The Deuter Promise

OUR PACKS ARE BUILT TO SUMMIT MOUNTAINS, NOT LANDFILLS.


 

We promise to repair any Deuter pack free of charge, no matter its generation or the reason for damage or defect. Regardless of how many trail miles it has seen, we’ll attempt to stitch it up for many more adventures to come. If this pack is deemed to be truly at the end of its trail life and is irreparable, we’ll replace it with the closest comparable pack.

We believe in the durability of our products.

We believe in the best customer support.

We believe in collective action to reduce our environmental impact.

We promise.

Warranty and guarantee – the underlying facts

Deuter USA offers a repair service in addition to product replacement for damaged products. As long as it is technically possible (meaning, the pack isn’t at the bottom of the Grand Canyon) and the repairs will not compromise performance of the product, our preference is always to repair your damaged pack. The Deuter Promise policies vary globally. Customers outside of the USA should contact their local dealer.

Procedure in case of repair

What do I have to do to send in my Deuter product for repair?

If you believe your Deuter product is defective, requires a spare part, or needs repair services, please fill out and submit our warranty request form, located here. PLEASE DO NOT SKIP THIS STEP – we will often send replacement parts directly to you without requiring a physical pack examination. Save yourself time and money by filling out the Warranty Request Form.

Our warranty office will reply within one week of receiving your Warranty Request Form regarding next steps for repair or replacement. Please ensure that warranty@deuterusa.com is added to your email contacts, and double and triple check your spam folder if you believe we have not been in touch. Our warranty office will either notify you that replacement parts are on their way or provide further instruction on shipping your product directly to Deuter USA. Please follow all instructions provided in the email from warranty@deuterusa.com.

 

Go to the contact form

For sanitary reasons and out of respect for our employees, your Deuter product must be clean and completely empty before you send it in for repair. Clean products help us avoid quarantining Deuter employees in the warehouse with only protein bars and water to survive, as well as ensure a speedy processing time. Dirty products give our repair teams watery eyes, respiratory distress, and sometimes skin rashes – if you’d like to avoid extensive staff breaks for recovery, please note our care instructions.

Please contact your authorised Deuter online retailer directly. As with the stationary retailer, they must then s

You will be sent a Return Authorization (RA) number to identify your claim. We recommend that you write your RA number on the outside of the box when sending to Deuter USA.

Customers are responsible for getting the product(s) to Deuter USA, Inc. Deuter USA will cover ground shipping from our warranty location back to the customer for all items covered under warranty.

Note: We strongly recommend that all returns sent to Deuter USA, Inc. are carefully packaged, insured, and have a tracking number. Deuter USA, Inc. cannot accept responsibility for shipments that did not arrive or are damaged by the shipper

 

A repair or replacement is free of charge if it is subject to an eligible warranty claim. Deuter will confirm they have received your pack by email.

 

During busy season (March – September) we'll repair your Deuter product within 4-6 weeks of receiving it. Off-season repair times are shorter. For faster turnaround, please consider sending your products back during the fall and winter months.

Once it is repaired, Deuter USA will notify you when your pack returns from the shop and the day it ships out, along with the coinciding tracking information for your product. Soon after, you’ll receive your pack and be able to get back out on the trails!

What happens if you cannot repair my product?


We recommend you use our Warranty Request Form to help us determine the next steps for your pack. Our Deuter warranty team will do their best to repair your favorite piece. If we cannot repair a product that falls under warranty, we will replace the pack. If your chosen pack is unavailable, Deuter will offer to replace your product with a comparable pack. If an unrepairable pack does not fall under warranty, Deuter will ship your pack back free of charge.