Complaints

Things can get broken where people are busy shopping. We at Bergfreunde also want to communicate clearly when it comes to the topic of complaints. Here we have put together everything you need to know and do when filing a complaint within the statutory warranty period of 24 months.

Step 1:

Send an email with the following info (where available): Contact us

  • Customer number
  • Invoice number and purchase date
  • Item name
  • a short description of the fault
  • one or two digital images in which you can see the damage or fault

If the fault is hard to show in an image, simply call our customer service term quickly at +49 7121/70 12 0.

Step 2:
We will have a look at those images as soon as possible and you will receive an email or phone call from us with info on how to proceed.

Step 3:
Once the defective item has been delivered to us we will really get busy for you and make sure that the issue is resolved as quickly as possible and to your satisfaction. The process may nevertheless take a bit of time and we must ask for your patience in advance.  Please make sure to return any textile items in a clean (or washed) condition. Thanks!

Step 4:
We would be very happy to receive some feedback from you once your issue has been handled. Here you can let us know if you felt something went really well, and of course also if you have a suggestion of how we could improve things. Simply send an email: Contact us.

More info about our conditions for complaints handling:
Warranty claims are granted in accordance with legal requirements. You have a statutory right to subsequent fulfilment (rectification or replacement) within the legal warranty period of two years from the date of delivery for any faults or damages. We will not accept liability for damage or faults arising from improper use, operation or storage, negligent or insufficient care and maintenance, overload, or improper repair undertaken by an unauthorized service partner. Details on warranty claims can be found in our T&Cs.

More information about manufacturer warranties can be found in the documentation typically provided with each product. If any of the products bought at Bergfreunde.eu get damaged within the stated warranty period we will forward the information to the relevant manufacturer or supplier, who will then make a decision regarding repair or replacement. We can unfortunately only honour warranty claims after they have been recognized by the manufacturer.

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