Berlin Living

Refund and Returns Policy

Effective Date: May 15, 2026

Thank you for shopping at Berlin Living S.à r.l. (“we,” “us,” or “our”), accessible via berlinlivingshop.com (the “Site”). We value your business and strive to provide high-quality products. If you are not entirely satisfied with your purchase, we are here to help you navigate our return and refund process.

Please read this policy carefully before making a purchase. By placing an order on our Site, you agree to the terms outlined below.

1. General Return Window

We offer a 14-day return policy in accordance with European Union consumer protection laws. You have 14 days after the day you receive your item to request a return.

To be eligible for a return, your item must meet the following criteria:

  • The product must be in the same condition that you received it.
  • The product must be unworn, unused, and unwashed.
  • The product must have all original tags, labels, and security seals attached.
  • The product must be in its original packaging.
  • You must provide the receipt, invoice, or proof of purchase.

2. Strict “No Refund Without Return” Policy

We do not offer “Refund Only” options under any circumstances.

To maintain fair business practices and combat ecommerce fraud, we strictly adhere to the following rules:

  • Physical Return Mandatory: We will not issue any monetary refunds, account credits, or replacement products unless the original item is physically returned to our designated facility and passes our inspection.
  • No Retain-and-Refund: Customers cannot keep the item and receive a partial or full refund, regardless of the claim.
  • Damaged or Defective Items: Even if an item arrives damaged, defective, or broken, you must still ship the item back to us, or arrange for our inspection, before any financial compensation or replacement is initiated.
  • Refusal of Return Shipment: If you refuse to return the product, your request for a refund will be automatically canceled.

3. How to Initiate a Return

To start a return process, you must follow these steps:

  1. Contact Us: Send an email to duskfal@berlinlivingshop.com or call us at +492441778087 within 14 days of delivery.
  2. Provide Details: Include your order number, clear photographs of the item, and the specific reason for the return.
  3. Receive Authorization: If your return is approved by our team, we will send you a Return Merchandise Authorization (RMA) number and the exact shipping address for our return warehouse.
  4. Pack and Ship: Pack the item securely in its original packaging. Write the RMA number clearly on the outside of the box. Ship the package using a trackable shipping service.

Note: Returns sent back to us without first requesting a return authorization will not be accepted and will not be eligible for a refund.

4. Return Shipping Costs

  • Customer Responsibility: Except where prohibited by law, the customer is responsible for paying all shipping costs for returning the item. Return shipping costs are non-refundable.
  • Trackable Shipping Recommendation: We highly recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item, and we cannot issue refunds for packages lost in transit by your shipping carrier.

5. Inspection and Refund Approval

Once your returned package is delivered to our facility, our quality control team will inspect the item. This inspection process typically takes 3 to 5 business days.

  • Approval: If the item passes inspection and is deemed to be in its original, resaleable condition, we will approve your refund.
  • Rejection: If the item is found to be used, damaged by the customer, missing original parts, or not in its original packaging, the refund request will be rejected. In such cases, we can ship the item back to you at your expense.

6. Processing Your Refund

If your return is approved, we will process your refund immediately.

  • Original Payment Method: The refund will automatically be applied to your original method of payment (e.g., credit card, PayPal, bank transfer).
  • Processing Time: Please note that it may take 5 to 10 business days for your bank or credit card company to process and post the refund to your account.
  • Deductions: Any original shipping charges paid by you at the time of purchase are non-refundable and will be deducted from your final refund amount.

7. Exceptions and Non-Returnable Items

Certain types of items cannot be returned due to hygiene, safety, or customization laws. These include:

  • Customized or Personalized Goods: Items made to your specific measurements or customized specifications.
  • Perishable Goods: Items with limited shelf life.
  • Intimate and Hygienic Goods: Sealed goods that are not suitable for return due to health protection or hygiene reasons (e.g., undergarments, earrings, cosmetics) if they are unsealed after delivery.
  • Sale Items: Items purchased during clearance sales or marked as “Final Sale” cannot be returned or refunded.

8. Order Cancellations and Modifications

  • Before Shipment: If you wish to cancel or modify your order, you must contact us immediately at duskfal@berlinlivingshop.com. If your order has not yet been processed or packed, we will cancel it and issue a full refund.
  • After Shipment: Once an order has been handed over to the logistics courier, it cannot be canceled or modified. You must receive the package and follow the standard return procedure outlined in Section 3.

9. Contact Information

For any questions, clarifications, or requests regarding our Return and Refund Policy, please reach out to us using the details below:

  • Company Name: Berlin Living S.à r.l.
  • Registered Address: 16, boulevard royal, 2449 Luxembourg
  • Contact Email: duskfal@berlinlivingshop.com
  • Contact Phone: +492441778087