Refund policy


1. Right of Withdrawal (Returns)

Customers have the right to withdraw from their purchase within 14 calendar days without providing any reason or incurring any penalty.
  • This period begins:
    On the day after receiving the product; or
    In the case of multiple items delivered separately, on the day after receiving the last item.
  • To request a return or withdrawal, the customer must notify bru.fashion via email at info@bru.fashion within the 14-day period.

2. Exercising the Right of Withdrawal

A withdrawal request is considered valid if the customer sends the notice before the 14-day period expires.

If the customer submits the withdrawal electronically, bru.fashion will acknowledge receipt within 24 hours.

3. Refunds

When the right of withdrawal is exercised:

  • The amount paid for the order will be refunded within 14 calendar days from the moment bru.fashion is informed of the decision, unless conditions in section 4 apply.
  • Refunds are issued using the same payment method used in the original transaction, except:
    • Multibanco and MB WAY, which are refunded via bank transfer.

Refunds may be withheld until:

  • The returned product is received, or
  • The customer provides proof that the item has been shipped back.
 

4. Return Conditions

Customers must return the product within 14 calendar days after informing bru.fashion of their decision.

All returns must include:

  • The original invoice
  • The original product packaging
  • The product in the same condition it was received (fit for resale)

Products that show improper use, damage, missing components, or are not in resalable condition may not be eligible for a refund.

Return shipping costs are borne by the customer. 

5. Situations Where Refunds May Not Apply

Refunds may be denied or restricted in cases where:
  • The item shows signs of misuse, negligence, impact damage, unauthorized repairs, or normal wear and tear.
  • The product was sold with a known manufacturing defect explicitly indicated at the time of purchase.
  • In this situation, it cannot be refunded as a defective item, but the customer still retains the 14-day return right (shipping costs borne by the customer).

6. Defective or Non-Conforming Products

If a product is found to be defective:
  • bru.fashion will inspect the item to determine the type of defect.
  • If confirmed as a genuine product defect, bru.fashion will:
    • Replace the item at no cost to the customer
    • Arrange collection and reshipment, fully covering all shipping fees

If the defect results from customer misuse, the customer will be contacted to confirm whether they want the product returned, with shipping costs at their expense.

7. Cancellation by bru.fashion

bru.fashion may cancel an order and issue a refund when:
  • There is non-payment
  • A system error, technical malfunction, or corrupted data prevents order processing
  • The product becomes unavailable after purchase (refund issued within 3 days) 

8. How to Request a Refund

Refund or withdrawal requests must be sent to:

info@bru.fashion

Include:

  • Order number
  • Product details
  • Reason for return (optional)