Refund policy

Return, Refund & Shipping Policy

Last Updated: July 2026

We partner directly with global manufacturers and specialized distribution centers to deliver products straight to your door. Cutting out middlemen allows us to offer unique products at competitive prices, but it also means our logistics operate under strict rules.

By placing an order on our store, you explicitly agree to the delivery, return, and liability terms outlined below.

1. Zero-Liability Voluntary Return Policy (All Sales Final)

Because our orders enter automated global fulfillment pipelines immediately after checkout, we do not accept voluntary returns, exchanges, store credits, or cancellations for change of mind, buyer’s remorse, ordering mistakes, or sizing errors.

  • Check Your Details: Please review product descriptions, sizing charts, colors, and your shipping address carefully before completing checkout.

  • Unauthorized Returns: Do not send packages back to the return address printed on your shipping box. Those are automated logistics hubs that do not accept public mail. Any package sent back without an official Return Merchandise Authorization (RMA) issued by our team will be automatically rejected, destroyed by the carrier, or lost—and zero refund or store credit will be granted.

2. Damaged, Defective, or Incorrect Items

If your package arrives physically broken, damaged in transit, or you received the complete wrong item, we will fix it by sending a replacement.

The Strict 48-Hour Claim Window

You must inspect your package immediately upon delivery and submit a claim to our support team within 48 hours of carrier delivery confirmation. Claims submitted after 48 hours will be declined.

Required Documentation

To submit a valid claim, email hello@briannco.com with:

  1. Your original Order Number.

  2. High-resolution photos and/or video clearly demonstrating the defect or damage.

  3. A clear photograph of the outer shipping box and the carrier tracking label showing your name and tracking number.

Resolution Protocol

Once verified by our team, we will dispatch a free replacement or replacement part. Remedies for damaged or defective items are strictly limited to replacement or repair; cash refunds are not issued for items capable of being replaced.

3. Shipping, Global Transit & Loss Rules

Shipping Estimates Are Non-Binding

Delivery timeframes shown on our site or at checkout are non-binding estimates provided by carriers. Customs inspections, international port congestion, weather events, and local postal backlogs are outside our direct control and do not constitute a breach of contract or an automatic trigger for order cancellation.

Mandatory 30-Day "In-Transit Hold Period"

International tracking numbers often pause for several days while packages transition between international airlines, export nodes, and local customs inspection centers.

  • A package is not legally considered "Lost in Transit" until thirty (30) consecutive calendar days (60 days during peak holiday seasons) have passed with zero tracking updates from the carrier.

  • You agree not to open payment disputes, chargebacks, or non-delivery claims while your order is within this mandatory transit window.

Package Theft & Carrier Delivery Confirmation

Once a shipping carrier updates your tracking status to "Delivered" (or local equivalent), the order is legally fulfilled and risk of loss transfers to you. We are not responsible or liable for packages stolen from porches, mailrooms, or doorsteps after confirmed delivery. We recommend monitoring your tracking number closely on delivery day.

Multi-Item Split Shipments

If you order multiple items, they may ship from different regional supplier facilities to speed up processing. Items may arrive in separate boxes with distinct tracking numbers on different days. Receiving one package out of a multi-item order does not mean items were left out or lost.

4. Address Accuracy, Customs & Refused Deliveries

Address Accuracy

You are solely responsible for providing a complete, accurate, and deliverable shipping address at checkout (including unit, apartment, or suite numbers). We carry zero liability for lost, delayed, or misdelivered parcels resulting from incorrect address entries.

Importer of Record & Customs Charges

For international shipments, you act as the official Importer of Record. Product prices do not include local import tariffs, Value Added Tax (VAT), Goods and Services Tax (GST), or clearance brokerage fees charged by your destination country. All such charges are your sole responsibility.

Refused or Unclaimed Shipments

If a package is returned to a distribution hub because you provided an incorrect address, refused to pay local customs duties, or failed to pick it up from a local post office:

  • The transaction is not treated as a return.

  • Any return freight costs, carrier holding charges, or customs fees will be deducted from any potential partial credit.

  • Abandoned or destroyed packages carry zero refund eligibility.

5. Direct Resolution & Chargeback Protection

We take pride in fair customer service and are always here to resolve legitimate order issues. You agree to contact our care team directly to seek an amicable solution before initiating a chargeback or dispute with your bank, card issuer, or payment provider (e.g., PayPal, Klarna).

Filing an unauthorized chargeback for a package actively moving within standard transit windows, an uncollected shipment, or an unauthorized return violates these terms. In response to unauthorized chargebacks, we will submit your order timestamp, IP address, carrier tracking logs, and signed consent to defeat the dispute.

Contact Us

If you have a tracking question or need to report a damaged item within 48 hours of delivery, reach out to our support team at hello@briannco.com. We're happy to help!