Our Commitment to Your Satisfaction

At Bergfreunde Shop, we’re dedicated to ensuring your complete satisfaction with every purchase, just as we’re committed to crafting premium sports apparel that enhances your performance. We understand that sometimes products may not meet your expectations, which is why we’ve created a straightforward returns and exchanges process.

Returns & Exchanges Timeframe

You may return or exchange items within 15 days of receiving your order. All returned items must be in their original condition – unworn, unwashed, with original tags attached and in the original packaging.

Step-by-Step Return Process

Step 1: Initiate Your Return Request

Contact our customer service team within 15 days of receiving your order to initiate the return process. Use the template below to ensure we have all the necessary information.

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]

Message:

Dear Bergfreunde Shop Customer Service,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number]

Order Date: [Date of Order]

Items to Return/Exchange:

  • [Product Name, Size, Color]
  • [Product Name, Size, Color]

Reason for Return/Exchange: [Please specify – Size issue, damaged item, wrong item received, etc.]

Preferred Resolution: [Refund / Exchange for (specific product)]

Full Name: [Your Full Name]

Email Address: [Your Email Address]

Thank you for your assistance.

Sincerely,
[Your Name]

Step 2: Receive Return Instructions

Within 24-48 hours, our customer service team will email you detailed return instructions, including the return shipping address and any specific requirements.

Step 3: Package and Ship Your Return

Carefully package the items in their original condition and ship them to the provided address. We recommend using a trackable shipping service and retaining your shipping receipt.

Step 4: Processing and Resolution

Once we receive your return, our team will inspect the items within 3-5 business days and process your refund or exchange according to your request.

Refund Timeline and Method

Refunds will be processed to your original payment method within 7-10 business days after we receive and inspect your returned items. The refund will appear on your statement based on your financial institution’s processing times:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 3-7 business days after we process the refund
  • PayPal: Typically within 24-48 hours after we process the refund

Please note that original shipping fees are non-refundable, unless the return is due to our error or a defective product.

Important Notes

Return Shipping Costs: Customers are responsible for return shipping costs, unless the return is due to our error or a defective product.

International Returns: As we serve customers globally (excluding Asia and some remote areas), please be aware that international return shipping costs and customs duties are the customer’s responsibility.

Final Sale Items: Based on our product analysis, the following items are considered final sale and cannot be returned or exchanged:

  • 3/4 length underwear (for hygiene reasons)
  • Briefs & boxers (for hygiene reasons)
  • Cycling singlets (direct skin contact items)
  • Any items without original tags or packaging
  • Personalized or custom-made products

Exchanges

We’re happy to exchange items for a different size or color, subject to availability. If the item you want is out of stock, we’ll process a refund instead. Exchange shipping is free for customers in eligible regions.

Need Assistance?

Our customer service team is here to help with any questions about returns or exchanges:

Email: [email protected]

Response Time: Within 24-48 hours during business days

Business Address: 1279 Birch Street, El Paso, US 79924

Thank you for choosing Bergfreunde Shop. We’re committed to supporting your active lifestyle with quality gear and exceptional service, just as we’re dedicated to protecting your privacy and ensuring your shopping satisfaction.