Who can I contact if I have a claim on an item?

Orders from the EU:

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 your complaint. Here is a summary of how you can best proceed in the event of a complaint: 

1. Using our returns portal, please enter your order number and last name. 
2. Select "register a complaint" and follow the steps in the portal. 
3. After successfully registering the complaint, we will contact you within a few working days with a proposed solution.
4. If we have to check the item on site or even send it to the manufacturer, we will then provide you with a free returns label.

We will of course endeavor to process the complaint as quickly as possible, but we would like to point out that a complaint, if it has to be sent to the manufacturer, can take up to 8 weeks. You will be kept up to date via email about the status of your complaint. 

Important:

For hygiene reasons and out of consideration for our employees, we kindly ask you to clean or wash the product before sending it back to us. Items that have not been cleaned will be returned to you unprocessed.

Orders from Non-EU countries (excluding USA):

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 your complaint. Here is a summary of how you can best proceed in the event of a complaint: 

1. Using our returns portal, please enter your order number and last name. 
2. Select "register a complaint" and follow the steps in the portal. 
3. After successfully registering the complaint, we will contact you within a few working days with a proposed solution.
4. If we have to check the item on site or even send it to the manufacturer, we will then provide you with a free returns label.

We will of course endeavor to process the complaint as quickly as possible, but we would like to point out that a complaint, if it has to be sent to the manufacturer, can take up to 8 weeks. You will be kept up to date via email about the status of your complaint. 

Important:

For hygiene reasons and out of consideration for our employees, we kindly ask you to clean or wash the product before sending it back to us. Items that have not been cleaned will be returned to you unprocessed.

Orders from the USA:

For defective/damaged items (warranty claims) or incorrect items received, please DO NOT send the products back. Please contact our customer support to start your claim. Once your claim has been verifed and processed, you will be refunded and the items should remain with you. We would of course always recommend to take the most sustainable approach (independent repair / donation) whenever possible, but Bergzeit is in no way reponsible for this. 

Verification of issue: To prevent fraud and speed up resolution, we may ask for basic proof (e.g., photos of the issue and your order number).

No change‑of‑mind returns. We do not accept returns for non‑defective items (including wrong size/color chosen by the customer), unless required by applicable law.

Note on safety & hazardous materials: Do not discard batteries, aerosols, chemicals, or any product subject to asafety recall in regular trash. Follow local Household Hazardous Waste (HHW) rules or recall instructions. Contact your local HHW program or our support team for guidance.

Notes on order cancellation: Cancellation is only guaranteed within the first 60 minutes after ordering. After that, it may not be possible once fulfillment has started. If the shipment cannot be stopped after your cancellation request, we will contact you with a proposed solution.

Unordered merchandise: If you receive an item from us and haven't placed an order, you may treat it as a gift and have no obligation to return or pay for it.