Complaints

Warranty & Complaints

If you have a complaint about one of our products or the services of R2G Outdoors, you can contact us via the contact form. You will receive a substantive response within 14 days of receipt of your complaint. If your complaint concerns a defective product, please follow the next steps:

Step 1:

Send us a message via the contact form with the following details (if available):

   - Customer number
   - Invoice number and date of purchase
   - Article description
   - Short description of the damage or problem

After you have sent the information, you will automatically receive an e-mail to which you can reply and send one or two photos in which the damage or problem is clearly visible.

Step 2:
We will look at the photos as soon as possible and then contact you by e-mail about the further course of action (For urgent matters we will also call you, mar always confirm our response by e-mail).

Step 3:
As soon as we have received the defective item back, we will respond to your complaint as quickly as possible, but at the latest within 14 days of receipt, and will do our best to remedy it to your satisfaction. In case the handling of your complaint requires more processing time, we will inform you hereof within 14 days after receipt. When returning textile items, please return them to us in a clean or washed condition.

Step 4:
After your complaint has been processed, we would like to hear if everything went well. Please let us know via the contact form, including any possible improvements.

If you do not agree with the solution or if we cannot work it out together? Then you can submit your complaint to the Dispute Commission via the European ODR Platform. (https://ec.europa.eu/consumers/odr/).

Warranty 

More information about the (statutory) warranty and manufacturer's warranty

In case additional factory warranty applies, you can find more information about this in the supplied product information. In the event a product purchased from R2G Outdoors becomes defective within the term of the manufacturer's warranty, we will pass this on to the relevant manufacturer or supplier, who will then decide on repair or replacement. We can only acknowledge the warranty if it is confirmed by the manufacturer.

Maintenance