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Repairs

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

Our customers expect ORTLIEB products to be durable and repairable just in case something should happen to break. After all, the subject of product repairability has always been part of our genetic make-up.

And we are continuously working on expanding this service network. By doing so, we save our customers long waiting times and are able to shorten shipping routes. 

We're happy to now offer this service here in Canada!

Read on for all of the details.

Learn more about ORTLIEB's other sustainable initiatives

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

If your bag has already exceeded the warranty or the defect was self-inflicted, then you are in the right place here for repairs.

  • You can submit a repair request using the Repair Form found here.
  • It is important for us that you describe the fault as accurately as possible, ideally with pictures.
  • You will then receive an RMA number for your request along with return instructions.
  • Please send your product back free of dirt and sweat. A human will be repairing your bag, please be kind and remove grime and dirt before shipping it back. We reserve the right to charge a cleaning fee if required.
  • Please package the item securely so that it arrives safely. We are not responsible for damage sustained in shipping.
  • Only after the defect has been inspected by our trained staff can we estimate the cost of a repair accurately.
  • Once the product has been evaluated:

  • Repair procedure


    • You will receive an offer by e-mail, with instructions on payment options.
    • Once the repair is paid it will be carried out promptly.
    • You will get your product back with your a receipt via the courier of our choice.
    • You will receive tracking information for the repaired product by e-mail.
    • If you reject the repair offer, we will return your unrepaired product and charge a nominal shipping and handling fee.
Repair Form

#KEEPONORTLIEB

If your product is no longer reasonably able to be repaired, this does not mean the end. In this case, we will offer you a goodwill 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.

If this is the case and your bag is at the end of it's road, we will reach out (with appropriate sympathy) with replacement product suggestions.

GENERAL REPAIR CONDITIONS

  • By sending us a product to repair, you are giving us the order to carry out the repairs we deem necessary, unless otherwise stated in a declaration by the sender.
  • Please note that we will only be able to process your submission with a sufficient description of the fault.
  • Repair orders for older products are pending evaluation.
  • In the event of damage to your product during a repair carried out by us, we will of course exchange it for a product in our stock.
  • Please note that in the event of a high volume of repairs or conversion requests, your order may take longer to process. Thank you in advance for your understanding.
  • If you have any further questions about your repair, please contact our customer service!