Missing or Lost Shipment or Package:
After ordering the product, you will get email alert when the package/shipment is out for delivery and/or soon after delivery by the carrier. If you received shipment delivered email notification but you can't find the shipment, we suggest you to check immediately with your neighbor or apartment office in case it was delivered to wrong address. When you are sure that the package was not delivered to your shipping address then you need to report to BergHOFF Customer Service via our "Contact Us" page within 48 hours of the carrier delivery time stamp on carrier's shipment tracking website. Upon receipt of your claim BergHOFF Customer Service will file the claim to the carrier to investigate the issue. Reshipment or refund will be issued after approval of the claim by carrier.

The order will be ineligible for a refund or reshipment if customer is filing missing or lost package claim after 30 days of shipment delivery.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Product with obvious signs of use
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Refunds (if applicable)

The order will be ineligible for a refund or reshipment if customer is filing missing or lost package claim after 30 days of shipment delivery.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at cs@berghoffusa.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at cs@berghoffusa.com and send your item to: 11063 SR 54 Odessa Florida US 33556.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

To return your product, you should mail your product to: 11063 SR 54 Odessa Florida US 33556

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.