Refund policy

ETURNS & REFUNDS POLICY

Last Updated: January 2025

Anna-Berg is committed to your complete satisfaction. We offer a generous return policy because we want you to love your purchase.

OUR 30-DAY RETURN GUARANTEE

We accept returns within 30 days of delivery for any reason. Whether you changed your mind, ordered the wrong size, or simply aren't satisfied with your purchase—we've got you covered.

Return Requirements:
• Items must be unworn, unwashed, and in original condition
• All original tags must be attached
• Original packaging preferred (but not required)
• No visible signs of wear or use
• Return initiated within 30 days of delivery date

HOW TO RETURN YOUR ORDER

Step 1: Contact Us
Email us at info@anna-berg.com within 30 days of receiving your order with:
• Your order number
• Item(s) you wish to return
• Reason for return (optional, but helps us improve)
• Photos (required only for damaged/defective items)

Step 2: Receive Return Authorization
We will respond within 24-48 hours with:
• Return Authorization Number (RMA)
• Return shipping address
• Packaging and shipping instructions

Step 3: Ship Your Return
• Package items securely (use original packaging if possible)
• Include a note with your RMA number and order number
• Clearly mark RMA number on outside of package
• Ship via tracked carrier (USPS, UPS, FedEx, etc.)
• Keep your tracking number and proof of shipment
• Email us the tracking number once shipped

Step 4: Receive Your Refund
• We inspect returned items within 1-2 business days of arrival
• Refund issued within 14 days of receiving your return
• Refund processed to your original payment method
• Email confirmation sent when refund is issued

RETURN SHIPPING ADDRESS

All returns must be shipped to our fulfillment center in Asia:

Return Authorization & Address: provided via email

IMPORTANT: Always include your RMA number inside the package and mark it clearly on the outside of the package.

Estimated return shipping cost: $15-30 USD depending on package weight and shipping method.
Return shipping time to our supplier: 10-20 business days via standard international mail.

We recommend using USPS First-Class Package International Service or USPS Priority Mail International for the most economical rates with tracking.

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WHAT CAN BE RETURNED?

✓ Returnable Items:
• Unworn clothing and outerwear
• Unused accessories with tags attached
• Footwear in unworn condition
• Items in original packaging

✗ Non-Returnable Items (for hygiene and safety reasons):
• Underwear, bras, lingerie, bodysuits
• Swimwear and bikinis
• Earrings and pierced jewelry
• Items marked as "Final Sale" or "Clearance - No Returns"
• Items that have been worn, washed, altered, or damaged
• Items with tags removed (unless defective)
• Items returned after 30 days from delivery

Exception: Defective or incorrect items can be returned regardless of the above restrictions.

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REFUND AMOUNTS

Standard Returns (Change of Mind):
✓ Product purchase price: FULLY REFUNDED
✗ Original shipping cost: NOT REFUNDED
✗ Return shipping: YOUR RESPONSIBILITY ($15-30)

Defective or Incorrect Items:
✓ Product purchase price: FULLY REFUNDED
✓ Original shipping cost: FULLY REFUNDED
✓ Return shipping: WE PROVIDE PREPAID LABEL OR REIMBURSE YOUR COSTS

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DAMAGED OR DEFECTIVE ITEMS

Received a damaged or defective product? We sincerely apologize.

What to do:
1. Contact us immediately at info@anna-berg.com (within 7 days of delivery)
2. Include your order number and clear photos showing the defect or damage
3. Describe the issue in detail

Your options:
• Free replacement shipped at no cost to you
• Full refund including all shipping costs
• Partial refund if you wish to keep the item (case by case)

We will provide a prepaid return label for defective items. You will not pay return shipping costs.

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WRONG ITEM RECEIVED

If we sent you the wrong product:

1. Email info@anna-berg.com within 7 days with:
• Your order number
• Photo of the item you received
• Description of what you ordered

2. We will immediately ship the correct item at no cost to you

3. We will provide a prepaid return label for the incorrect item

OR if you prefer, we may offer you a discount to keep the incorrect item instead of exchanging it.

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LOST OR UNDELIVERED PACKAGES

Package shows "delivered" but you didn't receive it?

