We want every customer to have a satisfactory shopping experience. If you are not satisfied with your purchase, you can apply for a return and refund according to the following policy.
Return Period
Customers can submit a return request within 30 days of receiving the goods.
Requests submitted after 30 days will generally not be accepted.
Return Conditions
Returned goods must meet the following requirements:
The goods must be in unused condition;
The goods must be intact and free from man-made damage;
The original packaging, tags, and all accessories must be retained;
The goods must not affect resale.
If the goods show obvious signs of use, are missing accessories, or are man-made damaged, we reserve the right to refuse the refund request.
How to Apply for a Return
Please contact our customer service team before applying for a return.
Please provide:
Order number;
Contact information;
Reason for return;
If there is a problem with the goods, please provide relevant photos.
After customer service review and approval, you will be provided with detailed return instructions and a return address.
Goods returned without confirmation from customer service may not be eligible for a refund.
Product Inspection
Upon receiving returned goods, we will conduct a quality and integrity check.
Once approved, the refund process will begin. If the goods do not meet the return conditions, we will contact you promptly to explain the reason.
Refund Time
For orders that meet the refund conditions, we will typically complete the refund processing within approximately 3 business days.
The refund will be returned to the original payment method.
Due to varying processing times among different banks and payment institutions, the actual arrival time may differ. Please be patient.
Situations Where Refunds Are Not Supported
Refunds may not be processed in the following situations:
The 30-day return period has expired; The goods have been used; The goods have been damaged by the customer; The goods are missing packaging, accessories, or labels; The goods are damaged due to improper customer handling; The goods are returned without authorization.
Product Quality Issues
If you receive goods that:
The goods are damaged; The wrong goods were sent; The goods have obvious quality problems;
Please contact us as soon as possible after receiving the goods, providing order information and relevant photos. We will arrange an appropriate solution for you after verification.
Contact Us
For any questions regarding returns or refunds, please contact us:
Email: Bisrat@brookhuemarket.com