Lifelong repair service
For Customers in the European Union
With Deuter, quality and sustainability are paramount.
This responsibility does not end with the sale of our products. We want to be a lifelong companion for people. We therefore give you the Deuter promise for our products. This means that we offer you a worldwide, lifelong repair service for your favourite Deuter pieces.
Warranty and guarantee – the underlying facts
As a manufacturer, we offer a 2-year guarantee from the date of purchase for each Deuter product in addition to the statutory warranty claims. The guarantee can be used in all countries in which a Deuter product has been sold and authorised by us.
Within this two-year warranty period, through product repair or replacement, we eliminate all defects due to material or manufacturing errors free or charge. The warranty excludes damages caused by improper use, personal negligence, normal wear and tear, and defects that have a marginal effect on the value or usability of the product. The warranty becomes void if the service providers are not authorised by us and if parts other than original Deuter replacement parts are used.
Procedure in case of repair
What do I have to do to send in my Deuter product for repair?
Please contact our customer service via the contact form "Repair or Complaint". Please do not forget to include your customer number and order number. For best communication you can also give us your phone number. We do our best to process your request quickly!
- Clean your product
Your Deuter product must be taken to the Deuter retailer completely emptied and cleaned for reasons of hygiene and out of consideration for our employees. Only then can we carry out a repair and guarantee a short processing time. Observe our care instructions.
- Include the purchase receipt if you still have it
With the help of your purchase receipt from the authorised Deuter retailer, we can check whether your product falls under the free warranty (2 years from the date of purchase).
- Mark the defect well
Defective areas must be precisely explained in a letter or marked clearly, since we are not always able to detect a defect. Your retailer can also help you here.
- Bring your product to the retailer
Your retailer will send your product to Deuter. They will also be able to inform you about any costs incurred. Unfortunately, we cannot carry out remote diagnoses and can only make detailed statements on costs and repair options when the item is available for us to inspect. We do our best to repair defects, regardless of the age of the product.
- Wait for a cost estimate
As soon as your product has been received by us, we will check the defect. We will let you know via your retailer whether we can repair your product and which costs may be incurred. We only process the defect after your approval.
- Repair work is carried out
We repair your Deuter product. Within the first two years, the repair or exchange is naturally carried out free of charge, if the warranty claim is justified. Otherwise, or after the expiry of the voluntary guarantee, we carry out the repair under a low-cost sharing arrangement. As soon as your item has been received by us, the processing period generally amounts to ten working days.
- Collect your product from the retailer
We will send your repaired item back to the retailer. They will inform you as soon as you can collect your Deuter product.
Please contact your authorised Deuter online retailer directly. As with the stationary retailer, they must then send the claim to Deuter.
What happens if you cannot repair my product?
Our tailors Özlem and Eugen will do their best to repair your favourite piece. If we can no longer repair your product, then the cost of processing may be incurred (processing fees and postage), even though your item is returned to the retailer without repair. We ask for your understanding. However, the retailer can help you gauge in advance whether your product is still repairable.
For Customers in the USA
We promise to repair any Deuter pack free of charge, no matter its generation or the reason for damage or defect. Regardless of how many trail miles it has seen, we’ll attempt to stitch it up for many more adventures to come. If this pack is deemed to be truly at the end of its trail life and is irreparable, we’ll replace it with the closest comparable pack.