Claims & Warranty

If there is something wrong with a product you have purchased from General Prepper, we will help you find a solution.

Here you will find information about claims, legal guarantees, commercial warranties, transport damage, incorrect deliveries and what to do if a product does not work as it should.

Your rights if a product is defective

As a consumer within the European Union, you are entitled to a minimum two-year legal guarantee for goods that are defective, do not conform to the agreed description or do not function as they should.

National consumer protection laws in your country may provide additional or longer protection. Nothing in these terms limits any mandatory consumer rights that apply to your purchase.

The legal guarantee applies to defects for which the seller is responsible under applicable consumer protection law. It does not normally cover ordinary wear and tear, accidental damage or damage caused by improper use.

How to make a claim

Register your claim using the Register return or claim form or email kundservice@generalprepper.com.

To help us investigate the matter, please provide:

• your order number
• the product concerned
• a short description of the problem
• when and how the problem occurred or was discovered
• photographs or video showing the problem, where possible.

The more information we receive from the beginning, the faster we can normally assist you.

Please do not return the product before receiving instructions from us. In many cases, we can assess or resolve the matter without the product first having to be returned.

What happens after you make a claim?

Once we have received the information, we will review the matter and contact you with the next steps.

The appropriate remedy depends on the type of product, the nature of the defect and your rights under applicable mandatory consumer protection law.

Depending on the circumstances, this may include:

• repair of the product
• replacement with a new or equivalent product
• provision of a missing part
• a proportionate price reduction
• a refund where the conditions for terminating the purchase are met.

We always aim to find a solution that is as straightforward as possible.

Does it cost anything to make a claim?

If your claim is accepted, General Prepper will cover the necessary costs associated with resolving the defect, including necessary return shipping where the product needs to be returned.

Please therefore follow our return instructions before sending back a product that is the subject of a claim.

Transport damage

If the parcel or product has been damaged during transport, please photograph the damage as soon as you discover it.

Where possible, take photographs of:

• the outer packaging
• any damage to the box or packaging
• the product packaging
• the product itself
• the shipping label, where relevant.

Keep the product and packaging until the matter has been resolved.

Then contact our customer service and provide your order number. We will help you with the next steps.

Incorrect or missing product

Have you received the wrong product, the wrong quantity, or is something missing from your delivery?

Contact us and provide your order number together with details of the problem. Please include a photograph of the delivery if this will help us assess the matter.

We will help correct the issue as quickly as possible.

Commercial warranties

Certain products may be supplied with an additional commercial warranty from General Prepper, the manufacturer or the distributor.

The duration and terms of a commercial warranty may vary between products and brands. Where a specific warranty applies to a product, this will be stated in the product information, accompanying documentation or the manufacturer's warranty terms.

A commercial warranty is an additional voluntary commitment and does not replace, restrict or reduce your statutory consumer rights or legal guarantee.

You may therefore still have statutory rights relating to a defective product even if an additional commercial warranty has expired.

Batteries and rechargeable products

Batteries are consumable components whose capacity normally decreases through use and ageing.

A normal reduction in capacity resulting from use and ageing is therefore not necessarily a defect in the product.

If a battery is defective or deteriorates in a way that cannot reasonably be considered normal in view of the product's age, use, characteristics and what you could reasonably expect, it may be covered by your statutory consumer rights or an applicable commercial warranty.

If you are unsure, please contact us and we will help assess the matter.

Products with a limited service life

Certain products and components are designed to be consumed or wear through normal use.

This may include batteries, filters, seals, fuel-related components and other wear parts.

A component reaching the end of its normal service life does not in itself mean that the product was defective. However, if a product fails unusually early or does not meet what you could reasonably expect, you may have rights under applicable consumer protection law.

Defects that become apparent later

How a defect is assessed depends, among other things, on when it becomes apparent, the nature of the product and the consumer protection rules applicable to the purchase.

Under EU consumer rules, where a lack of conformity becomes apparent within at least the first one year after delivery, it is generally presumed to have existed at the time of delivery unless proven otherwise or unless that presumption is incompatible with the nature of the goods or the defect.

Some EU countries provide a longer period for this presumption.

Your rights under any stronger mandatory consumer protection rules applicable in your country remain unaffected.

Improper use

Statutory rights relating to defective goods do not normally cover faults or damage caused by, for example:

• improper or abnormal use
• accidents or external damage
• incorrect installation or assembly for which the customer was responsible
• use contrary to the product instructions or intended purpose
• ordinary wear and tear.

We assess each matter based on the specific product and the circumstances of the individual case.

Repair and troubleshooting

For certain products, troubleshooting or repair may be the most appropriate solution.

If the product needs to be sent to us, a distributor or an authorised service partner, you will receive instructions from our customer service.

Please do not attempt major repairs or modifications before contacting us if doing so could make troubleshooting more difficult or cause further damage.

Refunds following a claim

If a claim results in the purchase being terminated, we will refund the amount to which you are entitled under applicable mandatory consumer protection law.

The refund will normally be made using the same payment method used for the original purchase unless otherwise agreed.

If you paid through an external payment provider, the refund will be processed in connection with the payment solution used for your purchase.

Claim or return?

Have you changed your mind?
This will normally be handled under your right of withdrawal or our voluntary return policy. See Returns & Right of Withdrawal.

Is the product defective, damaged or not working as it should?
Please make a claim.

Was the product damaged during transport or did we send you the wrong item?
Contact customer service and we will help you.

Contact us

To help us assist you as quickly as possible, please have your order number and information about the product available when you contact us.

Please include photographs or video if the issue can be documented visually.