Claims Guide

In our claims guide, you'll find at a glance when an item is covered by the statutory warranty, how we can quickly help if your product has been damaged, and in which cases we are unfortunately unable to accept a return.

We want you to enjoy your natural textiles for a long time. If something isn't quite right, our guide will help you distinguish genuine material defects from the natural characteristics of our products.

What You Need to Know About Claims

Can I submit a claim for a disana product?

Yes, of course.

We are legally obliged to accept valid complaints. However, there are two important conditions:

The item must be an original product made by us: Naturally, we can only accept complaints for items that have actually been manufactured by disana.
The purchase must have been made directly from us: By law, any complaint must be handled between the two original contracting parties. Did you purchase your disana item directly from our online shop or from our disana STORE? If so, we are your direct retailer and will be happy to assist you.
Important: Did you purchase the item from another retailer or an external online shop? If so, please contact that retailer directly if you wish to make a complaint. They are your legal contractual partner, have access to the details of your purchase, and may also be able to refund the purchase price where appropriate. Unfortunately, this is not something we are legally or technically able to do for items purchased from other retailers.

I’d like to make a claim about a product – what should I do?

The correct way to make a complaint depends entirely on where you purchased the product:

Purchased directly from disana: If you bought the item from our own online shop or directly from our disana STORE, simply get in touch with our customer service team. We will be happy to help you as quickly as possible.
Purchased from a disana retailer: If you bought the item from one of our retail partners – whether from a local specialist shop or another online retailer – please contact that retailer directly if you wish to make a complaint. Your retailer is your legal contractual partner and will handle the complaint for you.

Do I need my receipt or proof of purchase to make a claim?

In principle, yes – as this allows us to clearly verify whether and when the item was purchased from us. The purchase date is particularly important for the statutory warranty period.

However, if you can no longer find your receipt or invoice, there's no need to worry:

It helps us a great deal if you can at least narrow down the approximate purchase period.

Another proof of purchase – such as a bank statement or a PayPal transaction showing the payment to us – may also be sufficient.

Simply get in touch with us, and we'll be happy to see how we can help.

Can I make a claim for a discounted item?

Yes, absolutely. Your statutory warranty rights apply to reduced-price items and sale products in exactly the same way as they do to items purchased at the regular price.

There is, however, one important exception:

If an item was reduced because of a specific, known defect (for example, sold as a second-quality item with a minor knitting fault) and you purchased it with that defect clearly disclosed, you cannot later make a claim for that particular defect.
If a different defect appears that was not previously known or disclosed, your statutory warranty rights remain fully valid.

Material Defect or Natural Characteristic?

Because our products are made from pure natural fibres, wool has many wonderful natural characteristics. But where does a natural property end and a genuine material defect begin? Here you'll find out what is considered a valid reason for a warranty claim and what is simply part of the natural character of the product.

My disana product is pilling – is this a valid claim?

No, pilling is not a valid reason for a warranty claim.

In fact, quite the opposite: the formation of small wool bobbles (pilling) is a completely natural process and even a sign of quality. It shows that the wool is particularly soft, fluffy and natural, and has not been chemically treated to prevent pilling.

As the garment is worn, friction causes loose fibres on the surface to work free and form small bobbles. This is perfectly normal, especially during the first few wears. The bobbles can easily be removed with a fabric shaver or a wool comb. Once they have been removed a few times, pilling usually decreases significantly.

My product smells unusual – is that normal?

Yes, this is completely normal for untreated wool and not a quality defect.

Our wool is not treated with artificial fragrances or chemical finishes to mask its natural scent. As a result, a new garment may initially have a distinctive sheep's wool smell. In fact, this is one of the best signs that you are holding a genuine, untreated natural product.

Here are a few important facts:

Stronger when damp: The characteristic wool scent may become more noticeable when the wool is damp, for example due to high humidity, perspiration or after washing.
Differences between colours: You may notice that some colours have a stronger scent than others. There is no definitive scientific explanation for this, but it is thought that the natural wool fibres may interact differently with different pigments.
What helps? Simply air it out! Hang the garment outside overnight – even in damp weather or light fog on a balcony or terrace. Wool has excellent self-cleaning properties, and with fresh air the natural wool scent usually disappears on its own, leaving the garment smelling fresh and neutral.

Could my product be from a faulty batch?

No, that's simply not possible.

There are no such things as "bad batches" of wool at disana. While it's true that wool naturally varies slightly from one sheep to another, these differences have no effect on the finished garment.

