Refund policy
Brialune — Refund & Return Policy
At Brialune, we want you to love what you ordered. If something isn't right, this policy explains how returns, refunds, and exchanges work. By placing an order with us, you agree to the terms below.
1. Our 30-Day Guarantee
You have 30 days from the date your order is delivered to request a return. Requests made after 30 days may not be accepted.
To be eligible, your item must be:
- Unused and in the same new, resalable condition you received it
- Free of markings, writing, or damage
- Accompanied by proof of purchase (order number or receipt)
2. How to Start a Return
Email us at support@shopbrialune.com with your order number and the reason for your return. If the item arrived damaged or incorrect, please include a photo.
We'll review your request and, if approved, send you the return address and full instructions. Please don't ship anything back before contacting us — returns sent without prior approval may not be processed or refunded.
3. Shipping & Delivery Times
Estimated delivery times are shown at checkout and in your confirmation email. Orders are typically processed within 2–3 business days, with delivery times varying by destination.
A longer-than-expected delivery time alone is not grounds for a refund, provided your order arrives within the estimated window. If it hasn't arrived within that window, contact us and we'll investigate or arrange a replacement.
4. Return Shipping Costs
Unless the item arrived damaged or incorrect (see Section 5), the customer is responsible for return shipping costs. We recommend a trackable service, as we can't guarantee we'll receive items returned without tracking. Original shipping charges are non-refundable. We do not charge a restocking fee on approved returns.
5. Damaged or Incorrect Items
If your item arrives damaged or you received the wrong product, we'll make it right at no cost to you. Contact us within 7 days of delivery with photos of the item and packaging, and we'll arrange a free replacement or full refund.
6. Refunds
Once we receive and inspect your return, we'll email you to confirm approval. If approved, your refund is issued to your original payment method within 5–10 business days. Your bank or card provider may take additional time to post it.
If you haven't received an approved refund after 10 business days, please email us before disputing the charge so we can resolve it quickly.
7. Exchanges
If you'd like a different item, the fastest way is to return the original (per this policy) and place a new order.
8. Non-Returnable Items
The following cannot be returned or refunded:
- Final-sale or clearance items (marked as such at purchase)
- Gift cards
- Digital or downloadable products
- Items returned without prior authorization or outside the 30-day window
9. Order Cancellations
You may cancel an order for a full refund as long as it has not yet entered fulfilment. Once your order is processed or shipped, it can't be cancelled, but you may still return it under this policy once delivered. Email us as soon as possible if you need to cancel.
10. Before Filing a Dispute
We're committed to resolving every issue fairly. Please reach out before filing a chargeback or payment dispute — nearly every concern can be settled faster directly with our support team.