Service & Help
Do you need support with returns, exchanges, or a defective product?
Here you will find everything explained simply:
1. How does the return process work?2. Information on size or product/model exchange3. Help with wrong delivery or defective products4. Returns portal, information & FAQ
Important Notice!
Did you order through Amazon, eBay, Otto, Kaufland, or another marketplace?
Please contact us directly through the respective marketplace. Returns, exchanges, or complaints must be handled there.
Don't worry: We will assist you just as quickly and easily there as we do here!
1. How does the return process work?
Sorry that you want to return your product. You have 30 days from receipt of the goods to register the return.
Return Fees
For returns from Germany, we charge €3.90 of the purchase price.
For returns from Austria / Netherlands, we charge €7.90.
There is no additional processing fee. The flat rate helps us cover part of the logistics and handling costs.
2. Information about size or product/model changes
Chose the wrong size or model? No problem – exchanges with us are free!
Whether you need a different size or want to try another product/model – for example, the Sport+ model instead of the Comfort+ or the Thermo Gloves 2.0 instead of the PolarTherm Gloves.
Here is a guide on how you can quickly and easily carry out the product/model change:
3. Help with wrong delivery or defective products
Did you receive a wrong delivery or does your product have a defect upon delivery or after use?We are really sorry – we will gladly send you a replacement product immediately.
4. Returns Portal, Information & FAQ
Important Information:
Whether it's a return, exchange, or a defective product – please always use our returns portal.
This is the only way we can correctly assign and quickly process your return.
Unregistered returns unfortunately cannot be processed.
Here you can access the returns portal:
Frequently Asked Questions
When and how will I get my money back?
The purchase amount will be refunded to you within a maximum of 14 days after receiving the goods via the originally used payment method. You will receive a confirmation email once the credit has been issued.
How long do I have to return an item?
The return period is 30 days from the delivery of the goods. You can find all the details about our right of withdrawal here.
I can't find my order number anymore
No problem - contact our support by email (suppoer@alpenbestsattel.com) and we will help you further.
Return of multiple orders
If you have placed multiple orders, you may return them to us in one package to avoid duplicate shipments.
Can tested products be returned?
Within 30 days, you can easily return any item, even if you have already tested the product. Gloves are excluded from this, as special regulations apply (hygiene products).
Track return
You can easily track your return:
- Return label: As soon as you have registered a return or exchange, you will receive a return label from us with the tracking number.
- Tracking: Enter the tracking number here to view the current status of your return in real time.
If the tracking status does not change for more than 3 days, the return has most likely been lost. Please contact us in this case so we can take care of it.