Refund policy

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

We have a 14-day return & exchange policy, which means you have 14 days after receiving your item to request a return or exchange.

To be eligible for a return, your item must be in the same condition that you received it, unused, unburnt, in its original packaging and have no stains or marks. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at florian@hausfragment.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and discounted items. Please get in touch if you have questions or concerns about your specific item.

If you decide to return a product(s) to Haus Fragment, you are responsible for the original shipping charges, any duties, taxes, and/or customs fees incurred on the package (for both the original and return shipments) and the cost of returning the package to Haus Fragment. Please note that this amount will be subtracted from your merchandise refund.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at florian@hausfragment.com.