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RETURNS & REFUNDS

YOUR SATISFACTION
COMES FIRST.

Something not quite right? Get in touch and we’ll help with your return.

14 DAYSto request a return
A CLEAR PROCESSby contacting BRIO
A TEAMhere to help
BRIO Original Mate can
HERE TO HELP

REFUND POLICY

You have 14 days after delivery to request a return. Before sending your product back, contact us: our team will explain the next steps. Full terms are set out in our official policy.

  1. 01

    REQUEST A RETURN

    Email info@brio-mate.com within 14 days of delivery.

  2. 02

    BRIO INSTRUCTIONS

    If your return is accepted, we will send you a label and shipping instructions.

  3. 03

    SEND YOUR PARCEL

    Prepare your parcel and follow the instructions provided. Returns cannot be processed without a prior request.

  4. 04

    REFUND

    Once we have received and inspected your return, we will confirm whether your refund has been approved.

RETURN CONDITIONS

The item must be in the same condition as when you received it. Keep your receipt or proof of purchase. For orders shipped within the European Union, full details of the cooling-off period are set out in the official policy.

EU RIGHT OF WITHDRAWAL

For goods shipped within the European Union, you may request cancellation or a return within 14 days, without giving a reason, subject to the terms of our refund policy.

DAMAGE OR INCORRECT ITEMS

Check your order on delivery. If an item is faulty, damaged or incorrect, contact us immediately so that we can assess the situation and help you.

AFTER APPROVAL

If your return is approved, your refund will be issued automatically to your original payment method within 10 working days. Your bank may take a little longer to process it. If more than 15 working days have passed, contact us.

GOT A QUESTION ABOUT YOUR RETURN?

Our team will guide you before you send anything back.

CONTACT US
YOUR QUESTIONS ANSWERED

FREQUENTLY ASKED QUESTIONS

Read the full policy
How long do I have to request a return?

You have 14 days after receiving your item to request a return.

How do I request a return?

Email info@brio-mate.com. Wait for our instructions before returning your parcel: items sent without a prior request will not be accepted.

Do I have to pay return shipping costs?

If your return is accepted, we’ll explain how to send it back. Contact us before posting your parcel so we can give you the right instructions.

When will I receive my refund?

Once we’ve received and inspected your return, we’ll confirm whether your refund has been approved. If approved, it will be issued to your original payment method within 10 working days. Your bank may take a little longer to process it.

Can I exchange an item?

Our policy covers returns and refunds. If you would like an exchange, contact us so that we can review your situation.

What if my product arrives damaged?

Check your order as soon as it arrives and contact us immediately if the product is faulty, damaged or incorrect.

Can I return a Discovery Set?

Contact us within 14 days of delivery. We will review your request under the terms of the official policy, including the condition of the items and proof of purchase.

How can I check on my refund?

Approved refunds are issued to your original payment method. If more than 15 working days have passed since approval, email info@brio-mate.com.