Return & Exchange Policy
Thank you for choosing BrisanoLiving ("we," "us," or "our").
To help you better understand our after-sales procedures, this Return & Exchange Policy explains the rules regarding returns, exchanges, refunds, and related responsibilities. By submitting a return or exchange request, you acknowledge that you have read and understood the terms outlined below.
Return and Exchange Eligibility Period
We accept eligible return and exchange requests.
The return or exchange period begins on the date the product is delivered and received.
Return & Exchange Window: 30 Days
Requests submitted after the applicable return period may not be eligible for review or approval.
Eligible Reasons for Returns or Exchanges
You may request a return or exchange if any of the following situations occur after receiving your order:
Product Appearance Issues
Including but not limited to:
Visible damage;
Scratches;
Missing parts;
Damaged packaging;
Other defects affecting normal use or product condition.
Product Quality Issues
Including functional defects, structural problems, or other quality-related issues that affect normal use.
Noticeable Odor or Significant Color Difference
If the product has an unusual odor or exhibits a significant color discrepancy compared to the product presentation and such discrepancy affects normal use.
Incorrect or Incomplete Order
Including but not limited to:
Incorrect model or specification;
Wrong item shipped;
Missing items;
Products that do not match the order confirmation.
Return or Exchange Without Reason
Customers may request a return or exchange without providing a reason, provided that the product remains in good condition and meets the requirements outlined in this policy.
Return Procedure
If you wish to return a product, please follow the steps below:
Step 1: Submit a Return Request
Please contact us via customer service phone or email and provide:
Order number;
Proof of payment;
Explanation of the return reason;
Photos or videos showing the issue, if applicable.
Step 2: Request Review
After receiving your request, we will review the submitted information.
If approved, we will contact you using the contact information provided and supply the return instructions and return address.
Step 3: Return the Product
Please send the product to the designated return address provided by our customer service team.
We recommend retaining the shipping receipt and tracking information for future reference.
Step 4: Product Inspection
Upon receipt of the returned product, we will verify whether the actual condition matches the information provided in the request.
If the return is approved after inspection, the refund process will be initiated.
For detailed refund information, please refer to our Refund Policy.
Exchange Procedure
If you would like to exchange a product, please follow the steps below:
Step 1: Submit an Exchange Request
Please contact us via customer service phone or email and provide:
Order number;
Proof of payment;
Reason for the exchange;
Relevant photos or videos, if applicable.
Step 2: Request Review
Our customer service team will review the submitted information.
Once the review is completed, we will notify you of the outcome and provide the appropriate return instructions.
Step 3: Return the Product
Please return the product to the designated address and wait for it to be received and inspected.
Step 4: Exchange Confirmation
After receiving the returned product, we will inspect it based on the submitted request.
If the exchange is approved, the replacement item will generally be shipped within 1–3 business days.
For shipping times and logistics information, please refer to our Shipping Policy.
Refund Information
For approved refund requests, refunds will be issued through the original payment method used for the purchase.
Refund Method
Refunds will be returned to the original payment account, including but not limited to:
Visa
MasterCard
Estimated Processing Time
Once the refund has been submitted, processing times may vary depending on the financial institution or payment provider.
Under normal circumstances, refunds are expected to be credited within 3–5 business days.
If you have not received the refund after the expected timeframe, please contact us for assistance.
Return Shipping Costs
Responsibility for return shipping costs depends on the reason for the return or exchange.
Costs Covered by Us
We will cover reasonable return or exchange shipping costs when the request is due to:
Product damage or appearance defects;
Product quality issues;
Unusual odor;
Significant color discrepancies;
Incorrect, missing, or mismatched products.
Costs Covered by the Customer
If the return or exchange is requested without any product defect or error on our part, the customer is responsible for all return shipping and related transportation costs.
Responsibility Statement
To ensure efficient processing, please provide complete, accurate, and truthful information when submitting a return or exchange request.
Processing may be delayed if:
Products are returned without prior authorization;
Returned packages cannot be matched to a valid order;
Required documentation or supporting information is missing.