Refund policy
1. Faulty Products
We have a 30-day return policy for faulty products, which means you have 30 days after receiving your item to request a return.
To be eligible for a return you’ll also need the receipt or proof of purchase.
To start a return, you can contact us at contact@bernieohls.com.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at contact@bernieohls.com.
2. Damaged In Transit And Other Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
All our items leave the warehouse in perfect condition.
If there is a problem with the delivered package, the final customer has 48 hours to report possible incidents to the distributor. The first thing you should do is check that the number of received packages matches those sent. Second, inspect each package externally with great care in order to see if there are any signs of it having been hit or mishandled, such as bumps, dents, holes, boxes in poor condition, courier seals or any sign that may lead to suspect that the goods may be damaged. It is mandatory to leave a note and signature on the courier's delivery note, either on paper or digital support (PDA), "PACKAGE VISIBLY DAMAGED" if these signs are present. Not signing a package as VISIBLY DAMAGED and then presenting images that show visible damage to it will mean the incident will automatically be rejected.
To initiate a claim it is essential that you provide proof of damage. Attach these five necessary files:
(i) Photograph of the outer packaging (bubble wrap included)
(ii) Photograph of the open box where the protection can be seen
(iii) Photograph of the label attached from courier
(iv) Photographs of the damage
(v) Image of the list of products with stamps
3. Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
4. European Union And United Kingdom 14 day cooling off period - Returns
If the merchandise is being shipped into the European Union or United Kingdom, you have the right to cancel or return your order within 14 days, for any reason and without a justification - see exceptions below. Your item must be unopened and in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Restocking fee of up to 30% applies.
If accepted, we will reimburse all payments received from you for the goods purchased and will also reimburse outbound delivery charges (for the least expensive type of delivery offered by us). You will be responsible for the cost of returning the product to us, which will not be refunded. You may be subject to increased return costs if the product can’t be returned normally by post.
4.1. Re-stocking Fee
Restocking Fee Of 30% for returns.
4.2. Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Only regular priced items may be refunded. Sale items cannot be refunded.
We cannot accept returns on individual items worth €49/$53/£42 or less, and these are exempt.
5. Exchanges
No exchanges accepted.
6. Refunds For Returns
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@bernieohls.com.