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Customer Complaints & Requests

Where do I return products bought in store/from a retailer?

If you wish to return a product, the store or retailer from which the product was originally purchased will be happy to assist you on presentation of the till invoice.
In principle, returns regarding JACK WOLFSKIN products can be processed by any store. This also includes products purchased in trekking, outdoor and sporting goods retailers or via mail order.
Please note: If the product was not purchased in a JACK WOLFSKIN STORE, a refund of the purchase price can only be processed by the retailer from whom the product was originally purchased.A refund can only be made on presentation of the invoice.
Where do I return products bought abroad?

For details on how to proceed, please contact our service team at service@jack-wolfskin.com.
What should I do if I no longer have the receipt?

It is generally not possible to accept product returns without a proof of payment. For this reason, it is recommended that you keep your receipt safe and make a copy if necessary, as proof of purchase is crucial when making complaints or filing in insurance claim due to theft.
Are zips, buttons and other small components covered under the terms of the warranty?

Yes. If such a problem should arise, please contact your local store or retailer. They will then decide if the repair can be carried out by them or whether the product needs to be sent back to us.
What do I do if my Jack Wolfskin product gets damaged during my big adventure?

Buckles:
Be careful with buckles, as stepping on them, getting them caught on or trapped in things, such as a car boot, can lead to invisible weak points. If you are using your rucksack for a prolonged period of time, take replacement buckles with you that can be attached to the straps without the need for sewing.
Tears:
You can seal any tears in the pack sacks by using fabric tape.
You can use a pair of pliers to lightly pinch the slider so that the zip fastens again reliably.
It goes without saying that you do not want to be weighed down with any unnecessary items when on a big adventure. Please do not dispose of your product. Please understand that we can only process a complaint if we receive the respective product to review.
If you purchased the article from a retailer or in-store, then you should proceed as explained here.