Refund policy
Returns & Refunds
At CHASE HEAVEN, we want every purchase to feel right. In addition to your statutory consumer rights, we offer a voluntary 30-Day Money-Back Guarantee on eligible products.
30-Day Money-Back Guarantee
You're covered by our 30-day money-back guarantee. Wear it, test it. If it's not for you, send it back within 30 days for a full refund.
Your 30 days begin when your order is delivered.
To start your return, email info@chaseheavenstudio.com with your order number and the email address used for your order. We’ll send you the return address and guide you through the next steps.
Return Shipping
For voluntary returns where the product is not defective and CHASE HEAVEN did not make a fulfillment error, return shipping costs are the responsibility of the customer.
We strongly recommend using a tracked shipping service.
This does not affect your statutory rights regarding defective or incorrectly supplied products.
Refunds
Once we receive your return, we’ll issue a full refund of the purchase price to your original payment method.
Your bank, card issuer or payment provider may require additional time to process the refund after it has been issued.
If more than 15 business days have passed since we confirmed your refund, please contact:
Damaged, Defective or Incorrect Products
If your order arrives damaged, defective or incorrect, please contact us as soon as reasonably possible at:
Please provide your order number, a short description of the issue and clear photos or videos where applicable.
We may request additional reasonable information to assess the issue.
Your statutory consumer rights regarding defective or incorrectly supplied goods remain fully unaffected.
Exchanges
We generally do not process direct exchanges.
If you would like another model or variation, the simplest option is to return the eligible product and place a new order.
This does not affect your statutory rights regarding defective products.
Sale Items
Sale and discounted products are covered by our voluntary 30-Day Money-Back Guarantee under the same conditions stated above.
Personalized Products
Products individually personalized or manufactured according to a customer's individual specifications may be excluded from our voluntary return policy and, where permitted by law, from statutory withdrawal rights.
Rights relating to defective products remain unaffected.
EU / EEA Right of Withdrawal
Where applicable European consumer law provides a statutory right of withdrawal, you generally have the right to withdraw from your purchase within 14 days without giving a reason.
The withdrawal period generally expires 14 days after the day on which you, or a third party designated by you other than the carrier, receives the goods.
To exercise this right, please inform us of your decision by a clear statement.
CHASE HEAVEN
Ben Kaufmann
Eichendorffstraße 58A
53721 Siegburg
Germany
Email: info@chaseheavenstudio.com
You may also use any electronic withdrawal function provided on our website.
It is sufficient to send your withdrawal declaration before the withdrawal period expires.
Effects of Withdrawal
If you validly withdraw from the contract, we will reimburse payments received from you in accordance with applicable law.
Where required by law, this includes the cost of our least expensive standard delivery method.
Additional delivery costs resulting from your choice of a more expensive shipping option are not reimbursed where permitted by law.
Unless we have offered to collect the goods, we may withhold reimbursement until we have received the goods back or you provide evidence that you have returned them, whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.
Returning Goods After Withdrawal
Please contact our support team for the applicable international return address and return instructions.
Unless otherwise required by law or agreed by us, you are responsible for the direct cost of returning the goods.
You may inspect the product to the extent reasonably necessary to establish its nature, characteristics and functionality.
Where permitted by law, you may be responsible for any reduction in value caused by handling beyond what is necessary for such inspection.
Your statutory withdrawal rights remain independent of our additional voluntary 30-Day Money-Back Guarantee.
Last updated: September 28, 2026