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 USA?
- 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.
Return conditions
- Do not return product(s) in person to the distribution center - it will be refused. The distribution center is closed to the public.
- Products that have been opened and/or used, soiled, marred, or altered in any way are not refundable.
- Products returned to ORTLIEB USA without a Return Authorization number will be charged $9.99 for the use of the return label, as well as a 20% re-stocking fee.
- Items returned to our warehouse outside of the 30-day window mentioned in our return policy will be sent back to the customer.
- At ORTLIEB USA LLC’s discretion, credit may be less than original invoice.
- Exchanges: To replace an item, you need to return it via the method noted above and then purchase a new one in a separate transaction.
- Warranty: 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.
- Damaged Products: If you receive a product that was damaged in shipping, contact the carrier immediately to report the condition of the goods. ORTLIEB USA LLC is not responsible for the condition of goods while in shipping. After contacting the shipping carrier, please reach out to Customer Service if your product was damaged.
- Pro Deals: No returns for correctly shipped product on a professional courtesy sale (pro-deal) are accepted. If you are inquiring about a return for an order made through a professional courtesy sale such as ExpertVoice, please do not contact ORTLIEB USA. Contact ExpertVoice directly at support@expertvoice.com
The return process
1. Contact customer service
Please send an e-mail to customerservice@ortliebusa.com with your order details to review and accept our return conditions, and to receive a Return Authorization Number (RA#).
2. Prepare the product
Pack the product(s) in the original packaging in "as new" condition. Be sure to include copies of the original sales receipt and your daytime contact information. Please make sure that all accessories, instructions, etc. are included in the shipment to avoid a reduction in your refund.
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.
If you choose to use the UPS return label provided, your refund will be reduced by $9.99.
4. We process your return
Credit will be issued to your original method of payment within a few business days.
Products that do not meet our return conditions may be subject to restocking fees or refunds may be denied.