Return and Refund Policy
If you find any issues with your product within 7 days of the delivery date after purchasing from Branden, you may notify us to arrange for a return or exchange. Please refer to the following guidelines for details, or contact our customer service for further assistance.
Return and Exchange Guidelines:
Notification Period: We must be notified of any return or exchange requests within 7 days from the date of receipt. To avoid disputes, please inspect your items as soon as they arrive.
Product Integrity: Products for return or exchange must be kept in their complete original packaging (including the product itself, accessories, packaging box, manuals, receipts, etc.). Missing or damaged components may affect your eligibility for an exchange or result in the rejection of the return request.
Hygiene Items: For reasons of hygiene and product integrity, personal or intimate items cannot be returned or exchanged once the packaging has been opened or the product has been used.
Logistics Options: Returns and exchanges can be handled in person at our office or via SF Express.
Address: 5/F, 28 Hung To Road, Kwun Tong, Hong Kong
Hours: Monday to Friday, 10:00 AM – 6:00 PM (Please call 3596-7409 to make an appointment in advance).
Verification Process: Our staff will verify whether the product meets the return/exchange requirements. Once approved, an exchange will be arranged as soon as possible. If the item is out of stock, a pre-order will be placed and the item will be resent upon arrival. If the item cannot be pre-ordered, a refund will be issued.
Exclusions: We regret that we cannot arrange returns or exchanges for any malfunctions, damage, scratches, or stains caused by improper use or negligence while unpacking.
Gifts: Any complimentary gifts included with the purchase are not eligible for return or exchange.
Refund Guidelines:
Processing Time: Once a refund is confirmed by our team, it will be processed within 14 working days.
Refund Eligibility: Refunds are generally only applicable if a product is defective or damaged and a replacement is unavailable.
Pre-order Delays: Delivery of pre-ordered products may be delayed due to various real-world factors (such as customs clearance or shipping issues). As arrival times cannot be predicted with absolute accuracy, delays cannot be used as a basis for a refund request.
Governing Law:
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region.