1. Check with neighbors, building management, or any safe location you specified
2. Check all entrances to your home (front door, back door, side entrance)
3. Verify the delivery address on your order confirmation
4. Contact the shipping carrier directly with your tracking number
5. If package cannot be located within 48 hours, email us at info@anna-berg.com

We will:
• File a claim with the shipping carrier
• Investigate the delivery
• If the package is confirmed lost: Send a free replacement OR issue full refund

Note: Anna-Berg is not responsible for packages confirmed delivered by the carrier to the address you provided. We recommend using a secure delivery location or requiring signature confirmation for high-value orders.

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EXCHANGES

We do not offer direct exchanges at this time.

To get a different size, color, or style:
1. Return your original item for a refund (following the process above)
2. Place a new order for the item you want

This ensures you receive your new item as quickly as possible without waiting for return processing times.

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REFUND PROCESSING TIMELINE

Return shipped by you: Day 0
↓
Return arrives at warehouse: 10-20 business days
↓
Inspection completed: 1-2 business days
↓
Refund initiated: Within 14 days of receiving return
↓
Refund appears in your account: 3-10 business days (depends on your bank/card issuer)

Total estimated timeframe: 4-6 weeks from when you ship the return to when you see the refund in your account.

You will receive email updates at each stage of the process.

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LATE OR MISSING REFUNDS

If you haven't received your refund within the expected timeframe:

1. Check your bank account or credit card statement again
2. Contact your credit card company or bank (refunds can take time to officially post)
3. If you've done all of the above and still have not received your refund, contact us at info@anna-berg.com

We will provide proof of refund issuance and help you track down the funds.

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RETURN FRAUD PREVENTION

To maintain fair pricing for all customers, we monitor return patterns. Excessive returns, returns of worn/used items, or fraudulent return activity may result in:
• Refusal of returns
• Account suspension
• Banned from future purchases

We reserve the right to refuse returns that violate this policy.

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CANCELLATIONS

Order not shipped yet? You can cancel for free!

If you wish to cancel your order:
• Contact us within 24 hours of placing the order at info@anna-berg.com
• If your order has not yet shipped, we will cancel it and issue a full refund
• If your order has already shipped, you must follow the standard return process once you receive it

Refunds for cancelled orders are processed within 3-5 business days.

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PROMOTIONS AND DISCOUNT CODES

If you used a discount code on your order:
• Your refund will be for the amount you actually paid (after discount)
• The discount code will not be reissued
• If you place a new order, you'll need a valid discount code

For "Buy One Get One" or multi-item promotions:
• If you return part of a promotional bundle, the refund will be adjusted to reflect the actual value of items kept

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SHIPPING POLICY REMINDER

Free Shipping: We offer free standard shipping on all US orders (we cover the cost to get products to you).

For returns: You are responsible for return shipping costs back to Asia unless the item is defective, damaged, or incorrect.

International Customers: If you're outside the USA, you paid international shipping costs on your order. These are not refundable for change-of-mind returns.

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SALES TAX REFUNDS

Any sales tax charged on your original order will be refunded along with the product price.

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RESTOCKING FEES

We do NOT charge restocking fees on any returns. Your full product price will be refunded (minus non-refundable shipping costs for change-of-mind returns).

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FINAL SALE ITEMS

Items marked as "Final Sale," "Clearance," or "As-Is" at the time of purchase cannot be returned for a refund unless they are defective or not as described.

These items are sold at deep discounts and all sales are final.

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STATE-SPECIFIC CONSUMER RIGHTS

Some US states have additional consumer protection laws:

California Residents: You have rights under California Civil Code Sections 1750-1756 regarding unfair business practices. Contact the California Department of Consumer Affairs if you have unresolved complaints.

New York Residents: Pursuant to New York General Business Law, you have specific rights regarding refunds and store credit.

For residents of all states: This policy does not limit any non-waivable statutory rights you may have under your state's consumer protection laws.

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DISPUTE RESOLUTION

We strive to resolve all issues directly with you in a friendly manner.

If you're not satisfied with how we've handled your return:

Contact our customer service manager at info@anna-berg.com with "Escalation Request" in the subject line

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QUESTIONS?

We're here to help! If you have any questions about our return policy or need assistance with a return, please contact us:

Email: info@anna-berg.com
Phone: +1 (302) 556-0102
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM EST

We aim to respond to all inquiries within 24-48 hours (business days).

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