Before raw wool becomes a finished disana product, it goes through numerous processing stages:

Cleaning, sorting and combing
Blending and spinning into fine yarn
Dyeing and manufacturing the finished fabric

Throughout these mechanical processes, the wool is thoroughly blended on a large scale, so any minor natural differences between individual fleeces are completely evened out. As a result, quality variations cannot be attributed to a particular wool delivery or production batch. With every purchase, you receive the consistently high quality you expect from disana.

My product has shrunk – is this a valid claim?

It is incredibly frustrating when your favourite garment suddenly comes out of the wash a size smaller.
We completely understand your disappointment in this situation. Nevertheless, we want to be completely open and honest with you here:

A shrunken item is not considered a valid reason for a complaint.
As long as our wool care instructions are followed exactly, a disana item cannot shrink.

Even if you already have a lot of experience with wool and have washed wool clothing many times before (which, incidentally, should only be necessary as rarely as possible): Sudden shrinkage or felting is unfortunately always caused by an error in care – whether due to a water temperature that is too high, an unsuitable wash programme or excessive mechanical friction (spinning).

Here are the reasons why we cannot accept a complaint in this case:

Care at your own responsibility: Washing and caring for natural textiles is always the customer's own responsibility.
Fair pricing: We cannot cover individual care mistakes. If we were to replace shrunken items free of charge, these costs would have to be added to the prices of all our products. This would make the clothing disproportionately more expensive for all other customers, which we would not consider fair.

Although we understand that this answer may be very frustrating at first, we sincerely hope you can understand our position as a manufacturer of natural, untreated clothing.

My product is felting – why is this happening?

Felting occurs when the fine wool fibres of a knitted item become entangled through a combination of moisture, heat and friction, causing the fabric to become firmer and denser.

This process is essentially comparable to the traditional felting process and is not considered a valid reason for a complaint!

With our pure knitted wool products, this effect can sometimes be difficult to completely avoid in everyday use. Typical examples include:

With jumpers or jackets: When your child is teething and a lot of saliva gets onto the collar or chest area, the critical combination of moisture and friction caused by movement occurs.

With our wool nappy covers: Here, the urea in urine, together with body heat and the baby's movement, causes the wool in the crotch area to gradually felt over time.

Why don't we prevent this? We deliberately do not chemically treat our wool to make it resistant to felting (as is the case with “superwash” wool, for example). This is the only way to preserve the wonderful natural properties of wool, such as breathability and its self-cleaning ability.

The good thing is: With our wool nappy covers, this effect is actually intended and necessary! Through slight felting over time, the knitted structure closes up, the fabric becomes denser, and the cover retains moisture inside the nappy more reliably and securely.

Felting during everyday use is therefore not a material defect, but a natural reaction of untreated wool.

Why have lots of small holes suddenly appeared in the fabric?

If a garment made from pure wool suddenly develops many small, irregular holes, this is in the vast majority of cases caused by moth damage. This is not a material defect and is therefore not considered a valid reason for a complaint. The only exception is if you have only just purchased the item. The purchase must not have been made more than 10 days ago. In this case, please contact the retailer immediately.

Unfortunately, moths are everywhere, and their presence has absolutely nothing to do with poor hygiene in the household. If a clothes moth gets the opportunity to lay its eggs on an exposed wool item, it will take advantage of it. Once hatched, the moth larvae feed on keratin from hair, and our fine, completely untreated wool fibres are a real delicacy for them.

What can I do if I have an active moth infestation?

If you suspect that moths have been on your clothing, or if you discover a moth nearby, the following immediate measure can help:

Freeze the item: Place the affected jumper or jacket in a well-sealed plastic bag (e.g. a freezer bag) and put it in the freezer for 2 to 3 days. The extreme cold will kill both larvae and eggs.
Store safely: Afterwards, it is best to leave the clothing sealed in the bag for the time being until you are sure that the surrounding area is free of moths.

Everyday tip: Clothes moths and their larvae love dark, undisturbed places. If a jacket or jumper is worn and moved regularly, there is usually no problem, as the constant movement disturbs the larvae. However, during the summer break or longer periods when items are not being worn, you should always store disana products in an airtight container.

Craftsmanship, care and an open word

Every disana product is made with genuine craftsmanship. But wherever people work, mistakes can happen – whether through a small oversight during our production process or through an accident when handling the item at home. We absolutely need to know about genuine production faults so that we can continuously improve our manufacturing processes. At the same time, we want to help you avoid common mistakes when using our products. Here, we answer the most frequently asked questions about the workmanship and correct care of our textiles.

