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Customer Service

REPAIR SERVICE

REPAIR SERVICE

deuter promise Tour 

deuter promise Tour 

  
Der DEUTER REPARATURSERVICE AUF TOUR

Bringe deinen deuter Rucksack* zur kostenlosen Reparatur:

Dein deuter Rucksack braucht jetzt keine Reparatur? Komm' vorbei, frage uns alles zu unseren Nachhaltigkeitszielen und Maßnahmen!

Wir freuen uns auf dich!

*Nur ein Rucksack pro Kunde. Bitte sauber, leer & gepflegt mitbringen. Je nach Schwierigkeit & Aufkommen wird die Reparatur sofort oder später bei deuter durchgeführt.

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What is the procedure for sending my deuter product for repairs?

  • Clean your deuter product: All deuter products must be cleaned before being given to the retailer, for hygiene reasons and in consideration of our employees. Otherwise we will not be able to repair it, or guarantee quick turnaround times. Please refer to our cleaning guidelines.
  • Include the receipt if you still have it: Using your proof of purchase from an authorized deuter retailer lets us check whether your product is covered by our free warranty (2 years from date of purchase).
  • Clearly indicate where the fault/damage is: The area with a fault or that’s damaged must be clearly described in writing or marked on the product, as it’s not always straightforward for us to make out. The retailer can help you with this.
  • Take your item to the retailer: Your specialist deuter retailer will then send your item to deuter. They will also be able to explain whether you will be liable for any of the costs. Unfortunately we cannot carry out full assessments from afar. Detailed information on costs and repair options will only be provided once we have received the item for inspection. We will always do our best to mend the item, regardless of how old it is.
  • Wait for a cost estimate: As soon as we receive your product, we’ll inspect the damage/defect. We’ll let the retailer know whether or not it can be fixed and what costs might be incurred. We will only begin the repair once you have agreed to these.
  • The repair is carried out: We will mend your deuter product. Within the two-year warranty period, any valid repairs or replacements are of course free of charge. In other cases, or where the warranty period has expired, repairs will be carried out for a small fee. Once we’ve received your item, we usually process repairs within ten working days.
  • Collect your item from the retailer: We will send your mended item back to the retailer. They will let you know when you can collect it from them.

Please contact the authorized online deuter retailer directly. In the same way as the shop retailer, the online retailer will then process the return to deuter.

Please get in touch with our customer service team using the “Repairs or complaints” contact form. Please remember to include your customer ID number or order number. To speed up communications, you can also provide us with your phone number. We’ll do our best to process your request as soon as we can.

Zum Kontaktformular

The deuter repairs team will do their very best to mend your favorite piece of gear. If it’s impossible to fix, there will of course be no charge to you. However, costs may be incurred by the retailer (processing fees and postage). We ask for your understanding. The retailer will however be able to help with assessing whether your item is repairable before sending it off.

No. There are no repair kits for backpacks. Because mending a backpack involves industrial sewing machines that can handle thick fabrics. And that’s why it’s hard to carry out repairs yourself. You either need to take it to a professional saddler or send it to deuter, as described above. 

DIY TUTORIAL

For smaller replacement
- in example the exchange of a cord stopper or a buckle - you will find
the DIY instructions in the following videos. 

More repair instructions:

 

Discover replacement parts
 
 

EXAMPLES OF REPAIRS

Here you will find a list and presentation of the repairs that most frequently occur in our repair center. The repair examples provide information about whether and in which way a defect can be repaired. With the help of before and after pictures they show exemplarily how a repair can look like. The aim of the repair is to restore functionality. Our repair service works with original deuter spare parts and materials to repair the defects in the best possible and durable way. The materials used are carefully selected, but the original material can not always be used, so that slight optical changes may occur.

REPAIR OF FABRIC AND MATERIAL DAMAGE

Example 1

Defect description: Side compression straps - The seam is torn out

Type of repair: The seam is closed and serged.

Before / After: 

 

Example 2

Defect description: Snow skirt - The seam on the strap is torn out

Type of repair: The seam is closed and newly edged from the inside with an/the existing edging tape (here: light gray). For reinforcement, an additional tape is placed underneath (here: black).

Notes: There is a visual change due to two additional seams on the outside of the snow skirt and the underlaid tape on the inside.

Before / After: 

 

Example 3

Defect description: Side seam inside - the lining of the side part is torn and frayed

Type of repair: The side seam and the binding tape of the backpack are unraveled. The damaged material is reconditioned and bound in a new side seam.

Before / After: 

Example 1

Defect description: Backpack bottom - hole in the upper material

Type of repair: The hole is covered with a patch of matching color. The patch is ironed on using a hot-melt adhesive film and stitched.

Notes: The patch is selected to match the color, but the original material can not always be used.

Before / After: 

 

Example 2

Defect description: Backpack bottom & back panel - fire hole in the upper material and back padding.

Type of repair: The damaged material is cut out. The hole in the back cushion is covered with a patch in a matching color. The patch is ironed on using a hot-melt adhesive film and stitched down. The bottom is completely replaced.

Notes: The material is selected to match the color, but the original material can not always be used.

Before / After: 

 

Example 3

Defect description: Child carrier back padding - tear in mesh

Type of repair: The tear is sewn shut by hand with a sturdy thread of matching color.

Notes: The mesh can only be repaired by hand. In terms of processing, it is not possible to replace the material or sew on a patch.

Before / After: 

REPLACEMENT OF ZIPPERS

Example 1

Defect description: Main compartment - The zipper teeth come off the zipper tape in two places (zipper with binding tape).

Type of repair: A new zipper is sewn in and a new binding tape is added.

