Repair

Your beloved ORTLIEB bag has a hole, tear or other damage? ORTLIEB products stand for sustainability and durability. This also includes a professional repair.

I would like to send in a product

Here you can send in your product directly for repair.

By submitting our repair form, an order is automatically sent to us and you will receive the appropriate GLS label by email.

Send in product

I have a question about the repair

Do you still have questions about the repairability of your ORTLIEB products or would you like to clarify your individual case in advance?

Our customer service team will be happy to help you and answer your individual questions.

To customer service

Repair

In Germany, there are two different ways in which we can repair your product:

1. Submission

Fill in our online form at the bottom of the page and send in your product for repair.

Directly to the form

2. On-site repair

Take your product to one of our specially trained service dealers and have it repaired on site.

To the service dealers

ORTLIEB warranty

If your bag has a defect within the 5-year ORTLIEB warranty that is due to material or manufacturing defects and is not caused by you, please register a complaint (a receipt must be enclosed or uploaded in advance).

Zum Reklamationsportal

The information on this page is aimed exclusively at consumers in Germany.
If you are not located in Germany, please visit our repair pages for Austria or Switzerland.
For ORTLIEB dealers, we offer repairs via the B2B portal .

How does the return process work?

1

The registration

You can simply register such a repair using the form . In addition to the costs for the repair, shipping costs of 5.00 euros each will be charged for the return shipment. It is important for us to receive as detailed a description of the fault as possible, ideally with pictures. After submitting the form, you will receive your parcel label.

2

To the parcel shop

Print out the label and stick it clearly visible on the parcel. You can hand in your finished parcel at any GLS shop in Germany. If you are unsure where the nearest parcel station is, simply use the GLS-Shop locator.

3

We process your shipment

Only after the defect has been inspected by our trained staff can we in Customer Service estimate the cost of a repair more accurately. There are then various options for you and your item, depending on the cost of the repair:

The possibilities after the assessment

Repair costs up to 20 euros

If the cost of a repair is less than 20 euros, it will be carried out automatically.
We will no longer contact you for this purpose.

Repair costs from 20 euros

If the costs exceed 20 euros, you will receive an offer by e-mail.
If you give us your consent to the repair in the amount of the offer by e-mail, it will be carried out promptly.
If you reject our offer, we will return your unrepaired product and charge a handling fee of 5.00 euros.

If unfortunately a repair is no longer worthwhile

If it is no longer viable to repair your product, this does not mean the end. In this case, we will make you a goodwill offer: you will receive a 25% discount on the retail price of an equivalent product from our current collection. At the same time, we will dispose of your old product professionally and free of charge. You can enter the desired replacement product in the corresponding field in the form. This information is optional! If you do not enter anything, we will contact you regarding the goodwill offer.

4

Your delivery

As soon as your product with invoice is returned by GLS, you will receive a notification by e-mail.

Repair conditions and costs

  • The sending of a product to us is the order to carry out the repairs deemed necessary by us, unless otherwise stated in a declaration by the sender.
  • Please note that we are unfortunately unable to process your submission without a sufficient description of the fault.
  • If we do not receive any feedback from you within 2 weeks of sending the offer, we are entitled to return the product to you for a handling fee of €5.00 plus a shipping fee of €5.00 each for outward and return shipping.
  • Repair orders for older products are only accepted with reservations.
  • If your product is damaged during a repair carried out by us, we will of course replace it with a product we have in stock.
  • Please note that it may take longer to process your order if there is a high volume of repairs. We ask for your understanding!
  • All products sent in for repair must be sent in clean condition, as only clean products can be repaired optimally. For dirty products, we have to charge a cleaning fee of 5.00 euros (however, only the area to be repaired will be cleaned).
  • To get an overview of possible costs, simply take a look at our repair price list. Here you will find an overview of the most common repairs and their prices.

The information on this page is aimed exclusively at consumers in Germany.
If you are not located in Germany, please visit our repair pages for Austria or Switzerland.
For ORTLIEB dealers, we offer repairs via the B2B portal .

By submitting the form, an order is automatically sent to us and you will receive the appropriate GLS label. If you have any questions, please contact us in advance.

All prices incl. 19% VAT, plus shipping fee of 5.00 Euro per return (!) Plus cleaning fee of 5.00 Euro for soiled products.

Open repair form

Not found the right one yet?

You can find more information on our services and many other topics in our Service & Support overview.

Back to Service & Support