My product has an uneven texture – is this a defect?

No, this is not considered a valid reason for a complaint.

Especially with our boiled wool fabrics, there may occasionally be small visual irregularities in the surface of the fabric. As wool is a pure natural material, it is not possible to guarantee a completely smooth and uniform surface every time.

However, we leave nothing to chance:

Strict quality control: With every fabric delivery, we carefully check that the material thickness remains consistent.
Inspection during further processing: During the later cutting process, every single centimetre of fabric is carefully examined again for any irregularities.

Because we work with a living natural product, a certain tolerance range is necessary during production.

It is important for you to know: Even if the structure of the fabric may look slightly different in one area, the stated fabric weight per square metre (and therefore the thickness, warmth and protective function of the fabric) always remains completely identical. These small variations are a sign of the fabric's natural character and do not affect the quality of your item in any way.

The buttonholes are too loose and the buttons keep coming undone – what causes this?

This can actually happen in everyday use, but it usually has very simple, natural causes and is not a material defect.

There are essentially two main reasons:

Strong strain on the material: Particularly with the top button, a lot of tension can occur during everyday use – for example, when your child is sitting in a baby carrier or sling. Over time, this can stretch the knitted or boiled wool buttonhole, causing it to become loose.

Dry tagua nut buttons: We use high-quality buttons made from vegetable ivory – a pure natural material. Just like wood, tagua nut buttons can lose moisture in dry indoor air over time and shrink slightly. The result: all the buttons may slip out of the buttonholes too easily. What can you do about it?

In most cases, you can easily fix this yourself:

The moisture trick for the buttons: If the tagua nut buttons have dried out, simply spray them carefully with a little water using a plant mister. Overnight, the buttons absorb the moisture, expand back to their original size and will hold securely again.

Making the buttonhole smaller: If the buttonhole has become permanently stretched due to strong strain, you can make it slightly smaller again by hand-sewing a few small stitches with a needle (ideally using matching sewing thread, available to order in our shop).

Our service for you: If a buttonhole has already torn badly and can no longer be easily repaired, no problem! In this case, you are welcome to use our in-house disana repair service, and we will restore the garment for you.

A seam has come undone – why has this happened and can I make a claim?

If a seam comes undone, we need to take a closer look, as there are two completely different possible causes. It all depends on why the seam has torn:

Pulled too hard (not a valid reason for a complaint):

Our sewing threads are strong and durable, but if too much force is applied to one particular area, the thread can tear – that is simply physics. A typical everyday example: Your child is sitting in a baby carrier and their legs move upwards. If you then pull firmly on the fabric, a seam can tear. As this is caused by everyday use, it is not considered a valid reason for a complaint.

Incorrect machine settings (a valid reason for a complaint):

We are all only human, and wherever people work, something can occasionally go wrong. If the thread tension or settings on a sewing machine were not perfectly adjusted, a seam may give way prematurely. If there is a manufacturing fault, you can of course make a complaint about the item. In most cases, we are already aware of such issues – unless you are the first person to notice it.

Our tip & service:

If a seam has torn due to a small everyday mishap (such as in a baby carrier), it can often be quickly and easily repaired at home with a few stitches. If the damage is more extensive or if it is a production fault, simply contact us – we will find a solution!

My product has a pulled thread – is this a valid claim?

With a knitted garment, it can unfortunately happen quite easily in everyday use that you catch it on a zip, Velcro fastener or a sharp object, causing a thread to be pulled out.

No product leaves our warehouse with a pulled thread.

Therefore, please keep the following in mind:

When buying in our shop:
If you purchase an item directly from our shop, it is unpackaged. It is best to check the item before leaving. Please let us know immediately if you notice anything while you are still in the shop. Once you have left the premises, we unfortunately can no longer determine how the pulled thread occurred.

When buying from our online shop:
To prevent exactly these kinds of transport damage or damage during handling, online orders are always packed securely before being shipped. Unfortunately, it most often happens during careless unpacking (for example, with scissors, a knife or jewellery), and as a manufacturer we cannot be held responsible for this.

Our tip:

Fortunately, a pulled thread is not the end of the world and does not mean that the fabric will unravel! You can easily pull the thread carefully to the back (inside) of the garment using a fine sewing needle or a blunt wool needle. Please do not cut the thread, as this could cause a ladder to form. On the inside, it will not bother anyone, and your jumper or jacket will look perfect again from the outside.

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Claims Guide

What You Need to Know About Claims

Material Defect or Natural Characteristic?

Craftsmanship, care and an open word

Quality Guide