Notes: An original deuter zipper is used, but the color may differ from the original zipper.

Before / After: 

 

Example 2

Defect description: Main compartment - zipper teeth are damaged (zipper with binding tape)

Type of repair: A new zipper is sewn in and a new binding tape is added.

Notes: An original deuter zipper is used, but the color may differ from the original zipper.

Before / After: 

REPAIRS TO BACK SYSTEMS AND CARRYING SYSTEMS

Example 1

Defect description: Back padding - hole in the upper fabric at the bottom left, material wear along the bottom edge

Type of repair: Material replacement: The outer fabric is renewed over the entire width.

Notes: This repair is not possible for backpacks with permanently integrated mesh back.

Before / After: 

 

Example 2

Defect description: Side panel - The back frame rubs through the upper material on the bottom of the backpack

Type of repair: The hole is covered with a patch in a matching color. The patch is ironed and stitched with the help of a hot-melt adhesive film.

Notes: The patch is selected to match the color, but the original material can not always be used.

Before / After: 

Defect description: Child carrier - The position adjustment strap for the carrying system is torn out

Type of repair: The frame is removed and the position adjustment strap is fixed to the back section with a new seam. The frame is then reinstalled and a safety check is performed.

Before / After: 

REPAIR/REPLACEMENT OF BUCKLES AND LADDERS, straps, CORDS

Example 1

Defect description: Right shoulder strap - The ladder buckle is broken

Type of repair: The strap with the ladder buckle is detached from the shoulder strap. A new ladder buckle is threaded in and the seam is closed again.

Notes: In the event of a ladder or buckle defect, we recommend that you check whether sending a replacement part will be sufficient before sending in a backpack. Some ladders and buckles can be replaced without sewing. In this example, unraveling and closing a seam is required.

Before / After: 

 

Example 2

Defect description: Right shoulder strap - The buckle is broken and the seam at the end of the strap is loose

Type of repair: A new buckle is threaded. Here: The end of the strap is being resewn.

Notes: In the event of a buckle defect, we recommend checking to see if sending a replacement will suffice before sending in a backpack, as in this example, some buckles can be replaced without sewing.

Before / After: 

deuter’s repair service – saving resources one stitch at a time

We’ve all been there. Temporary fixes like a paper clip as a zipper pull, duct tape you’ve lovingly used to patch up a rip on your pack, yet the rip is still getting bigger, or a tiny hole in the shell of your sleeping bag that seems to spew forth a never-ending stream of feathers. But these kinds of issues don’t spell the end of the line for your gear. They can all be fixed – and more permanently too, by professionals.  

So if your favorite deuter item ever needs an urgent fix – and one you can’t deal with yourself – then we’re happy to be at your service. By increasing the usable lifetime of products as much as possible, we can also decrease their ecological footprint. Which is why we work hard to ensure our designs are timeless, that we use materials that are sustainable and ensure the highest standards of quality are met throughout our entire manufacturing process. And it’s why we carry out repairs. Because we view it as our responsibility towards our customers and towards the planet.

OUR PACKS ARE BUILT TO SUMMIT MOUNTAINS, NOT LANDFILLS.

Make do & mend

However well you look after a product, at some stage, it will start to show signs of wear and tear. For us, there is no doubt that mending gear is better than throwing it away. And that’s not just because we have some real miracle workers in the deuter repairs department, who can stitch on patches, replace zippers and sew on straps, or even carry out very specific repairs that customers have requested. But because providing a lifetime repair service also increases the lifespan of a product, which in turn saves resources, as long as that repair is possible and economically reasonable. It’s a practice that goes back a long way at deuter. We’ve been carrying out specialist repairs for over 120 years. To give you an idea of what it means in practice: 2,185 items were repaired in 2020 in Germany alone, and worldwide, that figure rises to 3,307. We’re really proud of that.

And with one of our original spare parts, like buckles or a waist belt, you can also extend the usable lifetime of your backpack beyond the warranty period.

OUR PROMISE TO YOU

YOU AND YOUR "DEUTER" - YOU HAVE A COMMON STORY.

Your backpack, which has been a faithful companion for years and has experienced many adventures, is not easy to replace? Your sleeping bag has warmed you up for many nights and should continue to protect you from the cold? And you still want to rely on your accessories, even after many years together?

So, send us your favorite pack or bag and we’ll mend it as fast as we can!

AT DEUTER, QUALITY AND SUSTAINABILITY ARE OUR TOP PRIORITIES.

For us, responsibility goes beyond the sale of our products, because we want to be a lifelong companion for people. That is why we make a promise for our products: We offer a life-long repair service for our products - your favorite pieces. With this we also protect the environment, because repairing is better than throwing away!

WARRANTY AND GUARANTEE, THAT'S WHAT IT'S ALL ABOUT

We want to act as a lifelong partner to our customers, and we hope you enjoy any deuter product that you buy for as long as possible. As the manufacturer, we are responsible for every product we make, which is why we provide a two-year warranty from the date of purchase for each of our products – over and above statutory warranty obligations from specialist retailers. The warranty can be claimed in any country in which you purchased a genuine deuter product. Within the two-year warranty period, we will repair or replace free of charge any product with defects caused by material or manufacturing flaws. Once the warranty period has passed, we will repair products for a reduced fee. The warranty does not cover damage caused by improper use, negligence, normal wear and tear, pets or defects that only have a minimal effect on the value or usability of the product. The warranty will be deemed invalid in the event of any modifications carried out by third parties not authorized by us, or with the use of spare parts that are not original deuter parts.

What counts as a warranty claim?