FAQ: Warranty, Guarantee & Complaints
Warranty, Guarantee & Complaints
We stand behind our products. Here you will find all important information about warranty, guarantee, and the complaint process.
What do I do if my product is defective?
No problem – we will take care of it! Write to us via the contact form and include the following:
- Photo or short video of the defect
- Order number (starts with AS...)
- Brief description: When did the defect occur?
We will get back to you within 24 hours (Mon–Fri) with a solution.
What warranty applies?
Statutory guarantee (2 years)
As a customer, you are legally entitled to a 2-year guarantee from the date of purchase.
This applies to:
- Material defects (e.g., cracks, seams coming undone)
- Manufacturing defects (e.g., waterproofing failure in gloves)
- Functional defects (e.g., defective fastening system)
This does not apply to:
- Normal wear and tear from use
- Damage caused by improper care or misuse
- External impacts (falls, accidents)
How does a complaint process work?
Step 1: Fill out the contact form with a photo + order number.
Step 2: We will review and respond within 24 hours (Mon–Fri).
Step 3: Solution depending on the case:
- Free replacement (for manufacturing/material defects)
- Refund (if no replacement is available)
- Voucher in goodwill cases
Good to know: In most cases, you do not have to return the product.
My gloves are no longer waterproof – what should I do?
Waterproofing can decrease due to frequent cleaning – this is normal for all weatherproof textile gloves. Our recommendation:
- Rinse gloves with clear water (no detergent)
- Treat with textile waterproofing spray (e.g., Nikwax or Grangers)
- Let air dry – do not use a dryer
If waterproofing decreases after only a few months despite care → possible manufacturing defect → please contact us.
Received wrong or damaged product?
Please report within 14 days of receipt via the contact form with:
- Photo of the wrong/damaged item
- Order number (AS...)
- If applicable, photo of the shipping box
We will send you a free replacement – without returning the wrong item.
Goodwill beyond the guarantee?
We review each case individually. In justified cases, we also assist after the statutory guarantee period has expired.
Contact
📋 Contact form
⏱️ Response time: within 24h (Mon–Fri)
📦 Always provide your order number (AS...)
