So how does it work?
We make tough, long-lasting gear that goes the distance, but if it ever needs it, we’ll repair it as many times as we possibly can, free of charge whether you bought it from us, our stockists, or even if it’s a hand-me-down.
We don’t care how old, how worn, or how weathered it is or even how many times we’ve fixed it before. We’ll repair your kit for free if we can, so you can reuse not replace, and together we can help fight climate change.
Getting started is simple, fill in the form below and we’ll be in touch to let you know whether a fix is a go-er. If it is, send it in – we’ll repair it and get it back to you as good as new within a couple of weeks.
If we can’t repair it, we’ve got a couple of options up our sleeve. If it’s still within guarantee and you’ve got proof of purchase, we’ll replace it. If it’s outside of guarantee, we’ll offer you a discount off your next piece of Berghaus kit. With both options (and your permission) we’ll re-use your kit to fix other repairs, keeping it going over land, not into it.
Keeping your kit going over land, not into it.
Meet the team
Our Repairhaus team works from of our Sunderland HQ, where we’ve got all the equipment and materials on hand to repair your outdoor gear.
Frequently asked questions
Fill in the request form and we'll email you with all the info you need; including an assessment of whether your product is repairable, where to send it, what to include, how long it will take and exactly what we'll do. If we can repair it, we'll either replace it or give you money off a new piece of Berghaus to use on Berghaus.com Just keep an eye on your inbox.
The general rule of thumb is that if your kit is currently available on our website, we can typically repair it. There are some items, tents specifically, that we won’t be able to fix. These are only available from specific stockists, who have processes in place to manage these bigger, bulky items. So although we won’t be able to fix them, check with your point of purchase, it might still be under guarantee in which case, you’ll be covered.
Yes, our fixes are all 100% free, but you will be expected to send your kit by recorded delivery at your own cost.
If, however, you bought your product from Berghaus.com and it’s less than six months old, we’ll cover your postage cost.
Every repair is unique, some quick and some (our favourites) are a bit fiddlier. But we aim to have every repair returned within 21 working days of receiving it. Don’t worry, we’ll keep you in the loop and drop you an email with any updates.
Yes. Well, most of them do, but if you’ve really done a number on your Berghaus kit we might have to call in our specialist partners; Lancashire Sports Repairs. But don’t worry, we’ll inspect it before we send it back to you, making sure every fix is Berghaus quality.
We have just two rules for repair – send your kit to us clean, and via tracked delivery. Easy.
Good question. We love a good challenge, and a good fix. And we’ll always do our best to repair your kit, whatever the state of it. Some of our more routine repairs include renewing zips, patching small tears or holes, minor stitching and re-taping jobs or re-bonding sole units. So, whether it’s a simple patch job, or some heavy welding work, get in touch, with as much info as possible and we’ll see what we can do.
Even with our best efforts, some kit is beyond the scope of repair. The bits we don’t fix are stain removals, reproofing, dying materials, cigarette or other burns and any damage that can come from improper storage or care – that stuff is usually pretty irreversible. We always assess each case before you send in your kit, so get in touch and we’ll let you know what we can do.
We can’t always guarantee a like for like match with new fabrics and colours, especially if your kit’s been beaten about the bush a fair bit. But we’re inventive, and we’ve got a good eye; so, we’ll always do our best to get a good colour match.
Every bit of kit we make has a guaranteed lifespan; an expected amount of time your gear will last (years normally). If your kit still falls within its expected product lifespan and can’t be repaired, we will replace it with the same piece or the nearest equivalent, if you have proof of purchase. If your product is outside of its guaranteed lifespan, and you can’t find the proof of purchase, we’ll give you 30% off your next bit of Berghaus kit and use your old kit to fix others, with your permission of course. Full details on our guaranteed product lifespan can be found here.
Our guaranteed product lifespans aren’t set in stone, because we know it depends on a few factors, like how often you use it. But broadly speaking:
· Base layers, legwear, mid layers, day packs and accessories = up to 2 years
· Down jackets, walking boots, mid to large sized backpacks and sleeping bags = up to 4 years
· Waterproof jackets and Gore-Tex pieces = up to 6 years
You can see the full list here on our terms and conditions.
If we can’t repair your kit, we’d love to keep it to help fix other pieces, but only with your permission of course. Let’s keep kit going over land, not into it.
Yep, we’ve have popped all our favourite bedtime reading in the T&C section of our website, you can see the information on Repairhaus here. Or you can see a list of Repairhaus T&Cs on the next FAQ below.
Here at Berghaus, we’re really keen to keep your product going over land, not into it. This is why we’ve launched our Repairhaus service, which promises to repair as many damaged Berghaus products as we possibly can, free of charge, in accordance with these terms and conditions (“Terms”). Changes to these Terms may be made at any time by updating this page. The Repairhaus service doesn’t affect your statutory rights and you can view our full returns policy here.
2. Product Repairs
If your Berghaus product gets damaged in any way and is capable of repair and not excluded under these Terms, we will repair it free of charge, either in our Sunderland repair centre or via one of our expert repair partners at Lancashire Sports Repairs.
3. How to Request a Repair
Simply visit the Repairhaus page on our website at https://www.berghaus.com/repairhaus.list and fill in your details and a bit of information about your product. Once our repairs team has been able to assess the issue, we’ll let you know if it’s capable of repair and if so, will ask you to send the product to our repair centre. We won’t cover postage unless it says so in the table at clause 4 and we won’t be able to accept liability for any items which go missing on their way to us, so please use a tracked service. We’ll keep you posted of your repair along the way, and once complete, will return your item using a tracked service to the returns address provided.
We are unable to offer repairs on tents so encourage you to refer any issues with tents to your point of purchase.
The below types of damage are also excluded from the Repairhaus service:
• Misuse and accidental damage such as spills/stains/burns;
• Reproofing of waterproofs;
• Replacement parts, eg laces;
• Misuse, or issues caused by care instructions not being correctly followed; and
• Damage caused by a non-Berghaus approved repair.
Although our products are made to last, we expect that there may also be times where a product is simply so damaged that it is beyond repair and so we reserve the right to refuse a repair in our discretion. Where this is the case, there are different options depending on whether your product is within its guarantee period, a list of which is available here.
Is product within its guarantee period?
Will we cover postage?
What can we do?
If your product is less than six months old and you bought directly from Berghaus.com, yes. If your product is more than six months old or you bought from a third party or a Berghaus store, no.
We’ll repair your item free of charge if we can. If we can’t repair your item, we will replace it to the closest possible available up to the same retail value on Berghaus.com. We will just ask for proof of purchase to determine what that retail value should be. If you don’t have proof of purchase, we’ll offer you a 30% off discount code for Berghaus.com.
We’ll repair your item free of charge if we can. If we can’t, we will offer a 30% off discount code for Berghaus.com and recycle your old Berghaus item for you, if you’re happy for us to do so.
Please see the FAQ’s page for further details.