Return and exchange policy

BrüMate’s return and exchange policy applies to all products purchased through the brand’s website. By completing a purchase, customers agree to the terms outlined here, which are subject to updates or modifications at any time. This policy is designed to protect customer rights, ensure transparent procedures, and maintain a safe and reliable shopping environment. Customers may request a return or exchange within thirty days of delivery, provided the items are unused, undamaged, unwashed, and in their original condition. All original packaging, tags, accessories, and manuals must be included, and products cannot have been resold, altered, or used for commercial purposes. Items showing signs of misuse, damage, missing parts, or broken seals are not eligible for return or exchange.

Certain items are final sale and cannot be returned or exchanged. These include personal hygiene items, health or beauty accessories, customized or personalized products, clearance or promotional items, and any product labeled as final sale. If a product arrives damaged, defective, missing parts, or incorrectly shipped, customers should contact support within forty-eight hours of receipt with photos, videos, and order information. After verification, the brand will offer a replacement, full refund, or partial refund if the customer chooses to keep the item. In all qualified defective cases, return shipping and reshipping costs are covered by the company.

For voluntary returns due to personal preference, size mismatch, color difference, or change of mind, items may be returned within thirty days as long as they remain in perfect condition. Customers are responsible for return shipping fees, and the original shipping cost is non-refundable. Refunds are processed within three to seven business days after the returned product is received and inspected. Exchanges for different sizes, colors, or styles require contacting customer service with order details and product photos, and are subject to stock availability. If the requested replacement is unavailable, a full refund or alternative solution will be offered.

All approved refunds are issued to the original payment method used during checkout, and the timing of the refund may vary depending on banking processes, card issuers, and international payment systems. Typically, refunds are completed within seven to fourteen business days. Customers are advised to use a secure, trackable shipping method for returns, retain tracking information, and properly package items to prevent rejection during inspection. BrüMate provides professional customer support to assist with any questions related to returns, exchanges, refunds, or product issues via email or phone. The company reserves the final interpretation rights for this return and exchange policy, and any disputes will be resolved in accordance with the latest website rules and relevant cross-border e-commerce standards.