Repair / Claim

Repair service

How does the repair of my VAUDE product work?

We are happy to repair your favorite products! In doing so, we help to extend the life cycle of your product and conserve resources. At VAUDE, we offer a repair service for all our products. Below you will also find a map with other repair service providers in your area.
Please note that the repair process at VAUDE is currently take at least 4-6 weeks due to the large number of requests. 
When it comes to simple sewing jobs, we have put together a collection of repair instructions for you. Maybe you'll find the solution you're looking for there.
If you would like to make use of the VAUDE repair service, please proceed as follows:
  • Where did you purchase your VAUDE product? Please take your item to be repaired to the retailer where you purchased it. If you ordered the product from an online store, please contact the relevant online retailer. If you purchased the product via the VAUDE online store vaude.com, please contact us here.
  • Let your dealer know what exactly needs to be repaired.
  • The VAUDE repair service team will carefully check whether the repair is possible.
  • Your dealer will inform you of the results and the costs involved.
  • If everything is in order, the repair will be carried out as quickly as possible.
  • After the repair, your item will be sent directly back to your retailer.
  • You can pick up your repaired item there and use it again to the full!
Would you like to have your product repaired by us?

We are happy to repair your favorite products. This extends their lifespans and reduces the impact on the planet, which is why we offer an independent repair service for all products — you don’t need to file a complaint to get a repair.
Due to many requests, our repair process currently takes at least 4-6 weeks. Therefore, please contact one of our dealers with short-term requests, who will be happy to help you.
When it comes to simple sewing, you can also stop by a repair cafe near you.
Moreover, we have compiled a lot of repair instructions here. Have a look if this already helps you.
If you want to use our repair service, please follow the steps below:
  • Take your damaged product to your VAUDE dealer
  • Tell them you’d like to have it repaired
  • They’ll check the item for repair feasibility
  • Your dealer will also provide information on options and costs
  • The repair is made
  • The article is returned to your VAUDE dealer
  • Pick it up at the VAUDE dealer
How long should I expect the repair to take?

Due to many repair requests our repair process currently takes at least 4-6 weeks. Please contact one of our dealers with your repair. If you have already sent your product to us, please be patient. Thank you.

Can I send in a third-party product for repair?

We also take over repairs of articles of other brands. Here, however, there may be longer waiting times.
Due to many repair requests our repair process currently takes at least 4-6 weeks. Therefore, please contact one of our dealers with your repair. If you have already sent your product to us, please be patient. Thank you.

Can I have an article changed / shortened?

You want a change to your product? You are welcome to send us your VAUDE product for modification. In this case, please let us know your change request through your dealer.
We will inform you about the change options and costs incurred through your dealer before we perform the service. After the processing time, you can pick up the item again at your dealer.

Complaint process

How can I make a complaint about an item?

Your item is defective or damaged? We are sorry! 
Did you purchase the product from one of our dealers? Then please contact this dealer directly. He will take care of the complaint and give you information about the deadlines, possible costs and further steps.
Did you purchase the product on vaude.com? Then you can find the information about the complaint process here - step by step:
1. packing:
Fill out the return bill with reason "01 item defective" and the field "comment" with a detailed description of the defect and your processing request and put it with the item in the package.
Please note:
If the product has already been used, we kindly ask you to wash or clean it according to the care instructions on the label before returning it. Otherwise, we reserve the right to charge a cleaning fee.
You can find detailed care instructions here.
2. return address:
Please always send the return to your partner. You can find the address in the red box on the return slip. Please note that when ordering via vaude.com no complaint can be sent to the VAUDE Sport GmbH & Co. KG address, but only to your contract partner. A warranty claim exists only against your contractual partner. 
3. Shipping:
You can send your package with the parcel service provider of your choice to your contractual partner. Keep the issued return receipt best. Please note that the return of the goods at your expense and risk runs.
4. Complaint processing:
As VAUDE is committed to sustainability and we consistently pursue this strategy, we always first try to repair your complaint in the context of subsequent performance. 
Inside your warranty claim, the processing is free of charge. Outside of your warranty claim or in case of own fault, we can perform a chargeable complaint processing at your request. However, this is only possible if you agree to the cost estimate. Your dealer will contact you in such cases.
Note: During the summer months, we usually have significantly more repair requests. This can lead to delays in July / August your repair. We ask you for a little patience.

How long should I expect it to take to process a complaint?

Due to many repair requests our repair process can take up to 20 business days or 4 weeks especially during vacation periods. Please contact one of our premium partners or dealers with your repair. If you have already sent your product to us, please be patient. Thank you.

Your dealer is insolvent or you bought the product abroad?

If you are further away from your dealer, we still ask you first to contact them by mail or phone.
Should a contact with the dealer is not (more) possible, then please contact us directly. Please formulate clearly why your dealer can not help.
Direct complaints to the manufacturer are associated with certain disadvantages and must be clearly justified.

How does the complaint of a product work?

Did you purchase the product from one of our dealers? Then please contact this dealer directly. He will take care of the complaint and give you information about the deadlines, possible costs and further steps.
Did you purchase the product on vaude.com? Then you can find the information about the complaint process here:
1. packing:
Fill out the return slip with reason "01 item defective" and the field "comment" with a detailed description of the defect and your processing request and put it with the item in the package.
2. return address:
Please always send the return to your sales partner. You will find the address in the red box on the return slip. Please note that for orders placed via vaude.com, complaints cannot be sent to the VAUDE GmbH & Co. KG address if they were purchased via a partner, but only to the contractual partner from whom you received the package. A warranty claim only exists against your contractual partner.
3. Shipping:
You can send your package with the parcel service provider of your choice to your contractual partner. Keep the issued return receipt best. Please note that the return of the goods at your expense and risk runs.
4. Complaint processing:
As VAUDE is committed to sustainability and we consistently pursue this strategy, we always first try to repair your complaint in the context of subsequent performance. 
Inside your warranty claim, the processing is free of charge. Outside of your warranty claim or in case of own fault, we can perform a chargeable complaint processing at your request. But only if you agree to the estimate that you receive in advance.