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How does the repair process work?

1

Registration

Contact the Lyon Customer Services team on the following email: ortlieb@lyon.co.uk

Please attach a clear picture of the damaged area and a picture of the entire product so that we can make an initial assessment.

2

Shipping

Our customer service department will contact you to let you know whether we will be able to carry out a repair and provide a quote for the repair. Once you have confirmed you would like to go ahead with the repair, you will then be provided with an address to which you can send the product.

3

We process your shipment

Once we have received your product, you will receive an email to confirm receipt of the item.

4

Your repair

If there are any issues with the repair or we need to adjust the original price quoted, our customer service department will contact you before we go any further.

5

Your delivery

The product will be repaired and sent back to you.

Conditions

  • Sending a product to us is an order to carry out the repairs we deem necessary, unless otherwise stated in a declaration by the sender.
  • Please note that we are unfortunately unable to process your return without a sufficient description of the fault.
  • Repairs are only carried out if we are confident we can make a successful, long lasting repair.
  • All products sent in for repair must be sent in a clean condition, as optimum repairs can only be carried out on clean products.
  • Repairs are covered by a 1 year guarantee.

Prices

These prices are for guidance only. A full quotation will be provided once the product has been inspected.

  • Small patch repair - £10 for one hole / cut (inc. set up cost) and £5 for each additional hole / cut.
  • stitching repairs - £5
  • Replacement components – Various. Price will be supplied with quote.
  • Cleaning charge - £5 – Charged if product requires cleaning prior to repair.
  • Return carriage costs – £5 – All products will be returned by courier and will need to be signed for.

For customers in the Republic of Ireland please contact us for Euro prices.

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For more information about our services and many other topics, please visit our Service & Support page.

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* Incl. Tax

Orders are processed and fulfilled by Lyon Equipment Ltd., the ORTLIEB partner in the UK. All orders placed from the UK are shipped from a warehouse in the UK.
Find out more at Order at ORTLIEB