Returns
Have you purchased a product in our online shop and would like to return it?
Returning ORTLIEB products
How does the return process work?
To offer you the best possible service, your request will be handled directly by our distribution partner in the UK. You’ll find the exact process further down on this page
Did you not purchase your product from the ORTLIEB shop in the United Kingdom?
- Please select the country where you made your purchase in the ORTLIEB shop by clicking the globe symbol in the menu bar.
- If you purchased your product from one of our dealers, please contact the respective retailer directly.
Further information on returns
- Returned goods must be in new, unused condition and in their original packaging.
- Return postage is the responsibility of the buyer.
- For an exchange, please return the unused product to us and place a new order. A refund will be issued upon receipt of the returned item.
- If your product has a defect that may be covered by the manufacturer's warranty, please see the warranty returns section for instructions on how to return the product.
The return process
1. Contact customer service
Please send an e-mail to ortlieb@lyon.co.uk with your order details and the reason for the return within the 30-day return policy before you send the product(s) back to us.
2. Wait for confirmation
We will provide you with a pre-authorised returns reference. Please do not return any items to us without a returns reference.
Please carefully pack the unused items in their original undamaged packaging with all labels attached.
3. Send your product
We recommend that you use an insured service when purchasing postage to obtain proof of delivery. This will protect you against loss or damage during transit.
Stamp the package sufficiently and send it to the address provided.
4. We process your return
A refund will be issued to your original method of payment a few days later.