Haukland Complaints + Warranties

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Haukland Complaints & Warranty

Hi dear Haukland customer, I’m Benjamin Jaworskyj, CEO of Haukland Clothing. Here are some important points regarding complaints and warranties.

14-Day Return Policy

In accordance with the EU Consumer Protection Directive, you can exchange your Haukland jacket (or any other physical item from the Haukland shop) within 14 days of receiving it if it doesn’t fit or you simply don’t like it. This applies to all items purchased online, as you don’t have the opportunity to inspect them in person like in a physical store.

Undamaged and in Original Packaging

For a smooth return process, the product must be returned to us in its original packaging and undamaged. Of course, you can try on the item, but you cannot wear it outdoors. The product must be free of stains, signs of use, or odors (e.g., smoke, sweat, etc.).

Fill Out the Return Form

To ensure that we can quickly process your return, it is important that you fill out the return form and include it (preferably along with the delivery note). The return form is attached to your order confirmation email and is also included in your package.

You will find the return address on the return form. Important: The return address is different from our office address listed in the imprint! Unfortunately, we cannot accept packages at our office address.

Return Shipping Costs

Please note: If you want to return an item because it doesn’t fit or you don’t like it, you will have to cover the return shipping costs yourself. We can only cover return shipping costs if the error is on our side (e.g., manufacturing defects, damaged goods, incorrect items sent, etc.).

Extended Return Period for Quality or Manufacturing Defects

After the 14-day return period has expired, we are no longer obligated to exchange or accept returns. However, if a quality or manufacturing defect is present that is not due to improper use, we will exchange or repair the product even after the 14-day period.

A quick exchange is only possible if the item is available in the required color and size. Additionally, for the 7-in-1 Jacket, we only replace or repair the defective part, not the entire jacket. Repairs, if possible, may take up to 4 months (plus shipping time). If a jacket has been worn for more than 6 months, we are generally unable to repair or replace it free of charge.

Clothing is a wear-and-tear product, and while we designed the Haukland jacket for outdoor use, this does not mean you can "walk through fire" with it. Not every part of the 7-in-1 Jacket is tear- and weatherproof. The Padded Jacket, for example, is designed as a mid-layer and is therefore more susceptible to thorns and sharp edges than the Outer Jacket.

In Case of Any Issues Contact Support First

If you experience any issues, always contact our support team first with your order number at hello@haukland.de. We will work together to find a solution.

As much as we want to make every Haukland customer 100% happy, for economic and environmental reasons, it is not possible to replace every minor issue. A loose thread that is not part of a load-bearing seam and does not affect functionality is not a manufacturing defect and can be removed with scissors or by gently pulling it. A snagged thread on the Padded Jacket caused by catching it on a zipper, Velcro, or wall is not considered a manufacturing defect or valid reason for a complaint. Similarly, you wouldn’t return a car to the dealer because you scratched the paint yourself.

The Haukland 7in1 Jacket costs around $300, which may not be cheap, but this price covers a total of three jackets. So, if you have an issue with the Outer Jacket, for example, this does not affect the Padded Jacket or Fleece Jacket. That means you are not dealing with a flaw in a $300 jacket, but rather in a $139 jacket (individual retail price).

I hope this blog post helps clarify the return process if you need to make a complaint. Thank you for your understanding!

Best,

Ben

For More Information on Your Right of Withdrawal and the Return Process please check our cancellation policy.

YOUR QUESTION WASN’T ANSWERED?

Send us an email at hello@haukland.de and include your order number (if available) to speed up the process. We’ll be happy to help!

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About Haukland

Haukland® is an outdoor clothing brand for photographers, developed and designed in Germany by a team of textile industry specialists and adventure photographer Benjamin Jaworskyj.

The centerpiece is the Haukland 7in1 jacket for photographers, consisting of 3 jackets/layers that can be worn in 7 different ways. Complementary products such as the 3in1 winter glove for photographers and the 18L photo backpack, designed in collaboration with EVOC Sports, complete the collection.

Haukland® organizes the annual Photographer of the Year Award, in which all customers can take part and win a photo trip to Norway.