Return Policy

We are committed to providing a satisfactory shopping experience. If there is a problem with the item, please refer to the following process to apply for a refund or exchange.

I. Refund Policy
1. Scope of application
Goods that are unused, unopened and in complete packaging.

Refunds can be applied within 30 days from the date of receipt. 2.

2. Exclusions
Customised goods, digital products (e.g. e-books, software keys).

Goods that have been damaged due to customer error.

3. Refund process
1️⃣ Log in to the Berbeen Customer Portal to submit a refund request.
2️⃣ Upon receipt of the confirmation email, ship the item back to the specified address (with the original order number).
3️⃣ We will review and refund the original order within 5 business days.

⚠️ Note: The return shipping cost is borne by the customer (except for quality issues).

Second, the exchange policy
1. Exchange conditions
✅ The goods have quality problems or wrong goods.
✅ Size/colour replacement needs to be allowed in stock (limited to the same model).

2. Exchange process
1️⃣ Contact service@berbeen.com by email with the subject line ‘Exchange Request + Order No.’.
2️⃣ Provide photos of the defective item or a description of the exchange request.
3️⃣ Upon receiving the exchange authorisation, you can choose:

Option A: Send back the original item and we send out a replacement simultaneously (shipping prepaid and refunded after review).

Option B: Send the new item first and return the original item upon receipt (member customers only).

⏱️ Processing Time Limit: 1-3 working days after confirmation to arrange shipping.

III. Handling of Damaged or Defective Products
1. Immediate operation
When signing for the package found to be damaged: take a photo on the spot and keep it and refuse to accept the parcel.

Quality problems found after unpacking: take clear photos + video of defects within 24 hours.

2. Rapid solution channel
1️⃣ Send evidence to service@berbeen.com and mark ‘Urgent: defective goods’.
2️⃣ We will prioritise and offer the following options:

Free replacement of the new item (no need to return the original item).

Full refund + 10% voucher reimbursement.

Frequently Asked Questions
Q1: Can I exchange the same item for a different one?
A: Only the same item can be exchanged, if you need to exchange another item, please refund first and re-order.

Q2: Who pays the shipping cost for international orders?
A: For quality issues, Berbeen will bear the cost; for non-quality issues, the customer will bear the cost (prepaid labels can be provided and the cost will be deducted from the refund).

Q3: What is the return address?
A: After the audit, the system will automatically send the nearest warehouse address to your email.

V. Contact Us
📧 Dedicated after-sales email: service@berbeen.com
📞 Emergency Hotline: +1 (800) 123-4567 (7 days a week 8:00-22:00 GMT)