Warranty return
Sending in ORTLIEB products
How does it work?
You’ll find the exact process further down on this page.
For inquiries from other countries than the USA, please select your country using the globe icon in the menu, or visit our distributor page to find the right contact person.
Frequently Asked Questions
What are the conditions?
- If your product is damaged during a repair, we will replace it with a product from stock.
- The repair team reserves the right to refuse servicing of a soiled product. The customer is responsible for cleaning each product to the extent possible.
(We recommend warm water and a non-corrosive cleaner, like Dawn dish soap. Let the product air dry - do not dry with heat)
What does the warranty cover?
- If you are unsure whether your case is covered by the warranty, please read our warranty terms and conditions.
- ORTLIEB USA accepts no liability for any claims relating to normal wear and tear, improper product use, failure to follow assembly or mounting instructions, product modifications, or improper storage.
- The warranty does not cover material abrasion, holes, tears, cuts, or other damages that occur as a result of an external variable or event (i.e., bicycle accident).
The process of your complaint
1. Contact customer service
If your product has a defect covered by the manufacturer’s warranty, please contact us before sending in your product.
Email us at ProductService@ortliebusa.com with your original purchasing details and a description of the warranty claim.
Please include a clear photo of the problem part or area and a photo of the entire product front and back so that we can make an initial assessment.
2. Prepare your product
Our product service department will contact you to provide a return authorization number and an address to send the product to.
Please remove all personal items as well as any attachments such as mounts or adapters, and clean the product thoroughly. This ensures we can handle it safely and hygienically.
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.
Once prepared, please send the product to the address provided.
4. We process your shipment
Your product will be professionally repaired as quickly as possible. If a repair is not possible, we will replace your product.
Your product will be returned to you via USPS or UPS.