Service Guide

Contour Skins – Customer Claims & Service Guide

Our gear is used in alpine terrain during winter under varying weather and snow conditions. This demanding environment requires highest quality, functionality, and durability of our materials.

Contour Skins are manufactured in Innsbruck with over 40 years of experience, using premium mohair materials and innovative adhesive technologies such as our hybrid glue solution for easy handling and reliable adhesion.

This guide helps you determine whether your issue is a claim or a service case and explains the next steps.

When is a Claim?

A claim is valid if there is a material or production defect affecting the functionality of the skins, and not caused by wear, misuse, or incorrect storage.

Typical examples can be found below under Claim Reasons – Contour Skins.

Claim Process

1. Check Your Case

Please review this guide to determine whether your case is a claim or a service issue.

2. Submit Claim Documents

If a claim is valid, email the following to service@kochalpin.at:

  • Completed claim form
  • Proof of purchase (invoice or receipt)
  • Photos of the defect (close-ups recommended)

3. Internal Review

Our service team will review your submission upon receipt.

4. Next Steps

If product submission is required, we will contact you via email with the shipping instructions and address.

Service Cases (Not a Claim)

Some issues are normal service cases, e.g.:

  • Reduced adhesion due to dirt or wear
  • Need for hotmelt glue re-coating
  • Replacement or repair of attachment parts (Tipclips, Tailclips, etc.)

These services can be done for a fee. A price overview is available in the attached price list.

Important: Do not send products without prior contact. Only submit after consulting our service team.

Tip: Proper care, storage, and maintenance greatly extend the life of your Contour Skins.

Claim Reasons – Contour Skins

1. Skin does not stick well

a) Hybrid Skins

  • Cause: Adhesion reduced by dirt or wax residues
  • Recommendation: Clean with Cleaning Spray or cloth
  • Tip: Wipe skis before mounting; brush wax residues after waxing
  • Evaluation: ❌ Not a claim (unless adhesive layer is damaged)
  • Service: Cleaning can be done for a fee

b) Hotmelt (Guide) Skins

  • Cause: Adhesion decreases over time, especially in cold conditions
  • Recommendation: Re-coat with Transfer Tape or Glue Tube
  • Tip: Always dry skins at room temperature; use protective foil
  • Evaluation: ❌ Not a claim
  • Service: Re-coating can be done for a fee

2. Adhesive layer is damaged

a) Hybrid Skins

  • Cause: Partial detachment of adhesive layer (older generation, storage without protective foil)
  • Tips: Always store skins on protective foil, dry and shielded from light
  • Evaluation: ✅ Claim possible
  • Action: Submit claim form + photos; batch code visible
  • Outcome: Free replacement or 50% discount on new skins if old ones are worn

b) Hotmelt Skins

  • Cause: Spot detachment due to storage without protective foil
  • Recommendation: Re-coat with Transfer Tape or Glue Tube
  • Evaluation: ❌ Not a claim
  • Service: Re-coating can be done for a fee

3. Skin frays

  • Cause: Slight fraying at cut edges (normal)
  • Tip: Trim loose fibers; optionally seal carefully with a flame (⚠️ fire hazard)
  • Evaluation: ❌ Not a claim

4. Skin sticks snow (stolling)

  • Causes: Wet-to-cold snow transitions; reduced impregnation
  • Recommendation: Quick waxing with block wax or spray (6–8h dry time)
  • Tip: Do not let spray contact adhesive side; best to wax on skis
  • Evaluation: ❌ Not a claim
  • Service: Impregnation can be done for a fee

5. Poor climb performance

  • Cause: New skins pressed, hair not yet aligned; worn hair
  • Tip: Break in new skins; replace worn skins
  • Evaluation: ❌ Not a claim

6. Poor glide performance

  • Cause: New skins or icing/stolling (see point 4)
  • Tip: Treat as per stolling recommendations
  • Evaluation: ❌ Not a claim
  • Service: Impregnation can be done for a fee

7. Skin hair detaches from backing

  • Cause: Rare backing defect or gaps
  • Evaluation: ✅ Claim
  • Action: Submit claim form + photos
  • Outcome: Free replacement after positive review

8. Attachment parts damaged

  • Recommendation: Replace Tipclips, Tailclips, or metal hooks yourself, or request replacement/repair for a fee
  • Tip: Hold the skin at the shovel area when separating stuck skins to avoid stress on rivets
  • Evaluation: ❌ Not a claim
  • Service: Repair can be done for a fee
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