Refund Policy

Your satisfaction is our priority, which is why we keep our return policy very simple!

If you are not satisfied with your order due to a valid quality issue (such as damages), we prioritise resolving the problem. We will process your replacement order immediately, reproduce the item, and ship it to you at no additional cost.

If, for any reason, you are not satisfied with your purchase and would like to return it, please do not hesitate to contact us. You can email us at info@novaberlin.com or use our chat feature to inform us of your decision.
Please note that return shipping costs are not covered, unless there is a valid reason for the return.

If you receive a damaged product, please contact us within 7 days of receiving the items at info@heimat.com and include photos of the damaged products.
We will send you a replacement if one is available. If a replacement is not available, we will issue a full refund for your purchase.

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We cannot issue a refund if:

• You provided an incorrect or incomplete address.

• Your package/item is considered lost because you did not collect it from the post office or pick-up point.

• You did not receive your order in time for a specific event (e.g., as a gift), as we have no control over delivery times.
  Customs clearance and logistics delays play an important role in overall delivery time.

• The product is damaged or has quality issues but you cannot provide evidence.
  (We require photo evidence via email to confirm the defect, quality issue, or damaged item.)

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Important note:

Photo evidence is used for documentation, quality management, and inspection purposes, to help us continuously improve our products.

Once your return has been approved and confirmed, you will receive a return address via email.
You will then need to drop off the package at your nearest post office.

In the case of a refund, please allow 3 to 5 business days for the amount to be credited to your bank account.