Return, Refund & Exchange Policy

At Brenvila, your satisfaction matters to us. We want you to feel confident when shopping with us. If your order arrives damaged, defective, or is not what you expected, our customer service team is here to help.

This Return, Refund & Exchange Policy explains how to request a return, exchange, cancellation, or refund. Please read the following information carefully before submitting a request.

1. Order Cancellation

If you wish to cancel your order, please contact us as soon as possible.

• Before shipment: We will make reasonable efforts to cancel your order if your cancellation request is received before the order has been dispatched.

• After shipment: Once an order has been dispatched, cancellation may no longer be possible. You may be able to request a return after delivery, subject to this policy and applicable consumer protection laws.

• Refunds for cancelled orders: If your cancellation is approved and payment has already been collected, we will arrange a refund to your original payment method.

Please note that cancellation requests cannot be guaranteed once an order has entered the fulfilment or shipping process. Nothing in this section limits any cancellation rights you may have under applicable law.

2. Return Request Period

If you would like to return an item, please contact our customer service team within 14 days of delivery to initiate a return request.

If your item arrives damaged, defective, incorrect, or materially different from its description, please contact us as soon as reasonably possible, preferably within 48 hours of delivery, and include supporting photographs where possible.

The 48-hour notification period is a request to help us investigate and resolve issues promptly. It does not limit any statutory rights or remedies available to you.

For eligible change-of-mind returns, the item must meet the applicable return conditions described below, subject to any mandatory consumer rights in your country or region.

3. How to Request a Return or Exchange

To request a return, refund, or exchange, please contact us using the customer service details provided at the end of this policy.

Please include the following information:

• Your order number

• The email address used to place your order

• The item you wish to return or exchange

• The reason for your request

• Clear photographs of the product and packaging, if the item is damaged, defective, or incorrect

Our customer service team will review your request and provide the applicable return instructions and return address.

Please do not send items back before receiving return instructions from our team. This helps ensure that your return can be identified and processed correctly.

4. Return Eligibility and Condition of Items

For change-of-mind returns, eligible items should generally meet the following conditions:

1. The item is unused, unwashed, and unaltered.

2. Original tags and labels remain attached, where applicable.

3. The item includes its original packaging and accessories, where reasonably possible.

4. The item is returned in a condition suitable for inspection.

Certain products may be subject to additional return restrictions for hygiene, safety, customization, or other legitimate reasons. Any applicable restrictions will be communicated on the relevant product page or at the time of purchase.

Examples may include personalized or custom-made products, certain intimate or hygiene-sensitive goods, and products specifically identified as non-returnable where legally permitted.

Important: These conditions and exclusions do not apply where they would unlawfully restrict your statutory rights. Faulty, damaged, incorrect, or misdescribed products will be handled in accordance with applicable consumer protection laws.

5. Return and Exchange Process

Returns

To return an eligible item, please follow these steps:

1. Contact our customer service team and provide your order details.

2. Explain the reason for your return and attach photographs if relevant.

3. Wait for our team to review your request and provide return instructions.

4. Package the item securely and send it to the return address provided.

5. Keep your shipping receipt and tracking number until your return has been completed.

Once we receive the returned item, we will inspect it where appropriate and notify you of the outcome.

If your return is approved, we will process the applicable refund in accordance with this policy and the laws governing your purchase.

Exchanges

If you would like to exchange an item for a different size, colour, or product, please contact our customer service team.

Exchanges are subject to product availability and applicable consumer rights. If the requested replacement is unavailable, we will contact you to discuss available alternatives or any refund to which you are entitled.

In some cases, we may recommend returning the original item and placing a new order.

6. Refund Processing Time and Method

Approved refunds will generally be issued to the original payment method unless otherwise required by law or agreed with you.

We aim to process approved refunds within 3 business days after the returned item has been received and assessed, where applicable.

After the refund has been issued, the time it takes for the funds to appear in your account depends on your payment provider, bank, or card issuer.

Please note that processing times may vary. We will provide assistance if you have questions about the status of your refund.

Where applicable consumer protection laws require a refund to be issued within a specific period, those legal requirements will take precedence over the general processing estimates stated above.

7. Return Shipping Costs and Fees

For eligible change-of-mind returns, customers are generally responsible for the return shipping costs, provided this responsibility was properly disclosed before purchase and is permitted by applicable law.

For items that arrive faulty, damaged, incorrect, or not as described, we will handle return shipping costs and other remedies in accordance with applicable law and the circumstances of the case.

For international returns, please follow the shipping and customs instructions provided by our customer service team. Any applicable customs declarations must be completed accurately.

We recommend using a tracked shipping service and keeping your proof of postage until your return has been resolved.

We cannot accept cash-on-delivery returns or parcels requiring us to pay unapproved shipping charges.

8. Non-Returnable Items

Certain items may not be eligible for change-of-mind returns where permitted by applicable law. These may include:

• Personalized or custom-made products

• Sealed goods unsuitable for return for health protection or hygiene reasons once unsealed, where the applicable legal conditions are met

• Other products expressly identified as non-returnable before purchase, where legally permitted

This list is not intended to exclude any return, cancellation, refund, or remedy required by law.

If you receive a faulty, damaged, incorrect, or misdescribed item, please contact us so we can assess the appropriate solution.

9. Incorrect, Damaged, or Missing Items

If your order arrives damaged, contains an incorrect product, or appears to be missing an item, please contact us with your order number and any relevant photographs.

We will investigate the issue and work with you to determine an appropriate resolution, which may include a replacement, refund, or another remedy available under applicable law.

If your parcel is marked as delivered but you have not received it, please contact us so we can help investigate the delivery status.

10. Contact Us

If you have any questions about returns, exchanges, cancellations, or refunds, please contact our customer service team.

Brand: Brenvila

Operating Company: BREDA BEST LIMITED

Company Address: UNIT 1670, 2/F, 138 UNIVERSITY STREET, BELFAST, NORTHERN IRELAND, BT7 1HH

Support Email: service@brenvila.com

Contact Phone: +44 7460 989518

Business Hours: Monday to Friday, 9:00 AM–5:00 PM

We appreciate your trust in Brenvila and are committed to providing helpful customer service throughout your shopping experience.

Thank you for shopping with Brenvila.

The Brenvila Team