Customer Service Policy

Brumatemalls Customer Service Policy

At Brumatemalls, we are committed to providing you with reliable, efficient, and friendly customer service. We understand that a great shopping experience extends beyond the purchase, and our team is dedicated to supporting you every step of the way. Below is our customer service policy, designed to clarify our commitments and ensure your peace of mind.

1. Communication Channels & Response Time

We offer direct support through our dedicated email channel: [email protected]. Our customer service team is available Monday to Friday, 9:00 AM – 6:00 PM (EST). We strive to respond to all inquiries within 24 business hours. For urgent matters, please clearly mark "URGENT" in the subject line of your email, and we will prioritize your request.

2. Order Inquiries & Tracking

Once your order is placed, you will receive an order confirmation email with a unique order number. If you have questions about your order status, shipping details, or need assistance with tracking, please provide your order number and registered email address when contacting us. We will promptly verify the information and update you on the progress of your order. You can also track your order through the "Order Tracking" section on our website using your order number and email.

3. Return & Exchange Policy

We want you to be completely satisfied with your purchase from Brumatemalls. If you are not happy with your product(s) for any reason, you may request a return or exchange within 30 days of receiving your order, provided the following conditions are met:
  • The product is unused, undamaged, and in its original packaging with all tags and accessories intact.
  • Proof of purchase (order confirmation email or receipt) is provided.
  • Customized products or items marked as "Final Sale" are not eligible for return or exchange, unless they are defective.
To initiate a return or exchange, please contact our customer service team via email to obtain a Return Merchandise Authorization (RMA) number. Returns without an RMA number will not be accepted. The cost of return shipping will be borne by the customer, unless the return is due to a defect in the product or an error on our part (e.g., wrong item shipped, damaged during transit). Once we receive and inspect the returned product, we will process your refund (to the original payment method) or send out the exchanged product within 5-7 business days.

4. Defective Products & Warranty

All Brumatemalls products are covered by a 1-year warranty against manufacturing defects from the date of purchase. If your product is found to be defective due to material or workmanship issues within the warranty period, please contact us with your order number, photos/videos of the defect, and a detailed description of the problem. We will assess the issue and provide a suitable solution, which may include a replacement, repair, or full refund, free of charge.
Warranty coverage does not include damage caused by improper use, accidental drops, neglect, or normal wear and tear.

5. Privacy & Data Protection

We take your privacy seriously. Any personal information you provide to us (such as name, email, shipping address, and payment details) will be used solely for the purpose of processing your order, providing customer service, and improving our products and services. We will never share your personal information with third parties without your explicit consent, except as required by law. For more details, please refer to our Privacy Policy on the website.

6. Feedback & Complaints

Your feedback is invaluable to us as it helps us improve our products and services. If you have any suggestions, comments, or complaints, please feel free to share them with us via email. We will carefully review your feedback, investigate any complaints thoroughly, and take appropriate measures to address your concerns. Our goal is to resolve all issues to your satisfaction.
Thank you for choosing Brumatemalls. We are committed to providing you with the best possible customer service and will do our utmost to ensure a smooth and enjoyable shopping experience.