Returns

We have put together all the important information about returns on this page. To fast track to the relevant info please select from:

Return

It doesn't fit or you don't like it? Although we do our best to continuously improve our product descriptions, images, and size information, it may still happen that a climbing shoe doesn't fit right, the hardshell feels different than you expected, or a particular backpack model simply doesn't suit your back.

We say: no problem! Send it back!

We grant you a voluntary return period of 100 days after receipt of the goods. Within the 100 days, you can inspect your item thoroughly and return it if you wish to do so. Please note that we only accept unused items in their original packaging. Be careful not to remove attached labels or dirty the item. The goods may not show any signs of use (Info regarding your right of return).

The 4 steps of a return

Four simple steps – this is how to handle a return.
This does not affect the legal cancellation right, but the following procedure makes processing easier for us.

1. Fill out the form Fill out the return form that is included with every order. It will allow us to process your returns as quickly as possible.
If your return form is not in the box, it will take us longer to process your return.
2. Pack the goods Make sure to return everything unused, as new with original labels/tags and with the original packaging.
3. Send the goods

You must cover the cost of the shipment. We offer you the chance to print your own Bergfreunde return label, which often works out cheaper than paying for one at the post office! The costs listed on our page are settled with your credit note.

Or ensure sufficient postage on the package and send it to:
Bergfreunde GmbH, Peter-Schaufler-Straße 18, 72108 Rottenburg - Germany

4. You'll get your money back It usually takes up to 7-10 days for us to check and process your return once we have received it. You will receive a confirmation of receipt and a refund of what you have already paid. This may take a few days, depending on the payment method you have chosen.

Our Return label costs at a glance

Shipping Country Costs of our return label
Germany,
Austria
3,30€
Free return label from an order value of 50 €
Belgium,
Netherlands*,
France
3,95€
Ireland* 5,45€
Bulgaria,
Croatia,
Cyprus,
Czech Reprublic,
Denmark*,
Estonia*,
Finland,
Hungary*,
Italy,
Latvia*,
Lithuania,
Luxembourg,
Poland,
Romania*,
Slovakia,
Slovenia,
Spain,
Sweden*
9,95€
Greece*,
Malta,
Portugal
14,95€

* Please note that additional costs may apply for oversized parcels (box/bag larger than 100 cm (L) x 50 cm (W) x 50 cm (D) and/or overweight packages (over 20kg) which must be paid by the return sender.

New order instead of exchange

Since we want to ensure high stock levels and an up-to-date inventory at all times, we can unfortunately no longer offer an exchange of goods. If you want a particular item in a different color or size, simply return the unwanted item and order a new one. This way you will receive your replacement item a lot quicker!

Warranty claim

We will process all warranty claims as quickly and efficiently as possible. We have put together all the information about the process on our complaints page.

Any other questions?

Do you have other questions, or need help? We are looking forward to hearing your questions and are happy to help via contact or +49 7121/70 12 0.

€ 5 now
For your next order
No thank you.