Returns

On this page we have summarised everything you need to know about returns. Please select your issue:

• Returns – You would like to return items to us, because they don't fit or you don't like them?
• Complaints – A defect has occurred in a product you ordered during the statutory warranty period?
• Order a new item instead of replacing it

Your statutory right of withdrawal remains unaffected by the following provisions on the 100-day right of return. You can find more information on this here: Right of withdrawal.

Returns

Something doesn't fit or you don't like it? Even though we are constantly improving our product descriptions, images and size advice, it sometimes happens that a climbing shoe doesn't fit, a hardshell jacket feels different than expected or a backpack model isn't quite right for your back.

In these cases, our answer is: No problem. Send it back to us!

You can easily return the items within our voluntary return period of 100 days. However, in order to process your return smoothly and ensure that the goods are suitable for resale, the following conditions must be met (all further information on our voluntary 100-day return policy can be found in our terms and conditions):

• the goods are in their original condition, complete and without signs of use
• the goods are not damaged
• the goods are not dirty
• the goods must be returned in proper packaging, including all labels and transport protection materials
• to save resources, you should ideally return the goods to us in the same box in which you received them

So please treat the goods with care. Only then can we restock the products and offer them for sale again. By doing so, you help to waste fewer resources and minimise waste.

Have you bought a product from us and a defect has developed? No problem, take a look at what to do in the event of a complaint.

The 4 steps of a return

Four simple steps – this is how to handle a return.

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, c/o Rhenus Warehousing Solutions, Colemanstrasse 11, 35394 Gießen - Germany
		For parcels sent to the Netherlands: You can conveniently print out a returns label or create a barcode for this service! This return label is free of charge. However, we will deduct a processing fee of €3,95 from your refund.
4. You'll get your money back		It usually takes up to 7-10 working days for us to check and process your return once we have received it. Our logistics department is closed on weekends so any return arriving on Friday afternoon will be processed in the following week. 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