Return & Refund Policy
This policy explains how to request a return, how we review returned items, and how approved refunds are handled. It does not limit any mandatory consumer right that applies to your purchase.
1. Return Request Period
You may contact us to request a return within 30 calendar days after the date the order is delivered, subject to applicable law and the eligibility conditions below. The request must be sent within that period. If the law in your location gives you a longer or otherwise different mandatory right, that legal right takes priority.
2. How to Start a Return
Do not send an item back before contacting us. To begin:
- Email service@brixvano.com with your order number and the item you wish to return.
- Explain the reason for the request. For a damaged, defective, or incorrect item, describe the issue and include photographs where useful.
- Wait for our response and return instructions.
- If the return is authorized, follow the instructions provided, including the confirmed return destination and any applicable packing or tracking directions.
A parcel sent without prior contact may be delayed or may not reach the correct return destination.
3. Condition of Returned Items
Unless mandatory law provides otherwise, an item returned for a change-of-mind reason should be unused, in its original condition, and accompanied by the components, accessories, and packaging supplied with it. Please package the item securely to reduce the risk of damage in transit.
If an item has been used, damaged after delivery, altered, or returned incomplete, we may need to assess whether the requested return remains eligible. This assessment will not remove rights that cannot legally be restricted.
Some items may be excluded from voluntary change-of-mind returns where an exclusion is permitted by law and was properly disclosed before purchase. Any statutory rights relating to faulty, misdescribed, or non-conforming goods remain unaffected.
4. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incomplete, or different from what you ordered, contact us promptly at service@brixvano.com. Provide your order number, a description of the issue, and supporting photographs if available.
We will review the circumstances and explain the available remedy. Where the issue is our responsibility or the law requires it, we will cover applicable return costs or provide another legally appropriate solution.
5. Return Shipping Costs
For a voluntary return, such as a change-of-mind request, the customer is responsible for the return shipping cost unless applicable law requires otherwise or we expressly agree to cover it.
For an item that is defective, damaged on arrival, or incorrectly supplied, we will cover applicable return costs where required by law or where the issue is our responsibility. We will explain the practical arrangements when authorizing the return.
Original outbound shipping charges, customs charges, and other fees are handled in accordance with applicable law and the information disclosed at checkout.
6. Return Destination
The return destination is provided by our support team after the request has been reviewed and authorized. The company's business address shown in the Contact Us section is not automatically a returns warehouse or parcel-receiving location. Do not use it as a return address unless we expressly confirm it for your return.
7. Inspection and Refund Decision
After an authorized return is received, we may inspect the item to confirm its condition and compare it with the return request. We will communicate the outcome and any available next step. No restocking fee is charged for an approved return.
If a return is not approved, we will explain the reason and, where appropriate, discuss how the item can be returned to you. This process remains subject to mandatory consumer protections.
8. Refund Method and Timing
Approved refunds are normally issued to the original payment method unless applicable law requires another method or the original method cannot reasonably be used.
We aim to initiate an approved refund within 10 business days after refund approval. This is the period for us to initiate the refund, not a guarantee of when the funds will appear in your account. Your bank, card issuer, or payment provider may require additional processing time.
If the refund has not appeared after the relevant payment provider's processing period, contact us with your order number and refund confirmation details.
9. Exchanges
An exchange may be available where the requested replacement is in stock and the exchange can be processed. Contact us before sending the original item. If an exchange is unavailable, we will explain the return and refund options that apply.
10. Order Cancellations
If you want to cancel an order, contact us as soon as possible. We can consider cancellation requests before dispatch. Once an order has been dispatched or handed to a carrier, cancellation may no longer be possible and the return process may apply.
A cancellation is effective only when we confirm it. Where an order is cancelled after payment, any refund due will be handled under applicable law and the relevant payment-provider process.
11. Contact and Business Information
For return, refund, or cancellation assistance, contact:
Brand: Brixvano
Operating Company: Shaanxi Yueke Huanxing Trading Co., Ltd.
Unified Social Credit Code (USCC): 91611101MAK6LQJ649
Company Address: Room K1494, Unit 2, Building 6, Phase 2, Airport Economic Industrial Park, Airport New City, Xixian New Area, Shaanxi Province
Email: service@brixvano.com
Phone: +86 13942156894
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)