Not happy with your order?

We are committed to improving our service and would love to hear how we can make it better.

If you are unhappy with your order, you can return it within 30 days of receipt, provided it is unused, or send us a photo if the product is defective. We will review the photo and in most cases we can resolve the issue without the need for a refund. If a refund is necessary, we will process it on your account within 5 business days of receiving your order or confirmation from our customer service team.

Please note that this policy does not apply to hygiene products - see below for more information.

Damaged products upon arrival

Unfortunately, it is possible that your product may be damaged during transport. If you have received a damaged or faulty product, please contact us within 30 days of receiving the product. After that, the return period will unfortunately expire.

For the fastest solution, please send us an email with a photo showing the damaged part of the product. The most optimal photos are on a flat background where the label and defect are clearly visible. We will use this information to help you with your order and to prevent mistakes in the future.

In the event of defects, we always deliver a new package free of charge the first time and unfortunately we cannot process a refund. If the product is defective a second time, we will refund the full purchase price.

For questions regarding damaged products upon arrival, you can contact us via info@brekahaus.com.

1. CONTACT OUR CUSTOMER SERVICE 

Please contact us first via email  info@brekahaus.com  for the return address, as we have different distribution centers and need to determine which center your package came from.

If your return is accepted, we will inform you with instructions on how and where to send your package.

Please note that we DO NOT OFFER FREE RETURN LABELS . It is the customer's responsibility to pay for shipping costs. Shipping costs for returns are not refundable. All returns must include tracking information and be sent to the return address listed below to be eligible for a refund upon receipt at our warehouse: 

Contact Name: Zoey Wen
Address: 5th floor of Building 4, Phase 2, Niannianhong Furniture Group, Choujiang Street
City: Yiwu City
Postal Code: 322000
Province: Zhejiang
Country: China
Tel: 17313995129

Packages sent to a different address or where no delivery information (tracking number or link) is available cannot be refunded.

2. LEAVE THE DELIVERY LETTER

Pack the product as securely as possible in the original packaging and include a note with your order number. As the sender, you are responsible for the return. Therefore, always ask DHL for a tracking code when sending the package back. Once you have sent the package, contact us at info@brekahaus.com  if you would like a refund or a different size/color. 

Please note: Our headquarters are located in China. Therefore, please note that you will need to send your package to our supplier (based in Asia) if you wish to return the product.

3. SEND

Go to the nearest parcel center (post office or parcel shop) and return your package.

As soon as the product arrives at our warehouse, the size/color will be adjusted as quickly as possible or a refund will be issued.

Cancellations
To cancel an order, please contact us directly at info@brekahaus.com. If you request a cancellation within 2 hours of placing your order, we can issue a full refund without any conditions. After this period, cancellation is not possible as the order will be processed.

Shipping Costs  The customer is responsible for paying the shipping costs to return a product. These costs are non-refundable. If you receive a refund for your purchase, the shipping costs will be deducted from the refund.

How long it takes for your exchanged product to reach you depends largely on your location.

We always recommend using a trackable shipping service or shipping insurance!

Why are beauty and health products non-returnable?

At Brekahaus, ensuring the safety and well-being of our customers is our top priority. Due to the nature of these products and to maintain the strictest hygiene standards, we do not accept returns or exchanges on items classified as hygiene products once they have been shipped or used.

Examples of hygiene products that are non-returnable include (but are not limited to): lingerie, bikinis, makeup, health products, serums, oils, hair styling products, and beauty products. We follow these policies to maintain hygiene and public safety, a standard that is also followed by other beauty and health product suppliers.

Generally, products cannot be returned if any of the following conditions are met:

• The Buyer has repaired and/or modified the delivered products themselves or had a third party repair and/or modify them;
• The delivered products have been exposed to abnormal conditions or have otherwise been handled carelessly or in violation of the broker's instructions and/or handled on the packaging;
• The error is due in whole or in part to regulations that the state has issued or will issue regarding the nature of the products or the quality of the materials used;
• Hygiene products cannot be returned and refunded for safety reasons.