Refund policy

Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return, if:

(a) You have received a product with damaged or contaminated packaging;

(b) You have received a product that is defective or otherwise flawed;

(c) You have received a wrong item;

(d) You have changed your mind and want to return an unused, unworn, and unopened product.

Return Conditions

To be eligible for a return, your item must be:

  • In the same condition that you received it
  • Unworn and unwashed
  • With all original tags attached
  • In its original packaging
  • Swimwear must have intact hygiene liner

You'll also need the receipt or proof of purchase.

Return Process

Step 1: Initiate Return

To start a return, contact us at support@brivalo.com. Please provide:

  • Your full name
  • Email address used for purchase
  • Order number
  • Brief description of the reason for return

If your return is accepted, we'll email you within 1-3 business days with:

  • Return authorization number
  • Prepaid return shipping label (if applicable)
  • Detailed instructions for return

Important: Items sent back without prior authorization will not be accepted.

Step 2: Package & Ship

Re-pack your product safely and securely:

  • Use the original packaging if possible
  • Include all tags, labels, and accessories
  • Place the return authorization number inside the package

Ship your return to:

Brivalo Returns Department
13 Montagu St
London W1H 7EX
United Kingdom

Packaging Requirements: Items must be returned in their original, unused, and undamaged condition, with tags attached and original packaging intact.

Step 3: Provide Tracking Information

Email us your tracking number along with your order number to support@brivalo.com.

Shipping Recommendations:

  • Always use a trackable shipping service
  • Retain your proof of postage receipt
  • Consider adding shipping insurance for valuable items

Note: Return shipping fees will not be refunded or compensated unless the product is defective or damaged.

Step 4: Inspection & Refund Processing

Once we receive your return:

  • We inspect items within 3-6 business days
  • Refunds are processed within 5-10 business days after approval
  • You'll receive email confirmation at each stage

Refund Timeline: Please allow 5-10 business days for the refund to appear on your original payment method's statement. Processing times vary by financial institution.

Items that are used, washed, or don't meet return conditions will not be eligible for refund and may be returned to you at your expense.

Refund Policy

Once your return is received and inspected, we will send you an email notification of:

  • Approval of your refund, or
  • Rejection with explanation

If approved:

  • Refund is processed to your original payment method
  • Original shipping costs are non-refundable
  • Return shipping fees may be deducted (see table below)

Shipping Cost Responsibilities

Return Reason Return Shipping Cost Restocking Fee Original Shipping Refunded
Defective / Damaged Product Free (we provide label) None Yes
Wrong Item Received Free (we provide label) None Yes
Contaminated / Damaged Packaging Free (we provide label) None Yes
Change of Mind Customer pays None No


Late or Missing Refunds

If you haven't received your refund after 10 business days:

  1. Check with your bank (processing may take additional time)
  2. Contact your credit card company
  3. If unresolved, email us at support@brivalo.com with:
    • Order number
    • Date of return
    • Shipping tracking number

Damaged or Defective Items

If you receive a damaged, defective, or incorrect item:

  • Contact us within 48 hours of delivery
  • Provide clear photos / video showing:
    • Damaged product/packaging
    • Defect details
    • Shipping label
  • We'll provide a prepaid return label
  • Full refund including original shipping costs

Exchanges

We currently don't offer direct exchanges. To exchange an item:

  1. Return the original item following our standard return process
  2. Place a new order for the desired item

Important: For change-of-mind exchanges:

  • You are responsible for return shipping costs
  • New order requires separate shipping payment
  • Returned item must meet all standard return conditions

Non-Returnable Items

For health and safety reasons, we cannot accept returns of:

  • Swimwear with broken hygiene seals
  • Used undergarments
  • Personalized/customized items
  • Final sale items (clearly marked at purchase)

Contact Brivalo

Email
support@brivalo.com

Phone Number
+44 7418 314470

Address
13 Montagu St, London W1H 7EX, United Kingdom

Business Time
Monday - Friday: 9am - 6pm (GMT+1)
Closed weekends and UK bank holidays

Return Shipping Address:
Brivalo Returns Department
13 Montagu St
London W1H 7EX
United Kingdom