Complaint

Complaints within the warranty

Should problems or quality defects occur despite proper handling of your BERNDES cookware, we offer you important information on this page, especially on the procedure for making a complaint and how to assess whether a complaint is justified or not.

The statutory warranty period for products is 24 months. BERNDES also offers a voluntary manufacturer's warranty of up to 8 years (depending on product labeling). The warranty conditions of BERNDES Küche GmbH always apply.

The warranty period begins on the date of purchase and is only valid if you present your proof of purchase and observe the instructions for use and care. Please therefore keep your sales receipt. If, despite regular quality checks, you should have a complaint about our cookware within the guarantee period, please contact our customer service department, giving as many details as possible (e.g. item number, pan name, etc.) and a description of the defect that has occurred. 

What is the procedure within the guarantee? 

BERNDES reserves the right to investigate complaints in advance. To do this, it is necessary that you send us the product for examination by our laboratory. It is therefore essential that you contact our customer service department in advance. This way we can guarantee that you will not incur any shipping costs. Please make sure that the product is well packed and sent to us without lid or other accessories! It is also important to provide us with your name, address, e-mail and telephone number where we can reach you.

How will my sent in article be checked? 

The article you send in will be checked by our laboratory. If a defect is not externally visible, your description will help us and we will check the item. We distinguish between two categories of complaints: unjustified and justified. Only in the case of a justified complaint will you receive a replacement within the warranty period. If the article you are complaining about is a product that is no longer available, you will receive a replacement of equal or higher quality. In such cases, we will be happy to coordinate the replacement with you in advance. It is therefore important that you send us your e-mail address or telephone number when contacting us. The guarantee is not extended by a replacement article, but the guarantee period from the date of purchase remains unchanged.