Refund & Return Policy

FAULTY ITEM DELIVERED

Providing customers with quality products is what we strive for, so if by any means you received a faulty product you should contact us so we can fix it!

To be applicable for a refund or replacement you must:

  • Send an email to Contact@brainkies.com with the issue as soon as you receive the item (14-day window since delivery)
  • Take pictures of the product and the box you received, and please make sure the damage is visible
  • Send us the pictures together with your order number

If you comply with this, we will send you a free replacement or issue you a refund. You don’t need to carry out the expense and spend time to send us back the product.

PRODUCT NOT DELIVERED

If 30 business days have passed and you haven’t yet received your purchase, please contact us ASAP so we can look into your order to see what is going on.

Once we verify that there is an issue with your order, we will send you a free replacement or refund, please note that the following applies:

  • Refunds are made after 30 business days have passed since your order shipping date and there was no delivery.
  • We are not responsible for incorrect shipping information provided by you upon purchase.
  • If the item has been sent back to the origin because the customer did not pick up the item from the carrier refunds do not apply.

DAMAGED WHILE USING 

We are not responsible for any damage caused to the product due to incorrect use.

I CHANGED MY MIND

  • We accept cancellation requests that are sent to us within the first 12 hours of the order being placed, if the order has not been sent yet...

The products also have a 30-day replacement and return right upon receipt of the product. Returns must be notified in writing. You can contact us here. The returned product must be unused, in its original packaging and in the same conditions as received. The cost of the return is paid by the customer.

To return an item:

  • Contact us through our contact form and include your order number in the application.
  • We will confirm your application within 72 hours and reply you with a returning address.
  • We will refund your returned order within 14 days. (If you paid for shipping when you made a purchase, shipping costs will be also refunded)

To complete your return, we require a tracking number of the returned goods. If you wish to start a return process, please email us at Contact@brainkies.com.

If the product delivered to you is faulty or damaged on delivery, please refer to the step 1 FAULTY ITEM DELIVERED and act accordingly.