There is a defect, hole or dirt on one of your PYUA products and you want to send the item in for repair / complaint? No problem! In the following we present you the individual steps of a repair / complaint and the conditions attached to it.

WHAT DO YOU HAVE TO DO IF YOU WANT TO COMPLAIN ABOUT AN ITEM?

Fill out the form and send it including proof of purchase and photos of the defect to welcome@pyua.de. You can find the claim form HERE.

We will check the defect and get back to you with information on how to proceed and any price points. We will check the possibility of repairing or exchanging your item in the following order:

  • Repair
  • Exchange
  • Replacement Delivery

Within your warranty claim (2 years) this processing is free of charge. Outside the warranty claim or in case of own fault, we can perform a chargeable processing on request. However, this is only possible if you agree to our cost estimate.

We will work with you to determine where to send your item so that you can use it again as soon as possible.
 

IF YOU WISH TO HAVE THE ITEM REPAIRED / EXCHANGED / REPLACED, PLEASE PROCEED AS FOLLOWS:

CLEAN AND DRY THE ITEM THOROUGHLY

  • for hygienic reasons
  • for a shorter processing time
  • out of consideration for our employees

We reserve the right to return uncleaned items unprocessed at your expense. NOTE: Please refer to our care/cleaning tips here. We cannot be responsible for loss of function of items due to improper cleaning.

MARK DEFECT ON ITEM

Help us find the defect on the product quickly by marking the defective area with a sticker or post-it.

ENCLOSE PROOF OF PURCHASE, BECAUSE IT CAN ...

  • be your proof that you bought the item from your dealer and/or
  • be your basis for a warranty claim (two years from date of purchase against your contract partner/specialist dealer). Otherwise, there is a possibility that processing fees will be incurred. Therefore, always keep the original purchase receipt or a copy of it in a safe place.

COMPLAINT WILL BE PROCESSED

As soon as the product has arrived at our service partner Outdoor Service Team, we will process your complaint. Especially in the high season there can be a lot more repair requests. This can lead to delays in your repair. We ask for a little patience.

NOTE: After sending in your item to be repaired, there may be queries on our part. Please provide a phone number and/or e-mail address where you can be reached in the next few weeks. We reserve the right to send back unprocessed repairs that take longer than three weeks for a response from you.

RETURN SHIPMENT TO YOU

The processed article will be sent back to you.