General Returns Information
Only products purchased via this website may be returned using the method outlined below. If you purchased your Berghaus product from another website or a high street retailer, you must return the item to them.
You may return new, unworn, or unused products within thirty (30) days of delivery to receive a full refund of the cost of the goods or to exchange them. Items should be returned in their original packaging, and with all descriptive swing-tickets still attached. This does not affect your statutory rights.
You may also return goods found to be faulty under the terms of the Berghaus Product Guarantee. It is essential for both hygiene and for a thorough assessment that faulty items are returned to us in a clean, dry and presentable fashion. We appreciate that due to the nature of the usage of our products, soiling will occur. However, we would ask you to consider that these products must be handled by our staff in order to carry out examination and any subsequent repairs. We reserve the right to refuse an inspection if the products are returned in a state unfit for handling. We trust you agree that this is a reasonable request.
For UK returns, faulty goods and exchanges, Berghaus will pay the cost of the return shipping. Please note this offer does not apply to returns or exchanges from outside the UK. However, for orders outside the UK where the goods are found to be faulty, we will refund the cost of shipping.
In all cases, you must obtain a 'proof of posting' from Royal Mail (or whichever carrier you choose to use), as undelivered items cannot be refunded.
Upon receipt of a faulty item, an inspection takes place. If we agree that the fault falls within the Berghaus Product Guarantee, then the item will either be replaced or repaired free of charge.
We reserve the right to reject returned goods which are not returned in accordance with our returns policy, and we may request that you pay for the shipping of such goods back to you.
Berghaus will pay the cost of shipping exchanged goods back to you. However, this will only be at our standard shipping service rate. If you wish the exchanged goods to be shipped via an express service, you will need to ring our Customer Service centre and pay the difference in cost between express and standard shipping.
When you receive products you have ordered, we recognise that you will want to try them on to ensure the fit and feel of the item is as you envisaged. Many of our products are worn next to the skin, so please bear this in mind when trying them on, as this may affect our ability to offer you a refund should you decide to return the item, and we subsequently find the item is not in a fully re-saleable condition.
Seven Day Cooling Off Period
In addition to our Returns Policy, under the Distance Selling Regulations, customers purchasing from within the UK or EU have seven (7) working days (beginning the day after receipt) to cancel your purchase. In this case, we will provide you with a full refund of the price of the goods and the delivery charges.
For UK customers, we will cover the cost of postage back to Berghaus.
For non-UK customers, the cancelled items must be returned at your own expense.
We advise that you receive proof of postage from your chosen carrier as we cannot issue refunds on goods we do not receive.
Berghaus Product Guarantee
Berghaus products carry a full guarantee to the original purchaser against defects in components, materials, and workmanship. The guarantee excludes damage caused by normal wear and tear, accidents, inappropriate use or care and repair other than by Berghaus or its agents. Berghaus may repair or replace any guaranteed item at its discretion. All claims should be made in writing.
This guarantee gives no rights other than those expressly set out above and does not cover any claims for consequential losses or damages. This guarantee does not affect your statutory rights as a consumer.
Returns & Exchanges Process
We can only issue you with a refund or exchange if the item(s) purchased are in a fully re-saleable condition (excludes faulty items).
2 Please ensure that items returned also have their original packaging in a fully re-saleable condition, and have any swing-tickets still attached (excludes faulty items). Faulty items must be in a clean and dry condition.
3 You will find a self-adhesive returns address label on your delivery note. Please affix this to the outside of your returns package, ensuring that any other carrier labels are struck-through with a marker pen. For UK orders only, this Royal Mail returns label is pre-paid by Berghaus.
4 If you are returning goods from outside the UK, you will have to pay the cost of shipping yourself. Items found to be faulty will have the shipping cost refunded.
5 We recommend you obtain proof of posting as we cannot issue refunds for items we do not receive.
6 Complete the returns or exchanges section of the delivery note, and ensure it is returned with the goods. If you are returning faulty goods and have misplaced or thrown-away your delivery note, please write your personal details, order number, and reason for returning the item onto a sheet of paper and include this within the package. You will find our returns address detailed below.
7 Please ensure your returns package is packed and sealed securely.
8 All returns will be refunded to you via your original form of payment once they have been received and inspected at our distribution centre. Please allow up to thirty (30) days for the credit to appear on your statement.
9 Upon receipt of a faulty item, an inspection takes place. If we agree that the fault falls within the Berghaus Product Guarantee, then the item will be replaced or repaired free of charge.
Please note the returns form is on the reverse of your delivery note that arrives with your parcel.
If, for any reason, you misplace your returns label, our address is as follows:
Berghaus e-commerce Returns Centre