Return Policy

Return Policy and Right of Withdrawal

1. General Information on Returns

At Brasi, we pride ourselves on offering completely new products and in their original packaging. We guarantee that all lingerie items have NOT been tested or returned by any previous customer. We understand the importance of hygiene in intimate products, which is why we maintain strict quality controls to ensure that every product you receive is absolutely new and unused. We want to be completely transparent about our return policy to avoid any misunderstandings.

2. Lingerie Products

Since lingerie is an intimate hygiene product, for health protection and hygiene reasons, we do not accept returns of these items. This policy is in line with current regulations that exempt products of this nature from the right of withdrawal. We want to ensure that all our customers receive new and safe products.

3. Other Product Categories

For all other products, you have the right to withdraw from the contract within 14 calendar days of receipt of the last purchased good, without the need for justification.

4. Exercise of the Right of Withdrawal

To exercise the right of withdrawal, you must notify us of your decision by means of an unequivocal statement (e.g. a letter sent by post or email) to the following address:

5. Return Procedure

  • Deadline for Return: Once you have informed us of your decision to withdraw from the contract, you must return the goods to our address no later than 14 calendar days from the notice of withdrawal. The address for returns is:
  • Brasi Original S.L
  • C/ Jazmín 51, 8C, 28033 Madrid, Spain

Note: This address is for returns only and is not staffed for customer service.

  • Return Costs: In case of withdrawal, the shipping and delivery costs will not be refunded. The direct costs of the return will be borne by the customer, unless the item is defective, in which case we will bear the return costs.

  • Product Condition: Products must be returned in their original condition, unused and with the packaging intact. You will be responsible for the decrease in the value of the asset resulting from a manipulation other than that necessary to establish the nature, characteristics and operation of the asset.

6. Refund

  • Repayment Period: We will proceed with the refund of all payments received, excluding shipping and delivery costs, within a period not exceeding 7 days after receiving the product in our warehouse. The refund will be made using the same payment method used in the initial transaction, unless otherwise stated.

  • Refund Conditions: We may withhold the refund until we receive the goods or until you have provided proof of return, whichever comes first.

7. Returns of Defective Products

If the item is defective, we will bear the return costs. In any other case, the cost of the return will be borne by the customer.

8. Transparency and Conscious Purchasing

At Brasi.eu, we are firmly committed to the hygiene and quality of our products. For this reason, we do not accept returns of lingerie. We want to explain our reasons to ensure that you understand our policy and can make informed decisions:

  • Hygiene Regulations: Lingerie is an intimate hygiene product. According to European regulations, we are not obliged to accept returns of these types of items due to health and safety reasons. This ensures that all products you purchase have been carefully maintained in their original condition and without prior contact.

  • Conditions of Returned Products: On the sales platforms we participate in, some require us to accept returns, which has resulted in a high percentage of returns, especially of bras due to size issues. Returned products often arrive in suboptimal conditions, such as damaged boxes, odors, cream marks, and even dirt. This affects the quality and perception of the product.

  • Economic Impact: The expenses associated with handling and repackaging returned products often exceed our profit margin. In addition, the process of disinfecting and reviewing products returned for sale at a discount represents a significant cost.

  • Transparency and Alternatives: To avoid any inconveniences, we recommend that you use our size calculator and carefully review the size guide before making your purchase. If you're considering buying with the intention of returning, we suggest exploring other stores that offer more flexible return policies. It seems obvious what we do, but many stores and marketplaces put returned products back on the market as new. We know that our decision not to accept lingerie returns may not be to everyone's liking, but we consider it to be an important differential for many of our customers, who value receiving completely new and unused products. At Brasi.eu, we want to do things right and be totally transparent with you. You can find them here.

We want to be transparent so you can make informed decisions about your purchases.