Refund FAQ for BRILOW LLC
- What is your return policy?
At BRILOW LLC, we have a 30-day return policy with no restocking fees. You can return most items within 30 days of delivery for a full refund. The items must be unused, in their original packaging, and in the same condition as when you received them. - How do I initiate a return?
To start a return, log into your BRILOW LLC account. Go to your order history and select the item you wish to return. Follow the prompts to generate a return label. If you can’t access your account, contact our customer service for help. - What items are non-returnable?
Safety and hygiene reasons mean we can’t take back personal items or anything that shows signs of use. Basically, if you’ve used it, we can’t take it back. We want to make sure all our customers get brand new, unused items. - How should I package my return?
Try to use the original packaging if possible. If it’s not available, use a sturdy box with enough padding. Make sure to include all original accessories, manuals, and parts. Stick the return label on the outside of the package. - How do I return a large item?
Don’t worry, we’ll arrange for pickup at no cost to you for large items like electric bikes or cycles. You can find more details in our Shipping Policy. - Will I be charged for return shipping?
We cover all return shipping costs for items that are not damaged or misused. If it was our mistake (like sending the wrong item), we’ll also cover the return shipping cost. - When will I receive my refund?
Refunds are processed within 3-5 business days after we receive your return. Depending on how you paid, it might take an additional 5-10 business days for the refund to show up in your account. - What if my item is damaged or defective?
Damaged in Transit: Contact us within 48 hours of delivery through our Support Portal, and we’ll arrange for a return and send a replacement at no additional cost.
Defective Items: Contact our customer service within the 30-day return window. We’ll provide a prepaid return label and send a replacement or process a full refund if you prefer. - What if I haven’t received my refund yet?
If you haven’t received your refund within 2 weeks of our confirmation email, check your bank account again, then contact your credit card company. It can take some time before your refund shows up in your account. If you’ve done all this and still haven’t received your refund, please contact our customer service. - What happens if the item was a gift?
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. The person who gave you the gift won’t be told about the return. - Are there any exceptions to the return policy?
Bulk Orders: For orders of 5 or more of the same item, please contact our Bulk Order Department for return instructions.
Customized Items: Items customized for you (like personalized engravings) may not be eligible for return unless they’re defective. Please contact customer service for help.
Promotional Items: If you received an item as part of a promotion or bundle, it might have different return conditions. Check the specific terms of the promotion or contact customer service. - How can I contact customer service?
For questions or concerns about returns or refunds, reach out to our customer service team:
Business Name: BRILOW LLC
Email: [email protected]
Phone: +1 (575) 493-0276
Hours: Monday to Friday, 10 AM to 7:30 PM EST
Address: 1725 BROADWAY BLVD SE ALBUQUERQUE, NM 87102, United states - Will you update this policy?
Yes, we might change this policy. If we do, we’ll post the changes here with a new date. Please check this policy from time to time. Changes won’t apply to returns that are already in progress. For more info, read our Privacy Policy and Terms and Conditions. Thank you for choosing BRILOW LLC! - Last Update” 06/12/2024