Product complaint

Here we have put together everything you need to know and do when you feel your gear is eligible for a warranty claim within our 2 year warranty period.

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 your feedback once your issue has been resolved. Please let us know if you felt something went really well and of course if you have a suggestion of how we could improve things. Simply send a mail: Contact.

More info about our conditions for complaints handling:
Warranty claims are granted in accordance with our German legal requirements. We have extended these rights to our UK customers. We endeavour to resolve your claim via rectification or replacement within the defined warranty period of two years from the date of delivery for any material 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. Please read our T&C for more info on our warranty.

More information about manufacturer guarantees 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.

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