Refund policy

Return & Refund Policy

1. Returns Eligibility

We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.

To qualify for a return, your item must:

  • Be unused, unworn, and in the same condition as received
  • Include all original tags and packaging
  • Be accompanied by a receipt or proof of purchase

2. How to Start a Return

To initiate a return, please contact us at info@brivane.com.

If your return is approved, we will provide:

  • Return instructions
  • A return shipping label (if applicable)

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

Return address:
Brivane, Kampala, Uganda

3. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If you receive:

  • A damaged item
  • A defective product
  • The wrong item

Contact us immediately at info@brivane.com so we can resolve the issue promptly.

4. Non-Returnable Items

The following items cannot be returned:

  • Perishable goods (e.g., food, flowers, plants)
  • Custom or personalized products
  • Personal care items (e.g., beauty products)
  • Hazardous materials, flammable liquids, or gases
  • Sale items
  • Gift cards

If you are unsure whether your item qualifies, please contact us.

5. Exchanges

We only replace items if they are defective or damaged.

For exchanges:

  1. Contact us at info@brivane.com
  2. Once approved, return the item
  3. Place a new order for the replacement item

6. European Union Customers

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, without providing a reason.

Items must still meet standard return conditions.

7. Refunds

Once your return is received and inspected, we will notify you of the approval status.

If approved:

  • Refunds will be issued to your original payment method
  • Processing takes up to 10 business days

Please note: Your bank or payment provider may require additional time to process the refund.

If more than 15 business days have passed since approval, contact us at info@brivane.com.

8. Partial Refunds

Partial refunds may be granted if:

  • The item is not in its original condition
  • The item is damaged or missing parts not due to our error
  • The return is made after the 30-day period

9. Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account
  2. Contact your credit card provider
  3. Contact your bank

If the issue persists, email us at info@brivane.com.

10. Gifts

  • If the item was marked as a gift, you will receive a store credit once the return is processed
  • If not marked as a gift, the refund will be issued to the original purchaser

11. Shipping Returns

  • Customers are responsible for return shipping costs unless otherwise stated
  • Shipping costs are non-refundable
  • If a refund is issued, return shipping fees may be deducted

For high-value items (over 200,000 UGX), we recommend:

  • Using a trackable shipping service
  • Purchasing shipping insurance

We cannot guarantee receipt of returned items without tracking.

12. Policy Duration

Returns requested after 30 days from delivery are not eligible for refunds or exchanges.

If you have any questions, feel free to contact us at info@brivane.com. We’re here to help.