Refund Policy

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Return & Refund Policy

Your satisfaction is our priority. If you are not completely satisfied with your purchase, our return and refund policy is designed to help you.

Brief overview

  • Return deadline: 30 days from the delivery date
  • Requirements: Items must be unused, in original condition, with tags and packaging intact
  • Return costs: The customer is responsible for the return shipping costs unless the return is due to an error on our part
  • Refund processing: Refunds will be issued within 14 days of receipt of the returned item
  • Processing fee: There are no processing fees

Detailed Return Policy

Return & Exchange Eligibility

  • Items must be unused, with all original tags and packaging intact.
  • Non-returnable items: Products damaged due to misuse.
  • Unauthorized returns will not be accepted.

How to initiate a return

  1. Contact us: Send an email to support@topazberlin.de with your order number and details of the problem (attach photos if necessary).
  2. Approval & Instructions: Once the return is approved, you will receive a Return Authorization (RA) number and return instructions.
  3. Send return: Use a trackable shipping method and mark the RA number clearly on the package.

A notice: We are not responsible for lost or delayed returns that were sent without tracking.

Damaged or incorrect items

If you receive a damaged, defective or incorrect item, contact us within 30 days after delivery, and we will arrange a replacement or refund.

Cancellation of orders

  • Orders can be placed within 24 hours be canceled if they have not yet been dispatched.
  • Once the order has been dispatched, cancellation is no longer possible and the returns procedure will apply.

Refund process

  • Refunds will be made within 14 days processed after receipt and inspection of the return.
  • Refunds will be made to the original payment method paid out, which depending on the bank can be up to 10 working days can take.

Undeliverable packages

If a package cannot be delivered due to incorrect or incomplete shipping information, the customer will be responsible for any additional shipping costs to resend the order.