Returns & Refunds — Bergveil
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Bergveil
Returns & Refunds
We stand behind everything we sell. If something goes wrong with your order, just reach out — we'll take care of it.
What we cover
Our policy at a glance.
↩
Changed your mind Full refund
If your order isn't quite what you expected, you may request a refund within 7 days of delivery.
⚠
Arrived damaged Full refund
If your item arrived broken, cracked, or in worse condition than described, we'll refund or replace it immediately.
✗
Wrong item sent Full refund
If you received something different from what you ordered, we'll fix it right away with a replacement or refund.
⏱
Lost in transit Full refund
If your order hasn't arrived within 5 days of the estimated delivery date, reach out and we'll resolve it.
How it works
Three steps.
-
Email us
Send a message to hello@bergveil.com with your order number and a brief description of the issue. If your item arrived damaged or incorrect, attach a photo or short video — this lets us resolve your case the same day.
-
We review and approve
We aim to respond within 1–2 business days. For change-of-mind requests, approval is immediate. For damaged or incorrect items, we'll confirm once we've reviewed your photos.
-
Your refund is issued
Once approved, we process your refund to your original payment method. You'll see the funds within 5–10 business days depending on your bank.
Timeframes
Key deadlines.
Change of mind
Within 7 days of delivery
Damaged, wrong, or lost orders
Within 30 days of delivery
Our response time
1–2 business days
Refund to your account
5–10 business days after approval
Requests after 30 days
Reviewed on a case-by-case basis
Not covered
The only real limit.
Two windows apply depending on the reason. Change-of-mind requests must be submitted within 7 days of delivery. For damaged, incorrect, or lost items, you have 30 days. Requests outside these windows fall outside our standard policy, though we will always consider genuine circumstances individually. Reach out — we'd rather find a solution than not.