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:
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.
You must always use one of these forms when shipping parcels internationally using a national postal service (like Royal Mail in the UK). It is also recommended to use a CN22 or CN23 form when shipping with private carriers (like DHL, UPS, FedEx or DPD). Because of their standardized format, they are recognized by customs authorities around the world. This means they can be processed more efficiently than non-standardized customs documents.
These forms are available for you to download on the website of the national postal service in your country. If you are using a private courier, visit their online forms library or request the forms from their customer support department.
Which form do I need to use?
The value of the contents and the weight of the parcel determine which form you need to use. As this is subject to change, and also depends on currency, we do not list these details here. The national postal service in your country will contain the latest information on their website.
Who has to fill out a CN22 or CN23 form?
The shipper. If you are sending a parcel internationally, it is your responsibility—and your legal liability—to enclose a correct CN22 or CN23 form.
What do I do with the completed CN22 or CN23 form?
The completed form should be attached to the parcel in clear plastic wrap, so it is visible to the customs authorities in the destination country.
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.
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.
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.
Damaged Packaging
If you receive the parcel in person, please check for any signs of transport damage and refuse to accept it if there is visible damage.
If the parcel is delivered to an alternative location (neighbour, shed, etc.) and you later discover signs of transport damage, please take a photo of:
- the outside of the package
- the inside of the package
- the shipping label on the package
Please send these photos ASAP to our customer support team using our contact form.
We need the information within 4 days to file the claim on time.
Failure to file a claim or contact us will not affect your statutory warranty rights. However, doing so allows us to file our own claims with our delivery partners.
Thank you for your support and understanding.
Contract Cancellation Form (If you wish to cancel the contract, please fill in this form and return it to us). To: Bergzeit GmbH Georg-Kaindl-Str. 1 DE - 83624 Otterfing Telefon +49 (0)8024 / 90 229 – 0 Telefax +49 (0)8024 / 90 229 – 9 E-Mail service@bergzeit.de I/we (*) hereby revoke the contract concluded by me/us (*) for the purchase of the the following goods (*)/the provision of the following service (*): __________________________________________________________________________________ __________________________________________________________________________________ Ordered on (*) ____________________________/Received on (*) ____________________________ Consumer Name __________________________________________________________________________________ Consumer Address __________________________________________________________________________________ __________________________________________________________________________________ Consumer Signature __________________________________________________________________________________ Date __________________________________________________________________________________ (*) Delete as applicable |