Repairhaus Terms & Conditions

REPAIRHAUS TERMS AND CONDITIONS

1. Introduction

At Berghaus, we’re committed to helping you keep your product in use for as long as possible. Our Repairhaus service aims to repair eligible Berghaus products free of charge, in accordance with these terms and conditions (“Repairhaus Terms”).

These Repairhaus Terms should be read alongside our Terms of Sale, which also apply to the Repairhaus service where relevant, including (without limitation) our limitation of liability and governing law provisions.

Nothing in these Repairhaus Terms affects your statutory rights.

We may update these Repairhaus Terms from time to time by posting an updated version on our Website.

2. The Repair Service

If your Berghaus product becomes damaged and is capable of repair (and not excluded under clause 4), we will aim to repair it free of charge.

Repairs may be carried out at our Sunderland repair centre or by one of our authorised repair partners in the UK or Europe.

All repairs are subject to assessment by our repair team. We reserve the right to refuse a repair where, acting reasonably, we determine that:

• the product is not capable of repair; or
• the damage falls within the exclusions in clause 4.

Repairs may not restore the product to its original condition, and some cosmetic differences may remain.

3. How to Request a Repair

To request a repair, visit the Repairhaus page on our Website and submit the required information about your product.

Once we have assessed your request, we will let you know whether your product is eligible for repair. If so, we will provide instructions for sending your item to us.

Unless stated otherwise in clause 4:

• you are responsible for the cost of sending the product to us; and
• we recommend using a tracked delivery service, as we are not responsible for items lost in transit to us where a tracked service is not used.

We will return your repaired product to the address you provide using a tracked service.

We aim to complete repairs within a reasonable timeframe, but turnaround times may vary depending on the nature of the repair and demand.

4. Exclusions and Repair Outcomes

4.1 Exclusions

We are unable to offer repairs for:

• tents (please contact your original point of purchase);
• reproofing of waterproof garments;
• replacement parts (e.g. laces);
• damage caused by significant misuse, neglect, or failure to follow care instructions;
• damage resulting from non-Berghaus approved repairs; and
• items that, in our reasonable opinion, are beyond repair.

4.2 If a Product Cannot Be Repaired

If your product cannot be repaired, the outcome will depend on whether it is within its guarantee period:

If within guarantee period:

• We will repair the item where possible.
• If we cannot repair it, we will offer a replacement product of equivalent type and up to the original purchase price (or, where unavailable, the current recommended retail price).
• Proof of purchase may be required.
• If proof of purchase is not available, we may offer a discount code (typically 30% off) for use on Berghaus.com, subject to standard promotional terms.

If outside guarantee period:

• We will repair the item where possible.
• If we cannot repair it, we may offer a discount code (typically 30% off), subject to standard promotional terms.
• With your consent, we may recycle your item.

4.3 Postage

Postage costs are handled as follows:

• If your product is less than six months old and purchased directly from Berghaus.com, we will cover reasonable postage costs.
• In all other cases, you are responsible for sending the product to us.
• We will cover the cost of returning repaired items to you.

5. Our Responsibility

We will use reasonable care and skill when handling and repairing your product.

However, to the extent permitted by law:

• we are not responsible for any loss or damage that is not a foreseeable result of our breach of these Repairhaus Terms or failure to use reasonable care and skill;
• we are not responsible for items lost or damaged in transit to us where you have not used a tracked delivery service; and
• where your product was not purchased directly from Berghaus, our total liability shall not exceed the reasonable market value of the product at the time of repair.

Nothing in these Repairhaus Terms limits or excludes liability that cannot be limited under applicable law, including for death or personal injury caused by negligence or fraud.

6. Uncollected Items

If we are unable to return your product to you (for example, due to incorrect address details or lack of response), we will attempt to contact you.

If we are unable to arrange return within a reasonable period, we reserve the right to dispose of or recycle the item after giving reasonable notice.

7. General

These Repairhaus Terms are governed by English law. Any disputes will be subject to the jurisdiction provisions set out in our Terms of Sale.