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Repair

Your article is damaged at your own fault, outside the 2-year guarantee, or you don´t have a proof of purchase and your product is washed / cleaned. We want to give you the following instructions to be able to take care of your problem as fast as possible.

You want us to repair your article? Follow these four steps:

  • 1. Your product is defective

    Your article is defective by your own fault, outside the 2-year guarantee, or you don´t have the proof of purchase anymore. Please wash / clean your product for hygienic reasons before contacting your retailer.

  • 2. Contact your retailer

    Please contact the retailer from whom you have purchased the article in case of a defect.

    Please note: processing a repair must be handled via your Gonso retailer because he is the relevant party in the sales contract.

  • 3. The retailer sends your product to Gonso

    You don´t have to take care of anything. Your retailer will contact us to discuss a possible repair and will send us your defective product.

    We´ll check your product and prepare a cost estimate to be sent to you via your retailer. In this case, you´re free to commission a chargeable repair or ask for shipping back the defective product.

  • 4. We professionally repair the product

    We´ll repair the product if you accept the cost estimate. After we have finished the repair, the article will be sent back to your retailer. You can pick it up there.

Important information on repairs

Please bring a cleaned / washed product to your Gonso retailer (where you made the purchase) in case of a repair. Unfortunately, not all our products can be repaired due to many technical details and a high degree of functionality. Your retailer / shop has more information on those cases.

You´ve been in contact with your retailer. Your article is defective within the 2-year guarantee without personal negligence, and you have the proof of purchase but your retailer refuses processing your claim and refers you to Gonso. 

Every product must be cleaned according to the product instructions for hygienic reasons and out of consideration for our employees. Otherwise, we´ll reserve the right to bill you for the washing service.

It usually takes 1-3 weeks. The duration can be longer depending on the warranty case´s origin country and if further questions come up.

We are absolutely certain in keeping our high quality standards because of more than 80 years of experience, comprehensive know-how, and highly qualified employees. We professionally repair products in our own sewing room in Köngen. We fully replace products at our own discretion if repairing them is impossible.

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