Warranty Policy

Last updated: September 10, 2026

1. Legal Guarantee of Conformity (Statutory Warranty)

All goods sold through our website to consumers in the European Union are covered by a mandatory 2-year legal guarantee of conformity under Directive (EU) 2019/771 and applicable national consumer laws. This guarantee starts from the date you receive physical possession of the goods.

1.1 Presumption of Non-Conformity

If a lack of conformity becomes apparent within the first 12 months after delivery, it shall be presumed to have existed at the time of delivery, unless we can provide evidence proving otherwise. This presumption period may be longer under the national law of certain EU Member States.

1.2 Remedies Available

In the event of a lack of conformity, you are entitled to the following remedies free of charge (including labor, materials, and shipping costs):

  • Repair — free-of-charge repair of the defective goods;
  • Replacement — reshipment of defect-free goods or spare parts;
  • Proportional price reduction — an appropriate partial refund;
  • Full refund — rescission of the contract and full reimbursement of the purchase price.

You may initially choose between repair and replacement. We may refuse your chosen remedy only if it is impossible or would impose disproportionate costs compared to the alternative.

If repair or replacement is impossible, unsuccessful, or not completed within a reasonable timeframe without major inconvenience to you, you are entitled to a proportional price reduction or full refund.

Where repair or replacement requires the return or pickup of defective goods, such return or collection shall be arranged and borne at our expense. If you opt for repair, the legal guarantee period for the repaired item shall be extended by an additional 12 months.

1.3 Harmonised EU Legal Guarantee Notice

In accordance with Commission Implementing Regulation (EU) 2025/1960, a harmonised notice on the legal guarantee of conformity is displayed prominently on our website before you complete your purchase. This EU-standard template reminds you of your statutory rights, including the minimum 2-year guarantee period and remedies for non-conforming goods.

1.4 Statutory Rights Under National Law

The legal guarantee period may be longer than two years under the national legislation of some EU Member States. The harmonised notice includes a QR-code linking to the European Consumer Portal for country-specific information about consumer rights.

2. Commercial Guarantee of Durability (GARAN Label)

At present, we do not offer any commercial durability guarantee meeting the criteria for the GARAN label. If a producer offers a commercial guarantee of durability in the future, corresponding product pages will be marked accordingly pursuant to Commission Implementing Regulation (EU) 2025/1960.

3. Exclusions from the Legal Guarantee

The statutory legal guarantee of conformity does not cover:

  • Normal wear and tear occurring during ordinary household or intended use of the goods;
  • Damage caused by misuse, accident, improper assembly, self-modification, or alteration performed without our authorisation;
  • Damage caused by unsuitable storage or operating environmental conditions;
  • Damage caused by transport, lifting, or installation services arranged by the buyer;
  • Natural conditions or variations inherent to the material of the goods (e.g., natural wood grain or leather markings) that fall within standard industry tolerances;
  • Consumable parts that require regular replacement during normal use.

The above exclusions shall not apply if the defect originates from a lack of conformity existing at the time of delivery or results from our acts or omissions.

4. Warranty Claim Procedure

4.1 How to Submit a Claim

All warranty-related complaints and claims must be submitted directly to us by email at support@browb.com.

When submitting a warranty claim, please provide:

  • Your full order number;
  • A clear description of the non-conformity;
  • Photographic or video evidence documenting the alleged defect;
  • Any further information helping us assess your claim.

4.2 Assessment and Processing

Claims will be assessed and processed within a reasonable period upon receipt of complete supporting documentation. We will inform you of the outcome and the applicable remedy without undue delay.

4.3 Notification

We encourage you to notify us of any lack of conformity within a reasonable time (ideally within 2 months) of discovering it to facilitate prompt and efficient resolution of your claim.

5. EU Authorised Representative

Our EU Authorised Representative (Synertrade FR SAS) serves exclusively for regulatory communication with EU governmental authorities under the General Product Safety Regulation (GPSR) and the General Data Protection Regulation (GDPR). The EU Authorised Representative will not accept or handle consumer-level after-sales, complaint, or warranty-related requests. All such consumer requests must be directed to us at support@browb.com. Full contact details of our EU Authorised Representative are provided in our Imprint.

6. Out-of-Court Dispute Resolution

If you are not satisfied with our handling of your warranty claim, you may turn to the European Consumer Centre (ECC) of your country of residence for guidance and mediation. You may also use the European Commission’s Online Dispute Resolution platform.

7. Governing Law

This warranty policy shall be subject to the mandatory consumer-protection laws of the EU Member State in which the consumer is resident. Non-mandatory contractual matters are governed by the law of the seller’s place of business, without prejudice to applicable mandatory local consumer-protection provisions.

8. Contact

For all warranty-related inquiries, please contact us:
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