Refund policy
We guarantee the satisfaction of our customers who choose BROSS HOME. If you need our help or have any questions, please do not hesitate to get in touch with us at contact@brosshome.com. We are here to assist you and will always do our best.
1. General Return & Exchange Policy (Global)
For standard orders, we accept return or exchange requests under the following conditions:
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Returns: You must request a return within 30 days of receiving your product.
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Exchanges: You must request an exchange within 7 days of receiving your product. You will receive your new item after we have received and inspected the original product.
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Product Condition: Items must be returned in their original packaging. The buyer is responsible for return and exchange shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
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Processing Time: Once we receive the item back, we will inspect it. If the product is in good and usable condition, your refund will be processed within 2 business days. The time it takes for the funds to clear may vary depending on your payment method and bank.
2. European Union (EU) Right of Withdrawal
If you are a resident of the European Union, you have specific statutory rights under EU consumer protection laws:
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14-Day Withdrawal Window: You have the right to cancel and notify us of your withdrawal within 14 days from the day you (or a third party indicated by you) received the last item of your order.
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Return Timing: Once you have notified us, you must send the items back to us no later than 14 days from the day of your notification.
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Refund Timing: We will issue your refund within 14 days of receiving the returned item back at our facility.
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Outbound Shipping: We will refund the full price of the product along with the cost of standard delivery. Premium shipping upgrades (such as express shipping) are non-refundable.
3. Exemptions (Non-Returnable Items)
Please note that returns and exchanges are strictly not accepted for personalized, custom-made, or made-to-order items (such as custom metal designs, personalized signs, and bespoke sizing). These items are crafted specifically for you and cannot be resold.
How to Start a Return or Exchange Request
To easily start your request, please log into your customer account and submit it directly through our official portal: 👉 https://shopify.com/66321449212/account
Alternatively, you can always send us an email at contact@brosshome.com to initiate the process.