Step-by-Step-Guide to claim a product?

Do you want to claim a product that you have bought in the last 2 years? Then you will find all the information on the procedure below:

1. Clean your product and have invoice available

In respect of our employees, we ask you to clean the product you before claiming. You can find information on proper cleaning in the following articles:

• How to clean and take care for my EVOC backpack?
• How to clean and take care for my EVOC backpack?
• How to take care of my BIKE TRAVEL BAG?

Please, make sure you have the invoice availble before claiming.

2. Your warranty request

For legal reasons, claims must always be handled at the place where the product was purchased. For this reason, a difference is made between a purchase from a specialist retailer and a purchase from our EVOC webshop:

• Purchase from EVOC retailer
  Take the product you want to claim, including the invoice, to the EVOC specialist retailer where you purchased the product or contact the online store where you purchased the product and send the product back.
  Your request will be checked by the retailer and forwarded to us.
• Purchase in the EVOC webshop
  Send your claim request directly to us via our contact form with the subject warranty and claims. Please attach your invoice, a description of the defect and detailed photos of the product.
  In this case, your request will be checked directly by us and you will receive information on the next steps by email.

3. Processing your request

Based on the photos, which we receive either from our specialist retailer or directly from you, we can get an initial picture of the defect. General, the defective product is then checked by us or our distributors. Our aim is to have the defect repaired by our in-house seamstress. You will then receive your repaired product back free of charge. If a repair is not possible, we will replace the product and you can collect it directly from the specialist retailer where you originally bought it, or the new product will be sent to you by the online store where you bought it or directly from us.

It usually takes 2-3 weeks to process your complaint.