Returning an item
If you need to make a return and checked out as a guest please contact our customer service team on live chat through the help centre or ring us on 0800 151 0770.
Returns Policy & FAQs
To arrange your return please log into your account, select your order and click the return button where you will be guided through the returns process.
For faulty/ incorrect items a message box will be presented after following the above where you will need to provide more information on your order and customer service will then get in touch to help resolve.
Alternatively, if you are experiencing any issues contact us by logging into your account.
Once you have processed your return you will have a further 14 days to return your items to us. Please return the items in their original packaging, package the items securely and ensure our returns form is included inside. You will need to obtain a proof of postage receipt when you return your items to us.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please ensure that you send your item back to us using a delivery service that insures you for the value of the items.
If you request a replacement item and the item is no longer available, we will process a refund back to the original account you used to purchase the item.
Please note, all unwanted items need to be returned in pristine condition with all tags intact. For hygiene reasons we will not accept returns or offer an exchange on face masks or underwear & products where the hygiene seal has been removed.
All successful returns will be credited to the original method used for payment. The original shipping charges will not be refunded. We will notify you via email once we have processed your return.
Due to COVID please note there may be a delay in processing your return please allow up to 5-7 working days from when your return is delivered to then process your refund. Please note once the refund is processed they can take 3 to 5 working days to show into your account (dependent on your bank).
We have high standards when it comes to packaging your order however mistakes do occur from time to time. Please contact us with all information you have. As part of our customer objectives, we will do our utmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action.
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact us through your account using the online message centre. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this we ask that you contact us through your account using the online message centre. Please provide details of the fault and where possible attach pictures to your message.
Unfortunately, we are unable to offer an exchange service at this time. Please follow the returns procedures to return your item(s) and place a new order for the replacement.
UK returns are now free - Please register and send your return as advised above.
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the inspections of the item .Costs of posting the item back to you will depend on the item and will be communicated to you after the inspection process has been completed.
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives via your account or by post at, Berghaus Customer Service Department, 1-2 The Stables Gadbrook Park, Northwich, CW9 7RA.
To: Berghaus Customer Service Department, 1-2 The Stables Gadbrook Park, Northwich, CW9 7RA.
I hereby give notice that I cancel my contract of sale of the following goods:
Name of customer:
Address of customer:
Signature of customer (only if sent by paper):