At BG Berlin, we take pride in the quality of our products and aim to provide the best customer experience. If something isn’t quite right with your order, we’re here to help.
How to Initiate a Return
If you’ve received an incorrect or faulty item or simply need to return your purchase, you may do so within 30 days of the purchase date.
To start the return process, please email us at contact@citrusandktma1.com with the following information:
- В email address used for the original purchase.
(If you’re unsure of the email used, please provide the purchase date along with your full name so we can locate your order.) - A description of the issue or reason for return.
- A confirmation that the product is unused, in original condition, and includes all original BG Berlin packaging with hangtags intact.
Once your request has been reviewed and approved, we’ll provide you with detailed return instructions based on your location.
Note: Products purchased on sale or during promotions are non-returnable.
Return Shipping Details
- Return shipping costs are the responsibility of the customer and are non-refundable.
- You may use standard or express shipping, but we recommend a trackable service.
- Please share the tracking number (waybill) with us so we can monitor the return and expedite processing.
Refund Policy
Once we receive and inspect your return, we will process your refund within 5–8 business days. Refunds will be issued to the original method of payment only.
Refunds are only issued to the original purchaser.
Exchange Policy
If you’d prefer to exchange your item, we’re happy to assist within 30 days of purchase. The item must be returned in unused, original condition, with all packaging and tags included.
To request an exchange, please email us at contact@citrusandktma1.com and include your order details.
If you’re unsure whether your item is eligible for return or exchange, don’t hesitate to contact us. We’re happy to help!