Claims & complaints

What is a claim?

A claim means you notify us about a product that is defective, damaged or faulty. This may involve a manufacturing defect, damage during delivery, or that the product does not meet what was promised. Claims can be made for goods covered by warranty or that are defective upon delivery, but not for damage caused by wear or incorrect use. As a consumer, you have the right to make a claim within three years under consumer law.

How do I file a claim?

Your order number or receipt.
A detailed description of the issue.
Photos showing the defect, damage or deficiency.

Assessment: Once we receive your claim, we make an initial assessment and, if needed, forward the matter to the manufacturer. Based on the photos and your description, we determine whether the issue is a manufacturing defect or due to wear or incorrect use.

Action

After the assessment, we’ll contact you to inform you of the next steps. If the claim is approved, the result may be a repair, replacement or another action depending on the scope of the damage.

Costs

Filing a claim is usually free for the customer, but there are exceptions. For products such as roof tents and kayaks, shipping and handling costs may apply in some cases depending on the size and the situation. We’ll inform you about any costs before we proceed so you have full insight.

Assessment

After we receive your claim, we may forward it to the manufacturer. We work with the manufacturer to carry out a thorough assessment. The goal is to determine whether the issue is a production fault or due to use, wear or improper handling. We’ll get back to you as soon as the assessment is complete.

Measures

If the assessment shows a clear manufacturing defect, we aim to repair the product. If a repair isn’t possible, we may replace it with a new, equivalent product. Where the issue is due to use‑related factors, such as improper handling or wear, other measures may apply, like offering paid repair or recommending maintenance services.

Refund or compensation

If we cannot repair or replace the product, you may be entitled to a refund. Refunds are processed within 2–7 business days after the claim is approved and closed. If the exact product is no longer available, we can offer an equivalent replacement instead. Our goal is always to find a fair and satisfactory solution for you.

Conditions for claims

Claims apply to products with manufacturing defects, damage on delivery or other faults affecting functionality and quality. This includes our standard products, but for larger items such as roof tents and kayaks, special conditions and procedures may apply. Damage due to incorrect use, wear or external factors such as accidents is generally not covered.

Dispute resolution

We always strive to resolve claims fairly and smoothly. If you are dissatisfied with our decision, you have the right to take the matter to an independent dispute resolution body. We always follow their recommendations and applicable consumer law to ensure a correct and fair handling of your case.