Returns & Refunds Policy

Last updated: September 10, 2026

14-Day Money-Back Guarantee

We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, you may return the item within 14 days of receiving your order for a full refund.

  • Item must be unused, unworn, and in its original packaging with all tags and accessories attached.
  • Proof of purchase (order confirmation email) must be provided.
  • To initiate a return, please contact us at support@browb.com with your order number.
  • Return shipping costs are the responsibility of the buyer unless the return is due to our error (wrong item, defective, or damaged item).
  • Refunds will be issued to your original payment method within 5–7 business days after we receive and inspect the returned item.

EU Right of Withdrawal (14 Days)

Under EU consumer protection law, EU consumers have the right to withdraw from a purchase within 14 calendar days without giving any reason. The withdrawal period expires 14 days after the day you receive your order. To exercise this right, please notify us at support@browb.com. You may also use the Model Withdrawal Form below.

Effects of Withdrawal

  • We will reimburse you for all payments received from you (including standard delivery costs) without undue delay and no later than 14 days from the day we receive your notice of withdrawal.
  • We may withhold the refund until we have received the goods back, or you have supplied evidence of having sent the goods back, whichever is earliest.
  • You must send the goods back without undue delay and no later than 14 days after informing us of your withdrawal.
  • The direct cost of returning the goods is borne by you, except where the goods are defective, damaged, or incorrect.

The right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract.)

— To Haikou Longhua Maixialan Department Store (operating browb.com), support@browb.com:

— I hereby give notice that I withdraw from my contract of sale of the following goods / for the provision of the following service:

— Ordered on: ____________________

— Received on: ____________________

— Order number: ____________________

— Name of consumer: ____________________

— Address of consumer: ____________________

— Signature of consumer (only if this form is notified on paper): ____________________

— Date: ____________________

2-Year Legal Warranty

All products are covered by a mandatory 2-year legal guarantee of conformity under EU law (Directive (EU) 2019/771). If a product has a manufacturing defect or does not conform to the description, you are entitled to free repair or replacement within 2 years of receiving your order.

For warranty claims, please contact us at support@browb.com with your order number and photos of the defective item. For detailed warranty terms, please refer to our Warranty Policy.

Defective, Damaged, or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us immediately at support@browb.com with:

  • Your order number
  • Photos of the item (showing the defect or damage)
  • A brief description of the issue

We will arrange a free replacement or full refund (including original shipping costs) for qualifying items.

How to Initiate a Return

  1. Contact us at support@browb.com with your order number and reason for return.
  2. Our team will review your request and provide you with further instructions.
  3. Pack the item securely in its original packaging.
  4. Ship the item back to our return address. Our support team will provide the exact return address.
  5. Once we receive and inspect the item, we will process your refund within 5–7 business days.

Exchanges

We do not offer direct exchanges. If you wish to exchange an item for a different size or color, please return the original item for a refund and place a new order.

EU Online Dispute Resolution

If you have a complaint and we cannot resolve it directly, you may use the EU’s Online Dispute Resolution platform:
https://ec.europa.eu/consumers/odr/

Contact Us

For any questions about returns, refunds, or warranty claims:
Email: support@browb.com
General Contact: contact@browb.com
Phone: +86 177 7329 9058
Address: Building B25, Hake·Jinhu, Longhua District, Haikou City, Hainan Province, China