Return & Refund Policy

At Brelvona, we aim to provide a clear and straightforward return and refund process.

We accept eligible return requests within 30 days of delivery. This policy explains the conditions for returning products, requesting refunds, and resolving issues with damaged, defective, or incorrect items.

1. Return Eligibility

Customers may request a return within 30 days of receiving their order.

To qualify for a return, the following conditions generally apply:

• The return request must be submitted within 30 days of delivery.

• The product must be unused and in its original condition.

• Original packaging, tags, and included accessories should be retained where applicable.

• Proof of purchase or a valid order number must be provided.

Products showing signs of excessive use, damage caused by improper handling, or missing essential components may not qualify for a change-of-mind return.

These conditions do not affect mandatory consumer rights relating to defective, damaged, or incorrectly supplied products.

2. How to Request a Return

To request a return, please contact our customer support team at:

[email protected]

Please include the following information:

• Your order number.

• The email address used during checkout.

• The product you wish to return.

• A brief explanation of your return request.

• Relevant photographs, if applicable.

Our customer support team will review the information and provide the appropriate return instructions.

Please contact us before sending any products back.

Products should be returned according to the instructions provided by our support team.

3. Damaged, Defective, or Incorrect Products

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible.

To help us review the issue, please provide your order number, a description of the problem, and photographs of the affected product and packaging where available.

We will review the circumstances and provide an appropriate resolution.

Depending on the situation, available solutions may include:

• Replacement of the affected product.

• A refund to the original payment method.

• Another appropriate remedy agreed upon with the customer.

For confirmed product defects, shipping damage, or incorrectly supplied items, Brelvona will cover reasonable return shipping costs where a return is required.

4. Return Shipping Costs

Return shipping responsibilities depend on the reason for the return.

Customer-Initiated Returns

For returns due to personal preference, incorrect selection, or a change of mind, customers are generally responsible for return shipping costs.

Damaged, Defective, or Incorrect Items

If a return is required because of a confirmed product defect, shipping damage, or an error on our part, Brelvona will cover reasonable return shipping costs.

Applicable return arrangements will be communicated to the customer before the return is completed.

5. Refund Processing

Once a returned product has been received and inspected, we will review its eligibility for a refund.

Customers will be informed whether their refund request has been approved.

If approved, refunds will be issued to the original payment method used when placing the order.

Refunds are generally processed within 5–10 business days after approval.

The time required for funds to appear in your account may vary depending on your bank or payment service provider.

Original shipping charges are generally non-refundable for customer-initiated returns, unless otherwise required by applicable laws.

If a refund has been approved but has not appeared within the expected timeframe, please contact our customer support team for assistance.

6. Product Condition and Return Restrictions

Brelvona offers plush toys, fabric accessories, and soft decorative products.

Returned products should be kept in suitable condition and handled with reasonable care.

Change-of-mind returns may be declined where permitted by applicable laws if products:

• Have been visibly used or damaged after delivery.

• Have been altered or improperly handled.

• Are missing essential parts or included accessories.

• Cannot be accepted for hygiene or safety reasons under an applicable and clearly disclosed product-specific restriction.

Any applicable product-specific return restrictions will be communicated where required.

Nothing in this section limits statutory rights concerning defective, damaged, or incorrectly supplied goods.

7. Order Cancellations

If you wish to cancel an order, please contact [email protected] as soon as possible.

Orders that have not yet been processed or shipped may be eligible for cancellation.

Once an order has been dispatched, cancellation may no longer be possible.

In such cases, customers may request a return after delivery in accordance with this policy.

If a paid order is successfully canceled before shipment, the applicable refund will be issued to the original payment method.

8. Exchanges

If you would like to exchange a product, please contact our customer support team to discuss your request.

Exchange eligibility depends on the condition of the original product and the availability of the requested replacement.

Where a direct exchange cannot be arranged, customers may be advised to return an eligible item and place a new order.

Any additional payment or shipping arrangements will be communicated before an exchange is completed.

9. Consumer Rights

We aim to handle return and refund requests fairly and in accordance with applicable consumer protection requirements.

This policy does not exclude, restrict, or replace any mandatory consumer rights or remedies available under applicable laws.

Where applicable legal requirements provide additional protections, those requirements will take precedence.

10. Business Information

BRAND: Brelvona

LEGAL COMPANY NAME: Liuyang Huilou Trading Co., Ltd.

OWNER / REPRESENTATIVE: Hu Song

CUSTOMER SUPPORT EMAIL: [email protected]

SUPPORT HOURS: Monday–Friday, 9:00 AM–6:00 PM (UTC+8)

Customer Support Phone: +852 6535 1247

WEBSITE: https://brelvona.com/

BUSINESS ADDRESS: No. 44, Zhangshu Group, Shuangjiang Village, Gaoping Town, Liuyang City, Changsha City, Hunan Province, China