How can I return something?

Modified on Thu, 21 Sep, 2023 at 9:07 AM

PLEASE NOTE: Orders delivered to non-EU countries are not eligible for free returns.

Customers must cover the return costs and ensure that a customs declaration form (CN22/CN23) is attached to the outside of the package. For more information, please see our help section "Customs Declaration Forms (CN22 and CN23)".

If you have received the wrong item or a faulty product, Bergzeit will cover the return costs. Please follow the steps listed under "My product has a defect" or "I have received the wrong item".

Returns Process

You can cancel your order within 14 days of receiving the goods. You then have an additional 14 days to return the goods to us. Please follow the steps below:

1. Register your returns using our returns portal.

2. Send the items as a tracked package (including CN22/CN23 customs declaration form) to the following address:

Bergzeit GmbH,
Ludwig-Ganghofer-Str. 45,
83624 Otterfing,
Germany

IMPORTANT: Please ensure that the customs declaration form (CN22/CN23) is attached to the outside of the package!

3. After receipt of the return shipment, the original purchase amount will be refunded within 14 days. You will be kept informed about the status of your return via e-mail.

We do not offer direct exchanges. If you would like the item in a different color or size, you must place a new order in our online shop.

My product has a defect

We place great value on quality when selecting our products. However, if your product shows a defect within the legal warranty period of 24 months, we will gladly take care of this for you. Here is a summary of how you can best proceed in the event of a defect:

Out of respect for our employees, we ask that you thoroughly clean items that have already been used before sending them back to us. If we receive soiled goods from you, we will send them back to you unprocessed.

1. After you have cleaned or washed your items, register your faulty product using our returns portal. Please select "Item defective/incomplete" as the reason for return and provide any important details regarding the fault in the description.

2. Contact our customer service team to request a free returns label. Please print this and attach it to the package you are retuning.

3. Hand over the package to DHL. As soon as we receive the defective item, we will immediately start processing it. We will, of course, try to process the complaint as quickly as possible, but we would like to point out that a complaint can take several weeks. You will be kept informed about the status of your complaint by e-mail. If you have any questions, please get in touch using our contact form.

PLEASE NOTE: We do not offer direct exchanges. If you would like the item in a different color or size, you must place a new order in our online shop.

I have received the wrong item

We apologise for the inconvenience, and endeavour to process the return as quickly as possible. Please follow these steps:

1. Register the incorrect items using our returns portal. Enter FASLE as the reason for return.

2. Contact our customer service team to request a free returns label. Please print this and attach it to the package you are retuning.

3. Hand the package over to DHL

4. After receipt of the return shipment, the original purchase amount will be refunded within 14 days. You will be kept informed about the status of your return via e-mail.

PLEASE NOTE: We do not offer direct exchanges. If you would like the item in a different color or size, you must place a new order in our online shop.