We have put together all the important information about returns on this page. Please select your concern:
It doesn't fit or you don't like it? Although we do our best to continuously improve our item 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!
You have 100 days to check out the item thoroughly. You can return any item within 100 days without a problem. Please note that we only take back unused items. Be careful not to remove attached labels or dirty the item. The goods must 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||Please fill out the returns form, which is part of every delivery. It will allow us to process your returns as quickly as possible.|
|2. Pack the goods||Make sure to return everything in its undamaged original packaging and in a suitable shipping carton.|
|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:
|4. You'll get your money back||It usually takes up to one week 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|
Free return label from an order value of 50 €
* 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 goods exchange. If you want a particular item in a different color or size, simply return the unwanted item and order another. This way you replacement item will also be with you a lot faster!
We will really get busy for you if you ever have a warranty claim! We have put together all the information about what to do 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.