Política de reembolso
Last updated: June 2026
1. Return Conditions
To be eligible for a return, all items must be returned within 14 days of receipt and must be unworn, unwashed, unaltered, unused, free from any odours, stains, damage, or signs of wear. Original tags must remain attached and the original packaging must be intact.
Returns that do not meet these conditions may be refused and returned to the customer without a refund.
2. How to Request a Return
Before sending any item back, you must contact our customer support team to obtain return authorisation. Returns sent without prior approval cannot be processed.
Please email kontakt@ardenhaus.de with your order number and the reason for your return. We will acknowledge your request within 48 hours and provide detailed return instructions. We strongly recommend using a tracked shipping service, as we cannot accept responsibility for returns that are lost in transit.
3. Return Shipping Costs
If you receive an item that is damaged, defective, or incorrect due to our error, we will cover all return shipping costs.
For all other situations, including but not limited to change of mind, incorrect size selected, incorrect colour selected, duplicate orders, ordering the wrong product, accidental purchases, products that do not meet personal expectations, delayed return requests, or any other reason resulting from customer preference or error, the customer is responsible for all return shipping costs.
4. Damaged or Defective Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
Your email should include your order number together with clear photographs showing the issue. Once verified, you may choose between a free replacement or a full refund. In these cases, Arden Haus will cover all return shipping costs.
5. Refund Process
Once your returned item has been received and inspected, we will notify you of the outcome of your return.
Approved refunds are processed within 7–14 business days to the original payment method used during checkout. Depending on your bank or card issuer, the refunded amount may take an additional one to two billing cycles to appear on your statement.
Original shipping charges are non-refundable unless the return results from an item that was damaged, defective, or incorrectly dispatched by us.
6. Exchanges
If you wish to exchange an item, please contact us before returning your order so we can confirm product availability.
All exchanges are subject to stock availability. If the requested replacement is unavailable, a full refund will be issued once the returned item has passed inspection.
7. Non-Returnable Items
Items that have been worn, washed, altered, damaged after delivery, or show any signs of use cannot be accepted.
Returns will also be rejected if the original tags have been removed or if the original packaging is missing or significantly damaged.
8. Late or Missing Refunds
If you have not received your refund after the stated processing period, please first check your bank account and contact your card issuer or payment provider, as processing times may vary.
If your refund still has not appeared after the full refund period has passed, please contact us at kontakt@ardenhaus.de and we will be happy to investigate the matter.
9. Return Window
Returns are accepted only when the returned items fully comply with all return conditions described in this policy and are received within 14 days from the date of delivery, in accordance with Directive 2011/83/EU.
Requests submitted after this period or returns that fail to satisfy the required conditions will not be accepted.
10. Contact Us
If you have any questions regarding returns or refunds, please contact our customer support team.
Email: kontakt@ardenhaus.de
We respond to all customer enquiries within 24 hours on business days.