Refund policy

Return & Refund Policy

Last updated: September 2026

At BRENWA, we want you to be satisfied with your purchase. This Return & Refund Policy explains how returns, cancellations, refunds, damaged items and exchanges are handled.

30-Day Return Policy

We offer a 30-day return period, meaning you may request a return within 30 days after receiving your order.

To be eligible for a return, the item must generally be:

In the same condition in which you received it
Unused or unworn
Complete with all accessories, manuals and parts supplied
In its original packaging where reasonably possible
Accompanied by proof of purchase

To request a return, please contact us at contact@brenwa.com.

Please do not send products back without contacting us first. If your return is accepted, we will provide you with the appropriate return address and return instructions.

Products returned without prior authorization may not be accepted.

European Union – 14-Day Right of Withdrawal

If you are a consumer located in the European Union, you generally have the legal right to withdraw from an eligible distance purchase within 14 days of receiving the goods, without having to provide a reason.

To exercise your right of withdrawal, contact us at contact@brenwa.com with a clear statement that you wish to cancel your purchase.

The 30-day return policy offered by BRENWA does not limit or replace any mandatory consumer rights provided by applicable law.

Where the statutory right of withdrawal applies, returned goods should be sent back within the legally applicable period after you notify us of your decision to withdraw.

You may inspect the goods as you would normally do in a physical shop. You may, however, be responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Return Shipping Costs

For returns made because you changed your mind, return shipping costs may be your responsibility unless otherwise required by applicable law or expressly agreed by BRENWA.

If a product arrives damaged, defective, incorrect or materially different from what was ordered, please contact us immediately. Where appropriate, BRENWA will arrange a replacement, refund or other solution without charging you additional costs for correcting the problem.

Do not return a damaged or defective item before receiving instructions from us.

Damaged, Defective or Incorrect Items

Please inspect your order as soon as possible after delivery.

If an item is:

Damaged during delivery
Defective
Missing important parts
Incorrect
Different from the product you ordered

please contact contact@brenwa.com as soon as possible.

Include your order number and, where possible, photographs or videos showing the problem. This helps us investigate and resolve the issue more quickly.

Exceptions / Non-Returnable Items

Certain products may not be eligible for return where permitted by applicable law, including, for example:

Personalized or custom-made products
Perishable goods
Products that cannot be returned for health or hygiene reasons once sealed packaging has been opened
Certain personal-care or cosmetic items once opened
Digital products or services where performance has begun with the customer's prior consent, where applicable
Gift cards
Products that have been damaged through misuse, improper handling or unauthorized modification

If you are unsure whether your product can be returned, contact us at contact@brenwa.com before sending anything back.

Nothing in this section removes any rights you may have in relation to faulty or non-conforming goods.

Exchanges

The fastest way to obtain a different product, size, colour or version is normally to request a return of the original eligible item and place a new order once the return has been approved.

If your item arrived defective or incorrect, contact us first so that we can determine the most appropriate solution.

Cancellations

If you wish to cancel an order, contact us as soon as possible at contact@brenwa.com.

Orders that have not yet been processed or shipped may be cancelled where possible.

Once an order has already been processed or dispatched, cancellation may no longer be possible and the order may instead need to be handled as a return after delivery.

This does not affect any statutory cancellation or withdrawal rights available to consumers.

Refunds

Once we receive and inspect an eligible return, we will notify you whether the refund has been approved.

Approved refunds will normally be issued to the original payment method.

Where EU statutory withdrawal rights apply, refunds will be processed in accordance with the legally applicable deadlines. We may be entitled to wait until the goods have been returned or you provide evidence that they have been sent back.

Where required by law, the standard delivery cost paid for the original order will also be refunded. Additional costs resulting from choosing a more expensive delivery method than the standard option may not be refundable.

After BRENWA issues a refund, your bank, card provider or payment service may require additional processing time before the funds appear in your account.

Late or Missing Refunds

If we have confirmed that a refund was issued but you have not yet received it:

Check your bank or payment account again.
Contact your card issuer or payment provider, as processing times can vary.
If the refund is still missing, contact us at contact@brenwa.com.

Refused or Undeliverable Packages

If an order is returned because the customer refused delivery, provided an incorrect or incomplete address, or failed to collect the package, additional shipping or handling costs may apply where permitted by law.

Any refund will be assessed according to the circumstances of the order and applicable consumer law.

Contact Us

For questions about returns, refunds, cancellations or damaged products, contact:

BRENWA
Email: contact@brenwa.com
Website: brenwa.com

Please include your order number when contacting us so that we can assist you more quickly.