Política de reembolso

How to return?

To inquire about a return, customers MUST email brentwoodinterior@gmail.com stating the order number, the reason for return and which item needs to be returned - in case of multiple item orders. Attach images of the item if they will support your reasoning. If your item is damaged or faulty, see DAMAGED ITEMS. Please note, customers have up to 30 days after receiving the item(s) to return the order, otherwise the request will be automatically denied. Please note that custom made design orders cannot be returned.

What happens next?

The Customer Service Team will respond to your email within 72 hours (excluding weekends and bank holidays). If you have attached images/videos of the problem, these will be passed on to the Product Manager for review. If your return is approved by the Product Manager, you will receive an email response with a returns address. Please note, we normally do NOT provide pre-paid return labels. It is the customer´s responsibility to return their order to us and at their own expense. If a prepaid return shipping label is provided, we will deduct the shipping cost of the amount to be refunded.

Once you have received the return information, you MUST return ship the item within 7 days using TRACKED SHIPPING and provide receipt as proof of return.

When the return is received, it will be checked over by warehouse staff to ensure it is in the stated condition. If the return is correctly received, you will receive an automated email informing you of your refund. Refunds can take 5-7 working days to be processed after receipt of the returned item(s). If you have not received your refund within this period, please contact us.

I would like to return, how do I know if I am eligible?

To be considered eligible for a return, you must:

Return the item in its received condition and packaging.

Return the item with no alterations made.

Request a return within the 7 day return period.

Request a return formally via email - info@brentwood-interiors.com

Return the item within 7 days of receiving the return information.

Sale Purchases - Refund Information

If you have purchased your item in a flash sale, such as the Black Friday Sale, your refund will be submitted as store credit. You will be provided with a Gift Card code to use on your next purchase which will amount to the total of your initial purchase. We do NOT accept the return of sales items unless they are faulty or damaged, in which case customers, MUST be able to provide evidence of this.

INCORRECT, DEFECTIVE OR DAMAGED ITEM(S) RECEIVED

I have received a wrong or damaged item, what do I do?

If you have received an incorrect, defective or damaged item, you MUST contact info@brentwood-interiors.com within 48 hours of receiving the order, stating: the order number, that you have received an incorrect, defective or damaged item and attach images or videos of the item you have received. Please attach clear images or videos, and explain the problem as correctly as possible. The Customer Service Team will organize for the correct or new / replacement item to be shipped as soon as possible. The Customer Service Team will then inform you when your correct item has shipped and provide a new tracking link.

ORDER MODIFICATION AND CANCELLATION

I need to cancel OR change my order, what do I do?

If you wish to make a CHANGE to your order, you MUST contact info@brentwood-interiors.com within 24 hours of placing the order or before the order has been processed/shipped, stating the order number and the change(s) you need to make. If the change you require causes there to be an additional payment, the Customer Service Team will email you an invoice. If the change you require causes there to be an overpayment, the Customer Service Team will refund you and you will receive an automated email informing you of this.

If you wish to CANCEL your order, you MUST contact info@brentwood-interiors.com within 24 hours of placing the order, stating: the order number and that you wish to cancel. The Customer Service Team will cancel your order - considering you are within the policy and your item has not already shipped - and you will receive an automated email notifying you of the order cancellation.

IMPORT TAXES & VAT

www.brentwood-interiors.com do NOT cover the costs of import fees nor customs duties, it is the responsibility of the customer to ensure these are paid. Any orders returned to the warehouse or destroyed by customs will NOT be refunded. www.brentwood-interiors.com do not accept any responsibility for items which are not delivered due to import taxes and/or custom fees not being paid. VAT IS charged on certain items, please email us if you would like an invoice.

SHIPMENT DELAYS

Items shipped from our Asian and European warehouses are typically sent to the destination country using, ChinaPost, PostNL, DHL, and FedEx. We take every precaution to ensure your item is secure and protected during transit, however, we cannot guarantee your items are handled with the same care as we would expect. So, damages, missing parcels and both shipment and tracking delays can occur. To ensure you are protected, any orders not received after 75 working days post-shipment will be given a full refund. All customers are eligible for a refund where items are proven to be missing in transit.

PARCEL COLLECTIONS from local post offices are the responsibility of the customer. The Customer Service Team will inform you if your item is at your local post office. Please note, the date you are informed of an item due for collection is considered to be the date of delivery. If you are not able to collect your item within 48 hours of receiving notification, you risk your item being returned by the Post Office. Any instances of NON PICKUPS which are returned are NOT eligible for refund.

IF YOU HAVE A QUESTION, WHICH IS NOT ANSWERED IN OUR POLICIES, PLEASE EMAIL info@brentwood-interiors.com OUR CUSTOMER SERVICE TEAM IS AVAILABLE MONDAY-FRIDAY, 9AM-5PM. PLEASE ALLOW UP TO 48 HOURS FOR A RESPONSE TO ENQUIRIES SUBMITTED VIA EMAIL.