Effective Date: September 29, 2026
At steffenmüller, we aim to provide a straightforward refund process for eligible purchases. This Refund Policy explains when refunds may be issued, how refunds are processed, and what you can expect after a refund has been approved.
1. Eligibility for a Refund
You may be eligible for a refund if:
- You return an eligible product within our 30-day return window.
- The product meets the applicable return conditions.
- The product arrives damaged or defective.
- You receive an incorrect item.
- An order is cancelled and a refund is approved before fulfillment, where applicable.
Refund eligibility may depend on the circumstances of the order and applicable consumer protection laws.
2. Return Requirement
Where a refund requires the product to be returned, the item must first be returned according to our Return Policy.
We offer free returns for eligible returns.
Returned products should, where reasonably possible, be unused, in their original condition, and include the original packaging, accessories, and other included items.
3. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible.
We may request photographs or other information to verify the issue.
Depending on the circumstances, we may provide a replacement, refund, or another appropriate resolution.
4. Refund Processing
Once an eligible return has been received and approved, we will process the refund.
Our standard refund processing time is 4–6 business days after the refund has been approved.
The time for the refunded amount to appear in your account may vary depending on Stripe, your bank, card issuer, or other financial institution.
5. Refund Method
Refunds will generally be issued to the original payment method used for the purchase.
Since payments are processed through Stripe, the refund will be processed through the applicable Stripe payment transaction.
We do not normally issue refunds through an alternative payment method unless otherwise required or agreed upon.
6. Partial Refunds
In certain circumstances, a partial refund may be appropriate where only part of an order is eligible for a refund or where an item does not meet all return conditions.
Any applicable partial refund will be communicated to you before processing where appropriate.
7. Non-Refundable Circumstances
A refund may not be approved where an item is returned outside the applicable return window or has been damaged due to misuse, improper installation, improper handling, or other circumstances not attributable to us, except where applicable law provides otherwise.
Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded or restricted.
8. Cancelled Orders
If you request cancellation before an order has been fulfilled and the cancellation is accepted, we may issue a refund where applicable.
If an order has already been processed or shipped, the return process may apply instead.
9. How to Request a Refund
To request a refund, please contact our support team and provide:
- Your name
- Order number
- Email address used for the purchase
- Product or order concerned
- Reason for the refund request
- Photos or supporting information where relevant
Our team will review the request and provide the appropriate instructions.
10. Contact Us
For questions regarding refunds or the status of a refund request, please contact us:
Support Email: Info@steffenmüller.shop
Contact Number: 493085617021
Live Chat Support: 24/7
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM
Time Zone: Central European Summer Time (CEST)
Business Information
Business Name: steffenmüller
Legal Business Name: Steffen Müller
VAT Number: DE263440317
Business Address: Johannisthaler Ch 73b, 12487 Berlin, Germany