Rückgaben und Erstattungen

Return Policy of Steinberg Berlin

Our return policy is binding and must always be followed. We offer a 30-day return policy, meaning you have 30 days from the date you receive your order to request a return.

To be eligible for a return and a full refund, the product must meet the following criteria:

Product Condition: The purchased product must be in the same condition in which you received it (including labels and original packaging). It must not be used, washed, damaged, or altered in any way.
Timeframe: Return requests must be made within 30 days of receiving the product.
Proof of Purchase: Keep your receipt or order number and present it upon request.
Documentation: Always include a clear reason and photos of the product to prove that it is in new and unused condition.
Hygiene Products: Some items such as underwear, beauty products, or cosmetics cannot be returned for hygiene reasons.

Returns are not allowed in the following cases:

Small defects due to stitching: Small factory-level stitching defects may occur in some products.
In the case of small protruding threads, you will not be entitled to a return as they are within the limits of a suitable product and not a failed product.

General conditions: In order to be eligible for returns and refunds you will need to follow the specific policies and follow the process outlined for each issue. 
In the event that there is a request from customer care for product photos, photos by sizes, proof of return tracking, and the customer does not cooperate by providing this vital information to make sure to verify the customer's request, it will not be possible to verify a priori the request for return, refund or size change and nothing will be confirmed, so you will not be entitled to return, refund, size change.
In order for customer care to take care of the specific case and the customer's request then you need to follow the process listed for each issue and provide the necessary information to verify what the customer said.

Wrong size: In case the customer got the wrong size or got a different size from the one ordered, he/she will not be entitled to a refund but to return and possible size exchange in case there is the corresponding verified evidence and inherent to what is written in the policies, in the cases in which you are entitled to return.

Order Cancellation:  As specified in the following headings order cancellation can be made within 1 hour of purchase and communicated via email within that time frame.
This option is valid only for orders under 70 euros total.
In the event that the order exceeds 70.01 euros we will not be able to cancel the order since the costs of organization, shipping and start of preparation for orders above that amount will be initiated instantly, due to logistical reasons and quantity of items.

Size Error: Despite the size chart on each product page, returns due to size errors may not be accepted.

In the event that the customer has ordered the wrong size or has received a different size from the order, he/she will be entitled to a size exchange and not to a refund.

Personal Preferences: Returns solely based on personal expectations or preferences, such as colour or a change of mind about the appearance of the product, may not be accepted.
Tolerance of Measurements: Deviations of 1-3 cm in measurements fall within production tolerances and cannot be grounds for a return.

Our commitment is to resolve any issues related to defects or errors on our part.

It’s important to note that the colours displayed on our website may slightly differ from the actual colours of the item. This discrepancy should not be considered a defect and does not constitute a valid reason for a return or refund. These differences can be caused by monitor settings or other technical factors.

Returns due to incorrect size: 

In the event that a size other than the one ordered has arrived, we will return the correct size free of charge. In this case you are not entitled to a refund as we will send the correct size free of charge to the customer.

In the event that the customer has ordered the wrong size and has not informed us within one hour of ordering the size change, he/she will not be entitled to a return and refund as the order has already been processed as stated above.

In the event that the customer has ordered a size and on arrival of the package realises that the item is too tight or too loose, he/she may only proceed with the return if the product exceeds the size displayed on the product page by 4 cm. As mentioned in our size chart there can be a difference of 2-3 cm on the size displayed.

In the event that the size of the article falls within this case and the customer confirms that he/she has not looked at our size chart before purchasing and that he/she has ordered based on what he/she usually buys, without looking at our size chart, he/she will not be entitled to a return and refund as he/she has not adhered to the official chart.

Lost or damaged parcel: In the event that a parcel is lost or damaged by the courier, we will return it free of charge and if it is lost or damaged a second time, we will not be able to return it and there will be no right of return or refund.

In the event that the item is returned if the customer has not collected the package, you will have no right of return or refund.

