Refund policy

1. Introduction

This Return and Refund Policy applies to all products purchased through the Brenraneor website. Please read this policy carefully before placing an order so that you understand the conditions, procedures, time limits, and responsibilities associated with order cancellations, returns, exchanges, and refunds.

At Brenraneor, we aim to provide a clear and straightforward shopping experience. This policy explains how to request a return or exchange, how we review requests, when return shipping costs are covered, and how refunds are processed.

This policy is intended to operate alongside any mandatory consumer rights applicable to your purchase. Nothing in this policy is intended to exclude, restrict, or override consumer rights that cannot lawfully be excluded or restricted under applicable law.

2. Order Cancellation Before Shipment

If your order has not yet been shipped, you may request to cancel it by contacting our customer service team.

Once we have reviewed your request and confirmed that the cancellation has been successfully completed, we will issue a full refund of the amount paid for the canceled order.

The refund will be returned to the original payment method used for the purchase. The time required for the funds to appear in your account may vary depending on your bank, card issuer, or payment service provider.

Please contact us as soon as possible if you wish to cancel an order, as an order may enter the shipping process while your request is being reviewed.

If your order has already been shipped, it cannot be canceled under this pre-shipment cancellation procedure. You may instead be eligible to request a return in accordance with the applicable provisions of this policy and any mandatory consumer rights.

3. Statutory Right of Withdrawal: 14-Day Returns Without Giving a Reason

Depending on the consumer protection laws applicable to a purchase, certain customers, including consumers covered by applicable European Union consumer protection legislation, may have a statutory right to withdraw from a purchase contract within 14 days of receiving the goods without providing a reason.

Where this statutory right applies, consumers may decide to withdraw from the purchase contract within the applicable 14-day withdrawal period without needing prior approval from Brenraneor.

To exercise this right, the consumer must send us a clear statement communicating the decision to withdraw from the purchase contract within the applicable 14-day period. The notice may be submitted by email or through another valid contact method.

The withdrawal notice should include the following information:

• Order number.
• Consumer's full name.
• Contact information.
• Details of the product or products to be returned.
• A clear statement expressing the consumer's intention to exercise the statutory right of withdrawal.

After notifying us of the decision to withdraw, the consumer must return the goods within 14 days of communicating that decision, where this return deadline applies under the relevant law.

Requirements for Returns Under the Statutory Right of Withdrawal

When exercising a statutory right of withdrawal, consumers should handle the goods only to the extent necessary to establish their nature, characteristics, and functioning.

The following handling and return conditions apply to the extent permitted by applicable law:

• The goods should be kept in good condition and handled only as necessary to inspect their nature, characteristics, and functioning.
• The goods should not have obvious signs of use beyond what is reasonably necessary for inspection, stains, damage caused by the consumer, or other conditions that unnecessarily affect their resale value.
• Consumers are encouraged to retain and use the original packaging when returning goods to help protect the products during transportation.
• All accessories, instruction manuals, warranty documents, labels, and other items supplied with the product should be included in the return.

If the value of the goods has diminished because they were handled beyond what is necessary to establish their nature, characteristics, and functioning, Brenraneor may make a corresponding adjustment to the refund where such an adjustment is permitted by applicable law.

Any statutory withdrawal rights and related refund obligations will be handled in accordance with the laws applicable to the relevant transaction. Return conditions under this section do not override mandatory legal protections.

4. 30-Day Return and Exchange Service

In addition to any applicable statutory 14-day right of withdrawal, Brenraneor offers a 30-day return and exchange service.

Customers may submit a return or exchange request within 30 days of receiving their products.

To request a return or exchange under this service, customers must contact us by email and provide the following information:

• Order number.
• Product information.
• Reason for the requested return or exchange.
• Necessary product photographs or supporting evidence, where applicable.

Return and exchange requests submitted under this 30-day service are subject to review and confirmation by our customer service team.

