At Brellixandrow, we understand that online dress shopping sometimes requires flexibility when an item does not arrive as expected. This Return and Refund Policy explain how returns, exchanges, and refunds are handled for customers located in Hong Kong.
The purpose of this policy is to maintain clarity, fairness, and transparency while complying with applicable consumer practices and the Personal Data (Privacy) Ordinance (PDPO) of Hong Kong regarding the handling of personal information during return procedures.
Eligibility for Returns
Brellixandrow provides a 30-day return window starting from the date of delivery.
Returns are accepted under the following situations:
- • The product received is defective
- • An incorrect item was delivered
- • The product differs significantly from the confirmed order
Items should remain unused, unaltered, and returned in their original condition along with packaging where possible. Requests submitted after the 30-day period may not qualify for return approval.
Return Costs and Pickup Arrangement
Customers are not required to pay any return shipping charges.
Once a return request is approved, Brellixandrow arranges a pickup based on the customer’s preferred schedule and location within Hong Kong. There are no restocking fees, and customers are not charged for collection services.
Our goal is to make the return experience straightforward without placing additional billing responsibility on customers.
Inspection Process After Return
After the returned item reaches our facility, the product undergoes an internal validation process.
- • Inspection is completed within 24 hours of receiving the item
- • Condition and eligibility are reviewed based on the return reason provided
Following inspection, customers are contacted to confirm whether they prefer a replacement item or a refund, subject to product availability.
Exchange Process
If an exchange is selected and stock is available, the replacement item will be shipped according to the same delivery timeline stated in our Shipping Policy.
This means exchanges follow:
- • Internal processing before dispatch
- • Delivery completion within 2–3 business days, depending on logistics availability
If the requested item is unavailable, customers may choose an alternative product or proceed with a refund.
Refund Method and Processing Time
Brellixandrow operates exclusively on Cash on Delivery (COD) transactions. As a result, refunds are issued through bank transfer only.
Once a refund request is approved after inspection:
- 1. Customers will receive an email requesting bank account detail.
- 2. Refund processing begins within 24 hours after receiving accurate banking information.
- 3. The transferred amount may take 5–7 business days to appear in the customer’s bank account, depending on banking procedures.
The refunded amount reflects the full purchase value paid during delivery.
Personal Data and Privacy Protection
During return or refund handling, Brellixandrow may collect personal details such as contact information, delivery address, and banking information required for refund processing.
All personal data is managed in accordance with Hong Kong’s PDPO, ensuring information is used solely for return coordination, processing, and refund completion. Data shared with logistics partners is limited strictly to operational requirements.
Personal information provided for refunds is handled securely and is not used for unrelated purposes.
Contact for Return Requests
Customers wishing to initiate a return or request assistance may contact us through:
Brellixandrow
Email: support@brellixandrow.com
Brellixandrow aims to maintain clear communication and fair resolution procedures so customers can shop with confidence, knowing that claimed issues will be addressed through an organized and transparent process.