Return & Refund Policy

Returns · Refunds · Customer Care

Return & Refund Policy

Brookhavenx™ aims to provide a clear and fair process for customers who need to return an item or request a refund. This policy explains how to contact us, what information to provide, how returns may be reviewed, and how approved refunds are handled.

1. Return Eligibility

Return eligibility depends on the product, its condition, the reason for the return, the applicable order terms, and any mandatory consumer rights. Please review the product listing and applicable terms before purchasing.

If a specific return period is displayed on the website or otherwise confirmed for your purchase, please follow that period, subject to any longer or otherwise mandatory rights under applicable law.

2. Condition of Returned Items

Where a return is permitted, the item should generally be returned in a condition consistent with the applicable return requirements. Depending on the product, these requirements may include:

The item has not been used, altered, damaged, or modified beyond what is reasonably necessary to inspect it.
Original packaging, accessories, components, labels, and documentation are included where applicable.
The item is packaged securely to reduce the risk of damage during return shipping.
Sufficient order information or proof of purchase is provided to identify the transaction.

Condition requirements will be applied in accordance with applicable law and will not remove any mandatory rights relating to defective, damaged, or incorrectly supplied products.

3. Items That May Be Excluded

Some products may be ineligible for return where legally permitted. Depending on the item and the terms disclosed at purchase, exclusions may apply to personalized or customized products, clearly identified final-sale items, or products that cannot be returned for hygiene or safety reasons after opening or use.

Any exclusion is subject to applicable consumer protection laws. Nothing in this policy is intended to waive a statutory right that cannot legally be excluded.

4. How to Request a Return

Contact customer support before sending an item back. Please provide your order number, the product concerned, and a brief explanation of the reason for the return. If the item is damaged, defective, or incorrect, include clear photographs where relevant.

We will review the request and provide the next steps if the return is eligible. Please wait for return instructions before shipping the item. The company's business address listed on this page is not automatically an authorized return address.

5. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return, the terms applicable to the purchase, and applicable law. For a change-of-mind return, the customer may be responsible for return shipping costs where this has been properly disclosed and is legally permitted.

If an item is confirmed to be defective, damaged on arrival, or incorrectly supplied, contact customer support before arranging return shipping. We will explain the appropriate procedure and any shipping arrangements that apply under the circumstances and applicable law.

Where possible, use a shipping method that provides tracking and retain the shipment receipt until the return has been resolved.

6. Return Inspection and Approval

After receiving a returned item, we may review its condition, completeness, and order details. The outcome depends on the return reason, the item's condition, and the applicable policy and law.

If a return cannot be approved under the applicable requirements, we will explain the reason and the available options where appropriate. Mandatory consumer rights remain unaffected.

7. Refund Processing

Once a return is approved, any applicable refund will generally be submitted to the original payment method where possible. The time required to review the return and submit a refund depends on the circumstances, the payment method, and the applicable requirements.

After a refund is submitted, the card issuer, bank, or payment provider may need additional time to post the funds. Brookhavenx™ cannot control the processing schedule of an independent financial institution.

8. Shipping Charges, Discounts, and Partial Returns

The treatment of original shipping charges, taxes, discounts, and other adjustments depends on the reason for the return, the order terms, and applicable law.

If a discount was applied to multiple items, a partial return may affect the calculation of the remaining order value or promotional eligibility where the original offer terms permit such an adjustment. Any refund calculation will respect mandatory legal requirements.

9. Exchanges

If you need a different product, size, or variation, contact customer support to ask whether an exchange is available. Exchanges depend on product availability and fulfillment arrangements. If a direct exchange cannot be arranged, we may explain whether an eligible return and a separate new order are appropriate.

10. Damaged, Defective, or Incorrect Items

If you receive an item that appears damaged, defective, or different from what you ordered, contact us as soon as reasonably possible. Include your order number, a description of the problem, and supporting photographs where available.

We will review the details and explain the appropriate resolution. Depending on the circumstances and applicable law, this may include a replacement, repair where relevant, refund, return, or another available remedy.

11. Orders That Cannot Be Delivered

If a parcel is returned to the sender because of an incorrect address, unsuccessful delivery, or another shipping issue, contact customer support. Any reshipment or refund will be reviewed in light of the carrier's information, the reason for the failed delivery, the order terms, and applicable law.