At Berghaus we want to make sure you are 100% satisfied with your purchase, which is why we make returns and exchanges so easy.
We're sure your family and friends will love any Berghaus gifts you give them, but to ensure their gift is just right, we are extending our returns period.
Any purchases made in November and December can be returned or exchanged up until the 17th January 2016.
General Returns Information
If for any reason you’re not happy with your recent purchase, we've made it as easy as possible for you to return or exchange your Berghaus gear. However, 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
If you're not 100% happy with your recent purchase, we will gladly exchange this or give you a refund as long as you return goods to us within 30 days of your original purchase.
We’ve tried to make this process as easy as possible for you. And if you're returning items to us from within the UK you now have two options for returning products to Berghaus.com for FREE!
Option 1 - Collect+
You can return your item(s) for FREE by Collect+ with drop off points in over 5,000 local stores open early till late, 7 days a week. Simply download and complete the return label, apply to your parcel and take it to one of the participating stores. You will get proof of postage and a code to track your return. Visit www.collectplus.co.uk/berghaus to find a Berghaus returns label and your nearest Collect+ drop off point.
Option 2 - Returns by post (ALL RETURNS)
Use the pre-paid Royal Mail returns label attached to your despatch note to return your item(s). Simply complete, apply to your parcel and take it to your local post office.
4 easy steps to an exchange or refund :
Step 1 - Apply the self-adhesive returns address label on your delivery note to the outside of your returns package. Make sure 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. If you are returning goods via Collect+ (UK ONLY) you can download and print the Berghaus returns label at: www.collectplus.co.uk/berghaus
Step 2 - Complete the returns or exchange section on the back of your delivery note. If you are making an exchange, please make sure you let us know which product(s) you would like as a replacement 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 (e.g. your name, address, phone number), 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.
Step 3 - Place all items you want to return in their original packaging, don't forget to enclose the completed Returns Form. Secure the parcel well, and then attach the peel-off address label from the other side of this note.
Step 4 - Take your parcel to your local Collect+ drop-off point (UK ONLY) or Post Office and return to us. Berghaus will cover the cost of postage if you are returning products from within the UK.
IMPORTANT: Remember to ask for a proof of postage receipt which you should retain until you receive your refund.
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.
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.
Our Returns Policy
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.
In all cases, you must obtain a 'proof of postage' 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 understand 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.
Cooling Off Period
In addition to our Returns Policy, under the Distance Selling Regulations, customers purchasing from within the UK have 14 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.
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.
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
Glover DC, Spire Road
District Road, Washington
Tyne & Wear