Return Conditions

Communication: Always contact our customer service at info.steinbergberlin@gmail.com or via the contact form to obtain approval for the return and receive instructions.
Refund: To be eligible for a refund, the package must be returned to our warehouse.
Return Costs: The customer is responsible for return shipping costs.
Tracking: The return must have a tracking number, which must be provided to customer service. This allows us to confirm the package’s arrival at our warehouse and ensure a quick refund process. Without a tracking number, we cannot confirm the return's arrival, and the right to return will be void.
Return Approval: If the return is approved, you will receive a return form and must send the item to one of our warehouses.
Unauthorized Returns: Returns sent without prior request and approval will not be accepted, and the return policy will be voided.

Damages and Issues

Unfortunately, the product may get damaged during transport. Please carefully check your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect.

For faster resolution, please email us with clear photos showing the defect or error.

For faulty or incorrect items, we will send a new package free of charge.

Unfortunately, we cannot offer refunds for faulty items. However, if the same item arrives damaged again, you can receive a full refund or return the item.

If you are not satisfied with this policy, you always have the option to return the faulty or incorrect item at your own cost, following the normal return conditions listed on this page.

Note: An order can be changed or cancelled within one hour of purchase, as our system processes orders automatically. If you wish to cancel the order after an hour for any reason (e.g., payment error, wrong size, wrong colour, change of mind), you will not have the right to return or claim a refund if the order is already on its way, as this could only be used as an excuse for a refund request.

If a package cannot be delivered due to incorrect customer information or an incorrect address, we cannot offer a refund. However, we understand that mistakes happen, and we will do our best to ensure you receive your order without further complications. If the issue is caused by the courier, we will send you the same item again free of charge.

Finally, please note that we do not accept returns or exchanges due to delivery delays. For any questions or doubts about our return policy, please contact our customer service at info.steinbergberlin@gmail.com.

We are here to help!

Product Exchange

If you wish to exchange an item, you must first return the item and then place a new order for the desired item after the return has been approved.

Refund

We will notify you once we receive and inspect your return. If approved, the refund will be automatically processed through the original payment method within 3-5 business days. Please note that it may take a few days for your bank or credit card company to process and post the refund.

Most of our products are made from polyester.

To be eligible for a return, any open dispute with PayPal or credit card providers must be resolved once the request is accepted. The customer must send us the shipping proof to our warehouse, and the address will be provided by customer service via email. Once the returned package arrives at our warehouse, it will be inspected, and we will ensure that everything meets the previous guidelines and all necessary criteria for the return’s validity.

The item(s) being returned must be in the same condition as when they arrived, with tags, free from defects or damages, and must never have been worn or washed.

Once the inspection is completed, you will receive a positive or negative confirmation of the package. If the return is accepted, the refund will follow the aforementioned deadlines.

In the case of a rejected return, there will be no refund, and the item will remain in our warehouse or will be returned to you at your request at no cost.

The processing time for the inspection of the package, once it arrives at our warehouse, is 3-7 days. The refund timeframe is specified in the previous clauses.

If the returned package is lost or damaged, we take no responsibility and cannot provide a refund or compensation. In this case, the return and any possible refund will not be accepted, regardless of the circumstances.

As stated in the previous clauses, return shipping costs and any customs fees are the responsibility of the customer.

Once our team has evaluated and accepted your return, you will have the following options:

1. Keep the item and receive a 20% discount voucher to redeem in our shop.

2. Keep the item and accept a partial refund of 20% of the total order amount.

3. Return the item and follow the return procedure described in the previous clauses, waiting for the necessary time until the return is successfully completed, and you will receive a full refund of your order once the return process is completed.

If more than 15 business days have passed since the return approval and you have not received the refund, please contact us at info.steinbergberlin@gmail.com

Materials: The materials used in our products are mainly polyester.

Warehouses: In order to best proceed with shipping as quickly as possible and offer the best possible service, we have warehouses in Asia and ship from them so that we can best handle shipments throughout Europe.