Refund policy

Return & Refund Policy

This Return & Refund Policy applies to all purchases made through vonrosenthal.com.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at leous@vonrosenthal.com. Please note that you must contact us to obtain the return address before sending any item back.

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

You can always contact us for any return questions at leous@vonrosenthal.com.

Damages and Issues

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

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as perishable goods (like food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products).

We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.

As above, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

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.

If more than 15 business days have passed since we approved your return, please contact us at leous@vonrosenthal.com.

VON ROSENTHAL – Wholesale Refund & Cancellation Policy

At VON ROSENTHAL, we are committed to providing premium service and exceptional products to our wholesale partners. To ensure clarity and efficiency in our operations, we have established the following refund and cancellation policy for wholesale orders:

Order Cancellation

Wholesale orders may be cancelled prior to shipment.

In the event of a cancellation, a 3% administrative fee will be deducted from the total amount of the order to cover processing and handling expenses.

The remaining balance will be refunded to the original payment method within 7 business days after the cancellation is confirmed.

Shipped Orders

Once an order has been shipped, cancellations are no longer possible.

Returns or exchanges for shipped wholesale orders are not accepted unless the goods are defective or there has been an error in fulfillment on our part.

Defective or Incorrect Items

Claims for defective or incorrect items must be submitted within 5 business days of delivery.

Please email us at leous@vonrosenthal.com with photos and a description of the issue.

If approved, we will arrange a replacement or credit as appropriate.

Final Notes

All custom, made-to-order, or exclusive items are non-refundable and non-cancellable once production has started.

VON ROSENTHAL reserves the right to update this policy at any time without prior notice.

For any questions regarding this policy, please contact us at leous@vonrosenthal.com.

This policy was last updated on October 2025.