Please provide complete and accurate information when submitting your request so that we can identify your order, understand the reason for the request, and determine the appropriate next steps.

The 30-day service operates in addition to applicable statutory rights. Any review or approval requirements under this voluntary service do not eliminate or restrict consumer rights that apply independently under mandatory law.

5. Defective Products or Incorrect Orders

If you receive a furniture product with a quality issue, manufacturing defect, shipping-related damage, or an error in the item supplied, you may contact us to request an appropriate resolution.

Examples of qualifying issues include:

• Cracks in wooden furniture components.
• Manufacturing defects that affect the normal use or functionality of the product.
• Receipt of an incorrect model, color, or size.
• Damage occurring during transportation.

Depending on the circumstances and the applicable requirements, the available resolution may include:

• A full refund.
• A free replacement with the correct product.

For returns resulting from a product defect or an error on our part, Brenraneor will cover the applicable return shipping costs.

Please contact our customer service team and provide your order number, a description of the issue, and relevant photographs or other supporting information where available. This information will help us assess the issue and determine an appropriate resolution.

Where mandatory consumer protection laws provide additional or different remedies, those legal rights will apply.

6. General Return and Exchange Conditions

For returns and exchanges under our 30-day service, returned products should satisfy the following conditions:

• The products should remain in good condition.
• Products should not show obvious signs of use beyond what is reasonably necessary to inspect them.
• Products should not have stains, damage caused by the consumer, or other conditions that affect their resale condition.
• Product labels should remain intact and should not have been removed or damaged.
• All accessories, instruction manuals, warranty documents, and other items supplied with the products should be included.

Customers are encouraged to retain the original packaging and use it when returning products. If the original packaging is unavailable, customers must ensure that the products are adequately protected during transportation to reduce the risk of additional damage.

These conditions apply subject to any mandatory consumer rights under applicable law. In particular, conditions relating to product condition, packaging, and approval cannot be used to unlawfully deny a statutory remedy.

For statutory withdrawal returns, any assessment of product handling or diminished value will be made in accordance with the applicable legal requirements.

7. How to Request a Return, Refund, or Exchange

Step 1: Submit Your Request

To begin the return, refund, or exchange process, contact our customer service team by email.

Please provide the following information:

• Order number.
• Detailed product information.
• Reason for the request, such as dissatisfaction with the design, a mismatch with your home decor, a product defect, or an incorrect item received.
• Necessary photographs or other supporting evidence, where applicable.

Providing complete information helps us identify the order and process your request more efficiently.

For statutory withdrawal requests, please ensure that your notice clearly communicates your decision to withdraw and is sent within the applicable statutory withdrawal period. A statutory withdrawal notice should not be treated as dependent on discretionary approval where the law does not require such approval.

Step 2: Order and Product Review

After receiving your request, our customer service team will review the relevant information. Depending on the type of request, this review may include:

• Verifying the authenticity and details of the order.
• Checking whether the purchase or delivery date falls within the applicable return, exchange, or withdrawal period.
• Reviewing the condition of the product against the requirements applicable to the requested return.
• Assessing whether the product has an actual defect or whether an incorrect item was supplied.

After completing the review, we will notify you of the outcome by email or telephone.

For requests under our voluntary 30-day return and exchange service, our team will confirm whether the request qualifies under the service conditions. Mandatory statutory rights will be handled according to the applicable law and will not be made conditional on discretionary approval where such approval is not legally required.

Step 3: Return the Product After Instructions Are Provided

If your return request is approved where approval is required, we will provide the appropriate return address by email.

Return addresses may differ depending on the product category and the warehouse responsible for handling the return. Please do not send a product to an unconfirmed address. Contact us first so that we can provide the correct return instructions.

When preparing your return, please follow these steps:

• Use appropriate protective packaging to help prevent further damage during transportation.
• Include the relevant return or exchange information, including your order number, product details, and reason for the request.
• Use a trackable shipping method so that the return shipment can be monitored.

