Return & Refund Policy

1. Return Period

This Return & Refund Policy applies to orders placed through brakenso.com. In addition to any mandatory statutory rights that may apply, we offer a voluntary return period of up to 30 days from the date you receive your order.

To request a return under our voluntary 30-day return policy, please contact us at contact@brakenso.com and provide your order number, the email address used at checkout, and a brief explanation of the return reason. Requests submitted more than 30 days after delivery will generally not be accepted unless otherwise required by applicable law.

2. European Union Right of Withdrawal

Customers located in the European Union who make an eligible distance purchase may have a statutory right to withdraw from the purchase within 14 days after receiving the goods, without providing a reason.

To exercise this right, you must send us a clear statement of your decision to withdraw before the applicable 14-day withdrawal period expires. You may submit your withdrawal request by contacting us at contact@brakenso.com. After notifying us of your withdrawal, the goods should be sent back without undue delay and within the period required by applicable law.

Where the statutory right of withdrawal applies, we will reimburse payments covered by that right, including the cost of our least expensive standard delivery method offered for the order. If you selected a more expensive or expedited delivery method, any additional amount above the standard delivery cost does not have to be reimbursed where permitted by applicable law.

We may withhold reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first, unless applicable law requires otherwise.

You are generally responsible for the direct cost of returning goods under the statutory right of withdrawal where you were informed of this responsibility before purchase, unless we agree to cover the return cost or applicable law requires us to do so.

Certain products may be excluded from the statutory right of withdrawal where permitted by applicable law, including goods made to the customer's specifications or clearly personalized, certain sealed goods that are not suitable for return for health protection or hygiene reasons after being unsealed, and other products specifically excluded by applicable consumer law.

Our voluntary 30-day return policy does not limit or replace any statutory consumer rights available to you under applicable law.

3. Return Conditions

For returns made under our voluntary 30-day return policy, products should generally remain clean, complete, undamaged, unused beyond reasonable inspection, and in a condition suitable for resale. Original packaging, accessories, manuals, labels, gifts, and included parts should also be returned where applicable.

Items returned under the voluntary return policy should not show signs of misuse, excessive handling, alteration, washing, strong odors, stains, avoidable damage, or missing components. We may refuse a voluntary return or reduce the refund amount if these conditions are not met, subject to applicable law.

Where an EU statutory right of withdrawal applies, you may handle and inspect the goods to the extent reasonably necessary to establish their nature, characteristics, and functioning, similar to the inspection normally permitted in a physical store. Exercising this reasonable inspection does not by itself remove your statutory right of withdrawal.

If the goods have been handled beyond what is reasonably necessary to establish their nature, characteristics, and functioning, you may be responsible for any resulting reduction in value where permitted by applicable law.

Nothing in these voluntary return conditions limits statutory rights that apply to customers in their jurisdiction.

4. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, incorrect, or incomplete product, please contact us within 48 hours after delivery at contact@brakenso.com. Please provide your order number, clear photos of the product, photos of the package, photos of the shipping label or waybill, and a short description of the issue.

This information helps us review the case, verify the condition of the shipment, and provide an appropriate solution. The 48-hour reporting request is intended to help us investigate shipping or fulfillment issues efficiently and does not limit any mandatory statutory rights relating to defective or non-conforming goods.

5. Return Process

To start a return, please contact us at contact@brakenso.com before sending anything back. After reviewing your request, we will provide the applicable return instructions and return address.

For voluntary returns, customers should not send items back without first contacting us, because unauthorized returns may be delayed or may not be processed correctly. This requirement does not prevent an eligible consumer from exercising a statutory right of withdrawal by providing a clear withdrawal notice within the applicable legal period.

Please pack returned products securely and retain proof of return shipment. We recommend using a trackable shipping service so that the return can be verified if a delivery issue occurs.

6. Return Shipping Costs

For voluntary returns made under our 30-day return policy for customer reasons, including change of mind, wrong size or color selected, personal preference, duplicate order, or other similar reasons, the customer is generally responsible for return shipping costs.

For an eligible EU statutory withdrawal, the customer is generally responsible for the direct cost of returning the goods where this responsibility was disclosed before purchase, unless we have agreed to cover that cost or applicable law provides otherwise.

If the return results from our error, including an incorrect item, confirmed product defect, missing item, or verified transit damage, we will provide an appropriate solution. Depending on the circumstances, this may include a replacement, refund, return label, or reimbursement of reasonable return shipping costs.

7. Refunds and Payment Method

For voluntary returns, once we receive and inspect the returned item, we will notify you whether the refund has been approved. Approved refunds will be issued to the original payment method used at checkout.

Where an EU statutory right of withdrawal applies, reimbursement will be handled within the period required by applicable law. We may withhold reimbursement until the returned goods are received or until you provide evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.

For an eligible statutory withdrawal, the refundable amount includes the applicable purchase price and the cost of our least expensive standard outbound delivery method. Additional charges resulting from choosing a more expensive delivery method than the standard option are generally not refundable where permitted by law.

After a refund has been issued, the time required for the funds to appear in your account may depend on Stripe, PayPal, your bank, card issuer, or other payment provider. Funds will generally appear in the original payment account within 7 business days after processing, although payment-provider processing times may vary.

8. Order Changes & Cancellations

If you need to change or cancel an order, please contact us as soon as possible at contact@brakenso.com. Orders that have not entered fulfillment or been shipped may be eligible for cancellation. Once an order has been shipped, it can no longer be canceled and must instead be handled through the applicable return process.

9. Order Records and Dispute Support

To support order handling, return review, refunds, and payment dispute resolution, we may retain relevant order records, payment confirmation records, shipping and tracking information, customer communications, return request details, inspection results, and refund records where reasonably necessary.

These records may be used to verify order fulfillment, delivery status, return eligibility, refund status, or payment disputes involving Stripe, PayPal, banks, card networks, or other payment service providers. If you have questions about a return, refund, damaged item, or payment dispute, please contact us at contact@brakenso.com.