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Customer Service

RECLAMATION

RECLAMATION

HOW TO PROCEDURE IN THE CASE OF A COMPLAINT

We are sorry that you have reason to make a complaint. We are happy to help you with the complaint of your deuter product.

The fastest way for us to help you is to contact the right person directly.

Basically, for legal reasons, complaints must always be handled where the purchase contract was concluded and the handover of the item took place. 

That means within the warranty and legal guarantee of 2 years after purchase of the product, your contract partner (your dealer/seller of the product) is your contact person.

Here you will find the relevant information on who to contact and how to proceed with your complaint:

 

 
  • Clean your product:  For hygienic reasons and out of consideration for our employees, your deuter product must be completely emptied and cleaned before being taken to the deuter dealer. Only in this way can we carry out repairs and guarantee a short processing time. Please note our care instructions. Here you will find information on how to clean your backpack and sleeping bag
  • Add the proof of purchase, if you still have it: With the help of your proof of purchase from an authorized deuter dealer, we can check whether your product is covered by the free warranty (2 years from date of purchase).
  • Mark the defect clearly visible: Defective areas must be explained in detail in a letter or marked clearly visible, as it is not always possible for us to detect a defect. Your dealer can also help you with this.
  • Bring your product to the dealer: Your dealer will send your product to deuter. He will also be able to inform you about any costs that may arise. Unfortunately, we cannot make remote diagnoses and can only make detailed statements about costs and repair possibilities once we have received the item for inspection. We do our best to repair defects, regardless of the age of the product.
  • Wait for a cost estimate: As soon as we receive your product, we will check the defect. We will let you know through your dealer if we can repair your product and what costs might be incurred. Only after your approval we will process the defect.
  • Repair will be carried out: We repair your deuter product. Within the first two years the repair or exchange is of course free of charge if a justified warranty case exists. Otherwise, or after the voluntary warranty expires, we will carry out the repair for a small fee. As soon as we receive your item, the processing time is usually ten working days.
  • Pick up your product at your dealer: We send your repaired item back to the dealer. He will inform you as soon as you can pick up your deuter product.

Please contact your authorized deuter online dealer directly.

As with a stationary dealer, the dealer must then send the complaint to deuter.

Please contact our customer service via the contact form.

Please include your customer number, order number and a description of the defect with detailed photos of your product, as well as a copy of your invoice as a PDF.

For optimal communication you can also give us your phone number.

We will do our best to process your request quickly!