If a return shipping label is included with your package or supplied for your return, please use that label in accordance with the provided instructions.

If the return label has been lost, is damaged, or cannot be used, contact our customer service team for assistance.

For statutory withdrawal returns, customers should observe the applicable legal return deadline. Where a return request is subject to our voluntary service conditions, please follow the instructions provided by our customer service team.

8. Refund Inspection and Processing

After we receive a returned product, we will inspect its condition and review the return information to determine whether it meets the applicable refund requirements.

Once we confirm that the returned product qualifies for a refund, we will process the refund using the original payment method used for the purchase.

The review will take into account the reason for the return, the condition of the product, the relevant return conditions, and any mandatory legal requirements applicable to the transaction.

Where a statutory withdrawal or another mandatory legal remedy applies, refund eligibility, timing, and any permitted adjustment will be determined in accordance with applicable law.

9. Refund Methods and Processing Times

Refund Processing Time

For eligible returns, refunds are generally processed within 1–5 business days after we receive and confirm the returned product.

This period refers to the time required for Brenraneor to process the refund after the relevant inspection and confirmation have been completed.

For cancellations before shipment, the refund process follows the applicable order cancellation terms.

Where a statutory withdrawal or other mandatory legal requirement specifies a different refund deadline or procedure, the applicable legal requirement will take precedence over the general processing timeframe stated in this policy.

Refund Method

Refunds will be issued to the original payment method used when the purchase was made. This approach helps maintain a clear and traceable transaction record.

Time for Funds to Appear

The time required for refunded funds to appear in your account may vary depending on your bank, credit card issuer, or payment service provider.

Although we will process eligible refunds within the applicable timeframe, the date on which the funds become available in your account may depend on the relevant financial institution or payment provider.

If you have questions about a refund that has already been processed, you may contact your payment provider for additional information.

10. Return Shipping Costs and Fees

10.1 Returns for Customer-Related Reasons

If you request a return for personal preference or another reason not attributable to a product defect or an error on our part, the return shipping costs are generally the customer's responsibility under our 30-day return and exchange service.

Examples of customer-related return reasons include, but are not limited to:

• You do not like the product.
• The product design does not meet your expectations.
• The product does not match your home decor or interior design preferences.
• You purchased the wrong product.

We do not charge an additional return handling fee under this policy.

The allocation of return shipping costs is subject to any mandatory consumer protection requirements applicable to the transaction, including any rules governing statutory withdrawal rights.

10.2 Returns Due to Merchant Errors or Product Defects

Brenraneor will cover the applicable return shipping costs if:

• We send you the wrong product.
• The product has a manufacturing defect.
• The product is damaged during transportation.

Depending on the circumstances and the applicable requirements, we will provide an appropriate resolution, which may include:

• A full refund.
• A free replacement service.

Please contact our customer service team and provide the relevant order details and supporting information so that we can assess the issue and arrange the appropriate next steps.

10.3 Damage Caused by the Customer

If a product has been damaged because of improper use, incorrect assembly, unauthorized modification, or other damage caused by the customer, and the product can no longer be restored to a saleable condition, we may be unable to offer a refund or exchange under our voluntary return service.

Any decision regarding refund or exchange eligibility will depend on the circumstances, the applicable policy conditions, and any mandatory consumer rights under applicable law. This provision does not exclude statutory remedies that cannot legally be denied.

11. Contact Us

If you have any questions about refunds, returns, exchanges, order cancellations, or the procedures described in this policy, please contact our customer service team using the information below.

Business Name: Brenraneor

Email: support@brenraneor.com

Phone: +1 (909) 638-4721

Business Address: 1414 Citrus St #33, San Bernardino, CA 92404, United States

Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM Central Time (CT)

When contacting us, please include your order number, product information, and a brief description of your concern, if available. This will help us identify your purchase and provide more efficient assistance.

Thank you for choosing Brenraneor. We appreciate your trust and are committed to handling return, refund, and exchange requests in a clear, fair, and transparent manner.