Return & Refund Policy
We understand that sometimes a purchase may not be exactly what you expected. At Brunlux, we want customers to have clear information about returning eligible products, reporting problems, and receiving refunds.
This policy explains the available return procedures, refund processing arrangements, and responsibilities associated with returning an order.
1. Return Request Window
Customers may request a return within 30 calendar days after receiving their order.
To begin, contact our customer support team within the applicable period and provide your order number, the product you wish to return, and a brief explanation of your request.
Requests will be reviewed according to the product's condition, the circumstances of the purchase, and applicable consumer protection laws.
2. Eligibility for Voluntary Returns
For an eligible return requested because of personal preference or a change of mind, products should generally meet the following conditions:
- The item is unused except for reasonable inspection.
- The product is in its original condition.
- Relevant accessories and components are included.
- Original packaging is provided where reasonably necessary for the return.
- Sufficient purchase information is available to identify the order.
Certain products may be excluded from voluntary returns where permitted by law, including qualifying personalized, perishable, or hygiene-sensitive items.
These conditions do not prevent customers from exercising mandatory rights relating to defective, damaged, or incorrectly supplied products.
3. How to Request a Return
To arrange a return, follow these steps:
Step 1: Contact Us
Send an email to service@brunlux.com with your order number and the reason for the return.
Step 2: Provide Supporting Information
If the item is damaged, faulty, or incorrect, describe the problem and provide photographs when reasonably possible.
Step 3: Receive Instructions
We will review your request and provide the next steps, including an authorized return destination when shipment is necessary.
Step 4: Prepare Your Return
Securely package the item with its relevant accessories and follow the provided shipping instructions.
Keep any shipping receipt or tracking details for your records.
Please do not send returns directly to our registered company address unless our support team has specifically authorized that destination.
4. Return Shipping Charges
Return shipping responsibility depends on the circumstances.
Change-of-Mind Returns
When an eligible product is returned for personal reasons, the customer is generally responsible for the return shipping expense unless applicable law requires otherwise.
Defective, Damaged, or Incorrect Products
If an item arrives defective, damaged, or different from what was ordered, Brunlux will cover applicable reasonable return transportation costs or provide another appropriate remedy as required by law.
Please contact our support team before arranging an expensive international return.
5. Return Inspection
Once a returned item is received at the authorized destination, its condition and relevant return details will be reviewed.
We may contact you if further information is reasonably needed to complete the assessment.
After the review, we will communicate the outcome and any applicable refund arrangements.
Where a refund or remedy is legally required, the applicable consumer protection rules will prevail over ordinary voluntary return conditions.
6. Refund Method and Timing
When a refund is approved, we normally initiate the refund within 10 business days after approval, subject to any shorter deadline required by applicable law.
Refunds are generally returned to the original payment method used during checkout unless another method is legally required.
Please understand that refund initiation and the funds appearing in your account are separate stages.
Your bank, payment service, or card issuer may require additional time to complete the transaction.
Any refund of original delivery charges will depend on the reason for the return, applicable purchase conditions, and mandatory legal requirements.
7. Restocking Fees
Brunlux does not charge a restocking fee for eligible returns.
This does not alter any return shipping responsibility described in this policy.
8. Damaged, Faulty, or Incorrect Items
If an item arrives damaged, defective, incomplete, or different from the product ordered, please contact our customer support team as soon as reasonably possible.
Include your order number, a description of the issue, and photographs where available.
Depending on the circumstances and applicable law, we may provide an appropriate solution such as:
- Replacement of the affected product.
- Repair where appropriate.
- A full or partial refund where legally applicable.
- Another remedy required under consumer protection law.
Mandatory rights for defective or misdescribed goods are not limited solely by our voluntary return request period.
9. Cancellations Before Dispatch
If you would like to cancel an order, please contact us promptly before shipment.
We will make reasonable efforts to assist with cancellation requests.
However, an order may not be cancelable once fulfillment has progressed beyond the point at which it can be stopped.
If the order has already shipped, the applicable return conditions and statutory cancellation rights will determine the available next steps.
10. Exchanges
If you would prefer an exchange rather than a refund, please contact us to discuss your request.
Exchanges depend on product availability, the reason for the request, and the condition of the original item.
When a direct exchange is unavailable, an eligible return followed by a separate purchase may be an alternative.
11. Unsuccessful Deliveries and Refused Packages
If a parcel cannot be delivered because of incorrect address information, repeated unsuccessful delivery attempts, or refusal of delivery, we will review the circumstances.
Any additional shipping expenses or refund adjustments will be handled in accordance with the original purchase terms and applicable consumer rights.
12. Consumer Rights
This policy is intended to explain our customer service procedures without restricting rights that cannot legally be excluded.
Where applicable law provides longer withdrawal periods, mandatory warranties, additional refund rights, or other consumer protections, those requirements will take precedence.
13. Return and Refund Support
If you need assistance with a return, refund, cancellation, or exchange, please contact us using the following information.
Operating Company: Wuhan Zhouxinping Trading Co., Ltd.
Unified Social Credit Code (USCC): 91420114MAKDW97L0M
Company Address: Factory Building 6-1355, No. 91 Huayuanwan 2nd Street, Daji Street, Caidian District, Wuhan, Hubei Province
Support Email: service@brunlux.com
Contact Phone: +86 14684752391
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)
Website: https://brunlux.com