Brevnlle Customer Service Policy

At Brevnlle, we’re committed to delivering exceptional support that matches the quality of our kitchen and cooking appliances—from ovens and cookers to coffee machines and beyond. This Customer Service Policy outlines our promises to you, ensuring a seamless experience whether you’re placing an order, need help with setup, or have questions about your appliance. Our goal is to make sure you feel supported every step of the way, so you can focus on enjoying the joy of cooking.

1. Return & Exchange Policy

We understand that sometimes an appliance may not fit your space, meet your needs, or arrive with unexpected issues—and we’re here to make returns and exchanges straightforward:

  • Eligibility: To qualify for a return or exchange, requests must be initiated within 30 days of delivery. Appliances must be in their original, unused condition—this includes intact original packaging, all accessories (e.g., oven racks, coffee filters, user manuals), no signs of installation or use (e.g., scratches on cooktops, water in coffee machine reservoirs), and unbroken seals (if applicable). Final sale items (clearly marked on product pages, often discounted 40% or more) are not eligible for returns or exchanges.
  • Appliance-Specific Exceptions: For large appliances (e.g., built-in ovens, full-size cookers), we offer free return shipping (domestically) to simplify the process—no need to worry about heavy lifting or shipping costs. If you’ve already installed the appliance but discover a defect (see Section 4), we’ll still honor a return or exchange and cover the cost of professional uninstallation (where required).
  • Process:
  1. Email our customer service team at [email protected] with your order number, appliance model (e.g., “Brevnlle Countertop Oven BOV-100”), and reason for return/exchange (e.g., “too large for my kitchen,” “received wrong model”).
  2. We’ll respond within 24 business hours (Monday–Friday) with a unique Return Authorization (RA) number (required for processing—write this on the outside of your package) and a pre-paid shipping label (for domestic orders; international customers receive a shipping credit).
  3. Pack the appliance securely (use the original box if possible) and ship it back. For large appliances, we’ll coordinate with a trusted carrier to schedule pickup at your convenience.
  4. Once we inspect the appliance (2–3 business days after receipt), we’ll process your refund or ship your exchange: refunds go to your original payment method, while exchanges are sent via free shipping.

2. Order Processing & Shipping

We work to get your kitchen appliances to you as quickly as possible, while ensuring safe delivery:

  • Order Confirmation: You’ll receive an immediate email confirmation after placing your order, including your order number and appliance details. If you don’t see it within 1 hour, check your spam folder or contact us to verify.
  • Processing Time: Standard orders are processed within 1–2 business days (Monday–Friday, excluding holidays). For large or custom appliances (e.g., built-in cookers with specific finishes), processing may take 3–4 business days—we’ll notify you of any delays via email.
  • Shipping Options & Timelines:
  • Domestic (U.S.): Free standard shipping on all orders (no minimum purchase). Delivery takes 3–5 business days for small appliances (e.g., coffee machines, toasters) and 5–7 business days for large appliances (e.g., ovens, full-size cookers). Expedited shipping (2–3 business days for small appliances, 3–4 for large) is available for a flat fee of $25.
  • International: Shipping rates are calculated at checkout based on your location and appliance size. Delivery takes 8–12 business days for small appliances and 10–14 business days for large ones. Customs duties, taxes, or import fees are the customer’s responsibility—we include a detailed invoice to help speed up clearance.
  • Order Changes/Cancellations: To modify or cancel an order, email us within 24 hours of purchase. Once an order is processed (packed or shipped), changes aren’t possible—we’ll guide you to our return policy instead.

3. Product Inquiries & Support

We want you to feel confident in your appliance choice and use—here’s how we help:

  • Pre-Purchase Guidance: Have questions about an appliance’s features (e.g., “Does this oven fit a 13×9 baking pan?”) or compatibility (e.g., “Will this induction cooker work with my cast-iron pans?”)? Email us or use the live chat on our website—our team includes product specialists who can share detailed specs, size guides, and even usage tips (e.g., “How to program the coffee machine for delayed brewing”).
  • Setup & Installation Help: For small appliances, we include easy-to-follow user manuals with step-by-step setup instructions. For large appliances (e.g., built-in ovens), we offer free virtual installation guidance via video call—our team can walk you through safety checks, wiring basics, or help troubleshoot setup issues. We also provide a list of trusted local installers (U.S. only) if you prefer professional help.
  • Usage & Maintenance Tips: Not sure how to clean your oven’s self-cleaning function or descale your coffee machine? We share detailed care guides via email (after purchase) and on our website—plus, you can email us anytime for personalized tips to keep your appliance in top shape.
  • Out-of-Stock Alerts: If an appliance you love is out of stock, use the “Notify Me When Restocked” feature on the product page (enter your email, and we’ll alert you when it’s back). For popular models (e.g., our best-selling espresso machine), we offer pre-orders—we’ll clearly note the expected ship date.

4. Defective or Damaged Appliances

If your Brevnlle appliance arrives damaged or with a defect, we prioritize a fast resolution:

  • Reporting Issues: Contact us within 48 hours of delivery with your order number and clear photos of the damage (e.g., dented oven door, broken coffee machine spout) or defect (e.g., oven not heating, cooker burners not igniting). For large appliances, you can also share a short video of the issue.
  • Resolution Options:
  • Replacement: We’ll send a new appliance (free of charge) via expedited shipping—we’ll even arrange for the damaged one to be picked up at no cost to you.
  • Repair: If you prefer, we can send replacement parts (free) and provide step-by-step repair guidance. For large appliances, we may cover the cost of a professional repair (U.S. only).
  • Refund: If you don’t want a replacement or repair, we’ll issue a full refund (including original shipping costs) within 3–5 business days.
  • Warranty Support: All Brevnlle appliances come with a standard 1-year warranty (2 years for large appliances like ovens and cookers) that covers defects in materials or workmanship. If an issue arises during the warranty period, contact us—we’ll repair or replace the appliance at no cost.

5. Customer Support Availability

Our team is here to help when you need it:

  • Contact Methods:
  • Email: [email protected] (response within 24 business hours, Monday–Friday; weekend inquiries answered by the next business day).
  • Live Chat: Available on our website (9 AM–6 PM ET, Monday–Friday) for quick questions about orders, products, or setup.
  • Phone: 1-800-BREVNLL (toll-free, 9 AM–5 PM ET, Monday–Friday) for urgent issues (e.g., damaged delivery, appliance not working).
  • Warranty Claims: To file a warranty claim, email us with your order number, appliance model, and details of the issue—we’ll process your claim within 2–3 business days.

6. Privacy & Data Protection

We protect your personal information (e.g., name, email, shipping address, payment details) as outlined in our Privacy Policy. We use your data only to process orders, provide support (e.g., sending maintenance tips), or send updates (if you opt in)—we never sell your data to third parties. Payment information is encrypted via PCI DSS protocols, and sensitive details (e.g., installation addresses) are stored securely.

7. Feedback & Improvement

Your thoughts help us improve our appliances and service—we want to hear from you:

Email us at [email protected] with the subject line “Feedback” to share your experience (e.g., “How you love your new coffee machine”) or suggestions (e.g., “Adding a timer to the oven”). We read every message and use it to refine our products (e.g., updating user manuals) and service (e.g., extending live chat hours).

At Brevnlle, your satisfaction is as important as the quality of our appliances. If you have questions about this policy or need help, don’t hesitate to reach out. Thank you for trusting us with your kitchen—we’re honored to be part of your cooking journey.