Refund policy
Thank you for choosing Brainlume. We want you to feel confident when purchasing from our official website. Please read our refund and return policy carefully before placing an order.
1. Return Window
For orders placed directly on the Brainlume official website, you may request a return within 30 days of delivery.
To be eligible for a return, the product must be:
- Unused and in the same condition that you received it
- In its original packaging
- Complete with all accessories, manuals, charging cable, and included components
- Accompanied by proof of purchase or order confirmation
For hygiene, safety, and quality-control reasons, opened or used Brainlume devices are not eligible for return, unless the product is defective or damaged upon arrival.
2. Non-Returnable Items
The following items are not eligible for return:
- Products that have been opened, worn, used, altered, or damaged after delivery
- Products missing original accessories, packaging, manuals, or included components
- Gift cards, promotional items, or final-sale items
- Products purchased from third-party sellers or unauthorized retailers
- Orders outside the 30-day return window
3. Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, or incorrect, contact us within 7 days of delivery at support@brainlumepbm.com with:
- Your order number
- A brief description of the issue
- Photos or videos showing the issue
- Photos of the packaging, if shipping damage is involved
After reviewing your request, we may offer a replacement, repair, refund, or other appropriate resolution depending on the situation.
4. How to Start a Return
To start a return, please contact us at:
Please include your order number and the reason for your return request.
Do not send your product back without contacting us first. Returns sent without prior authorization may not be accepted.
If your return is approved, we will provide return instructions and the return shipping address.
5. Return Shipping
Unless the return is due to a confirmed product defect, shipping damage, or an incorrect item, the customer is responsible for return shipping costs.
Original shipping fees, customs duties, import taxes, and other third-party charges are non-refundable unless required by applicable law.
We recommend using a trackable shipping service. Brainlume is not responsible for returns lost or damaged during return shipping.
6. Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method. Please allow 5–10 business days for the refund to appear on your statement, depending on your bank or payment provider.
Refunds may be reduced or declined if the returned item is incomplete, damaged, used, or not in its original condition.
7. Order Cancellations
If you need to cancel an order, please contact us as soon as possible at support@brainlumepbm.com.
If your order has not yet been processed or shipped, we will do our best to cancel it and issue a refund.
If the order has already been shipped, it must be handled as a return under this policy.
8. Pre-Orders, Late Pledges, and Crowdfunding Orders
Orders placed through Kickstarter, late-pledge campaigns, pre-order platforms, or other crowdfunding-related channels may be subject to different terms, timelines, and refund conditions.
For Kickstarter pledges or late pledges, please refer to the terms shown on the campaign or pledge platform at the time of purchase.
If you are unsure which policy applies to your order, contact us at support@brainlumepbm.com with your order or pledge details.
9. Warranty
This refund and return policy is separate from any product warranty.
If your Brainlume device develops a functional issue after the return window, please contact us at support@brainlumepbm.com. We will review the issue according to our warranty terms, if applicable.
10. Contact Us
For return, refund, cancellation, or product-support questions, please contact:
Brainlume Support
Email: support@brainlumepbm.com