ticket in our Help Center: https://europe-customers.columbia.com/hc/
The request must be accompanied by the usual template. You can download the file by clicking on the link at the bottom of this article (Irish customers would need to get the IE version).
Important! All requests without the template will be rejected.
-Do not forget to inform us if you would like a replacement, we will send you a replacement item if available.
What to do with the defective item?
We do not accept defective items. We kindly ask you to destroy them upon receipt of the corresponding credit note.
If you have any questions or need further information, please do not hesitate to contact our customer service team. We will be happy to assist you.