Brumatestore Customer Service Policy

At Brumatestore, we prioritize your satisfaction above all else. This Customer Service Policy outlines our commitments to you, as well as key guidelines for order management, returns, and support, ensuring a transparent and hassle-free experience throughout your shopping journey. If you have any questions not addressed here, please contact our support team at [email protected].

1. Core Service Commitment

We are dedicated to providing timely, respectful, and solution-oriented service to every customer. Our team adheres to the following principles:

  • Responsive Support: We aim to acknowledge all customer inquiries within 24 business hours (Monday–Friday, 9:00 AM–6:00 PM UTC) and provide comprehensive resolutions within 48 hours for most issues.
  • Transparency: We communicate clearly about product details, pricing, shipping timelines, and return policies to avoid misunderstandings.
  • Fairness: We handle all orders, returns, and complaints with impartiality, ensuring equitable solutions for every customer.

2. Order Processing & Modification

2.1 Order Confirmation

Immediately after you place an order, a confirmation email with your order number, item details, and total amount will be sent to your registered email address. If you do not receive this email within 1 hour, please check your spam folder or contact us to verify your order status.

2.2 Order Modification/Cancellation

We process orders quickly to ensure timely delivery, so order modifications (e.g., changing items, sizes, or shipping addresses) or cancellations must be requested within 12 hours of placing the order. To make a request, please email us with your order number and detailed changes. We cannot guarantee modifications or cancellations once the order has entered the fulfillment process (e.g., items have been picked or packed).

3. Shipping & Delivery

Shipping Issues

If your order is delayed beyond the estimated delivery date, or if the tracking information shows it has been delivered but you have not received it, please contact us within 5 days of the estimated delivery date. We will work with the shipping carrier to investigate and resolve the issue, which may include arranging a replacement or refund if the order is confirmed lost.

4. Returns & Refunds

4.1 Eligibility for Returns

We accept returns for most items within 30 days of delivery, provided the following conditions are met: Items are unused, in their original condition, and with all original packaging (e.g., tags, boxes, manuals) intact.Items are not customized (custom-engraved tumblers, etc.) unless they arrive damaged or defective.A valid order number is provided.

4.2 Return Process

  1. Email our support team at [email protected] with your order number, reason for return, and photos of the item (if damaged/defective).
  2. We will review your request and, if approved, send a return authorization (RA) number and a prepaid shipping label (for domestic returns; international customers may be responsible for return shipping costs).
  3. Package the item securely with the RA number clearly marked on the outside and ship it back to the address provided.
  4. Once we receive and inspect the returned item (usually within 3–5 business days of delivery to our warehouse), we will process your refund or exchange.

4.3 Refund Details

Refunds will be issued to the original payment method within 5–7 business days of inspection. Shipping costs are non-refundable unless the return is due to our error (e.g., wrong item shipped, defective product).

5. Defective or Damaged Items

If you receive an item that is defective (e.g., broken seal, malfunctioning cooler) or damaged during shipping, please contact us within 7 days of delivery with your order number and clear photos of the issue. We will arrange a free replacement or full refund (including original shipping costs) without requiring you to return the defective/damaged item (in most cases).

6. Privacy Protection

We respect your privacy. Any personal information you provide (e.g., name, email, shipping address) is used solely to process your order, provide customer support, and send order updates. We will never share your information with third parties for marketing purposes without your explicit consent. For more details, please refer to our Privacy Policy.

7. Feedback & Complaints

We value your input! If you have suggestions to improve our service or products, or if you are dissatisfied with your experience, please email us at [email protected]. We will review your feedback carefully and take prompt action to address your concerns. Our goal is to turn every customer’s experience into a positive one.