Our policy lasts 30 days. If 30 days have passed since you received your product, this policy is no longer valid. The day the tracking company marks the "delivered" order is the day we count as the first day in the 30 days.
Keep in mind:
1. We may require that you send pictures / proof of damaged / defective goods. Please kindly cooperate with us and provide us with the necessary information so that we can help you quickly and do not inconvenience you.
2. If the shipping address is wrong or incomplete and the package ends up being destroyed, we will not be able to provide a resend, replacement or refund.
NOTE ON ANGER
The less angry you are, the easier your customer service experience will be.
We do not say this condescendingly. Our customer service agents are human and find it much easier to function when the people they deal with are polite and rational.
Their job is to solve your problems and help you with your order. And they will do their best to help you.
We allow cancellation and order changes within 24 hours of placing your order.
If you request order cancellation within 24 hours, we will refund the full order amount (less a $ 5 cancellation fee). Order changes are free.
If more than 24 hours have passed since you placed your order, we cannot cancel or modify it. This is because we process and ship most orders within 24 hours of ordering.
If you receive a product that is broken, defective or is not as it should be, we will send you a replacement as soon as possible.
We may ask for some evidence to provide the defect. We do our best not to disturb you too much.
If you have ordered wrong size, we will help you get replacement.
If the size you ordered does not match the measurements in the size chart in our store, we will send you a replacement or send you a store credit.
In most cases, we do not require you to return the product you received. But we appreciate if you donate the product to your local mission or to a charity. If you were unable to use the product, we hope that someone who is not in such a financial situation can benefit from our mistake.
Please note that we will not replace a replacement.
What that means is: If you received a smaller or larger size the first time and requested a replacement, we hope you will better judge the size based on your first product and the size chart in our store.
Once we send you the first replacement (or offer you store credit) we will consider that transaction to be complete.
However, if the replacement is damaged in any way, we will send you another replacement. This time we will ask you to provide proof that the item is damaged and we may send you back to our international fulfillment center.
Shipping costs will be borne by the customer and will be reimbursed by Brochz once the item is received.
ITEM NOT RECEIVED
We promise delivery within 2-4 weeks after order is placed. If you have not received the item within 5 weeks, you have the right to request a new package be shipped to you instantly.
You also have the right to request a full refund. However, please note that before issuing a refund, we may require that you contact the local post office and contact them. This is because, in many cases, the post office marks the order as delivered (because it was delivered to the mailbox or through the front door) but the customer did not realize it was there.
Although we are quite liberal regarding replacements and store credit, we are not as liberal with refunds.
If you have received a product that does not meet your expectations, we will replace it. If you don't want a replacement, we will give you store credit. If you absolutely want a refund, your case will be evaluated on an individual basis and a decision will be made whether or not you should receive a refund.
In most cases, NO a refund will be given. But in all cases, we will solve your problem through replacement or store credit.
If you are not satisfied with your product or the service provided by Brochz, you have the right to file a complaint and resolve your problem.
WHAT HAPPENS IF YOU ARE NOT HAPPY WITH THE DECISION?
If you are not satisfied with the decision you received from the customer service agent, you have the right to appeal your decision.
You can do this by sending another email with "Escalar" in the email subject line. Your case will be reviewed by a senior customer service executive and your problem will be resolved.
If you have any questions about this refund policy, please email us at info @ brochz.sport.com and a customer service agent will assist you with 2 business days.