To initiate a repair, please contact our Customer Service. → Contact
Our support team will inform you about the next steps, check the warranty or statutory warranty status of your device if necessary, and organize the entire repair process for you.
Frequently Asked Questions
- What applies to repairs within the warranty period?
- Can I have my product repaired after the warranty has expired?
- How should I pack my device?
- How does my device get to the workshop?
- Who covers the shipping costs?
- To which address should I send my device?
- Can I personally drop off my device at a Teufel Store?
- What does “Repair with cost estimate” (Option A) mean?
- What is the repair with approval of a repair flat rate (Option B)?
What applies to repairs within the warranty period?
If your device is still within the warranty period, the repair will be carried out according to the applicable warranty conditions.
Please contact our customer service so that we can check whether a warranty case exists and initiate the repair for you.
Detailed information about warranty and statutory warranty can be found here.
Can I have my product repaired after the warranty has expired?
Yes. Even after the warranty and statutory warranty period has expired, we offer – depending on the respective product – a professional, chargeable repair.
Two different repair options are available to you for this:
How should I pack my device?
The device must be securely packed for transport to avoid damage during shipping.
Please refer to our packing instructions → How do I pack the goods correctly?
Insufficient packaging can lead to transport damage for which no liability can be assumed.
How does my device get to the workshop?
We will organize a free transport of the defective product for you via our shipping service providers DHL (in Germany), DHL International, or freight forwarder (for goods exceeding the weight limit or package size). You will receive a separate email with all necessary information and shipping instructions.
Please contact our customer service so that we can organize this for you.
Who covers the shipping costs?
- The shipping of the device to the workshop is covered by us. Condition: You use the shipping option provided by us to arrange the shipment.
- The return shipping after the repair is chargeable – both if you accept or reject a cost estimate. The exact return shipping costs depend on the respective product.
To which address should I send my device?
Please do not send your device to our postal address in Berlin.
The correct address of our authorized workshop in Hamburg is already indicated on the shipping label provided by us.
Can I personally drop off my device at a Teufel Store?
No. Personal drop-off or repair acceptance in our Teufel Stores is unfortunately not possible.
All repairs are carried out exclusively through our authorized workshop.
What does “Repair with cost estimate” (Option A) mean?
With this option, the repair process proceeds as follows:
- You register the repair
- The support team prepares everything for the repair and shipping. We cover the transport costs for shipping to the workshop (condition: You use the shipping option provided by us to arrange the shipment.)
- After receipt, the device is inspected.
- You will receive a description of defects and a cost estimate by email - usually within 5–7 business days. Information about the cost estimate can be found here→ Cost estimate outside statutory warranty/warranty
- You then have 4 weeks to accept the cost estimate by email or letter.
- After your approval, the repair order is placed.
- The device is repaired. The repair takes about 10 business days from contract conclusion.
- The return shipping is chargeable, regardless of whether you accept or reject the cost estimate. The exact return shipping costs depend on the respective product.
What is the repair with approval of a repair flat rate (Option B)?
This option is only available for delivery addresses in Germany and Austria.
- You register the repair
- The support team prepares everything for the repair and shipping.
- You will receive an email with information about shipping and the repair.
- Attached to the email is the “Repair Flat Rate Approval Form.” With this, you can approve the repair up to a certain amount (€ 75, 100, 125, or 150). You can thus set a maximum amount in advance up to which the repair can be carried out without further inquiry.
- We cover the transport costs for shipping to the workshop (condition: You use the shipping option provided by us to arrange the shipment.)
- If the repair costs are within this approved limit, we will start the repair immediately. This shortens the processing time.
- You will be charged only for the actual costs incurred.
- If the expected costs exceed the approved amount, you will first receive a cost proposal which you must confirm separately. Information about the cost estimate can be found here→ Cost estimate outside statutory warranty/warranty
- The device is repaired. The repair takes about 10 business days from contract conclusion.
- The return shipping is chargeable, regardless of whether you accept or reject the cost estimate. The exact return shipping costs depend on the respective product.