Product complaint

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:

Please send us the following information using our contact form:

  • Your customer number
  • The order or invoice number
  • The item number of the defective product
  • Error description: What is the defect? Where is it? How did you notice it? When did you notice it?

Step 2:
Our product complaints team will contact you as soon as possible and inform you of the next steps.

Step 3:
If your item has to be sent in for inspection, it may take some time to be processed. We thank you for your understanding. Please return items in a washed or cleaned condition, particularly textile items and shoes.

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 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.

€ 5 now
For your next order
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