At Brillory, we want every customer to be completely satisfied with their purchase. We understand that sometimes a product may not meet your expectations, so we gladly accept returns and exchanges under fair and transparent conditions. This Return Policy explains how returns work, the eligibility criteria, customer responsibilities, and the process for sending items back to us.

Eligibility for Returns

Time Frame

Customers may request a return or exchange within 14 days of receiving their order. After this period, we may no longer be able to process a return request. The 14-day window begins on the day the package is marked as “delivered” by the carrier.

Condition of Returned Items

Returned items must be in new, unused, and unworn condition, with all original tags, packaging, watch protection films, manuals, and accessories included. Products showing signs of wear, damage, modification, or missing parts may not be eligible for a return or exchange.

We encourage you to carefully inspect your purchase upon arrival and try watches gently without removing tags until you are certain you wish to keep them.

Items Not Eligible for Return

Products returned after 14 days of delivery.

Items that are damaged due to misuse, negligence, or accident.

Items returned without original packaging or proof of purchase.

Clearance or final-sale items (if any are marked as such).

If a returned item does not meet these requirements, it will be returned to the customer at their expense.

Exchanges

We are happy to provide one-time exchanges for eligible products within the same 14-day period. If you wish to exchange your watch for a different color, size, or model of equal or greater value, please contact our support team before shipping the item back. If there is a price difference, it must be paid in full before the new item is shipped.

Return Label and Shipping Responsibility

Customer Responsibility

Please note that the return shipping label is the customer’s responsibility. Brillory does not provide prepaid return labels. You may choose any reliable courier service with tracking and insurance to return the item safely to us.

We recommend keeping the tracking number until your return has been processed and confirmed. Brillory is not liable for items lost or damaged during return transit caused by insufficient packaging or untracked shipments.

Return Address

Our support team will confirm the correct return address via email once your return request is approved. Please do not ship any item without first contacting us for return authorization, as unauthorized packages may be refused.

How to Initiate a Return

Contact Us:
Email our customer care team at help@brillory.store
with your order number, the product name, and a brief explanation of why you wish to return or exchange the item.

Approval:
Our team will review your request and respond within 1–2 business days with return instructions and the appropriate return address.

Ship Your Item:
Pack your item securely, include all accessories and proof of purchase, and ship using a trackable courier service.

Confirmation:
Once your return is received and inspected, we’ll notify you via email regarding its approval status. If approved, the refund or exchange will proceed according to our Refund Policy.

Damaged or Incorrect Items

We inspect all products before shipping, but if you receive a damaged or incorrect item, please contact us within 48 hours of delivery. Include clear photos of the item and its packaging. We will arrange for an exchange or issue a refund as soon as the issue is verified.

If the return is due to an error on our part (such as the wrong product sent), Brillory will cover the replacement shipping costs.

Return Processing Time

Once we receive your returned item, inspection typically takes 3 business days. You will be notified of the approval or rejection of your return via email. If approved, your refund or exchange will be processed promptly in accordance with our Refund Policy.

Order Cancellations

Because our handling time is 1–2 business days, orders can only be cancelled before dispatching. If your order has already been processed or dispatched, you will need to follow the return procedure once the item arrives.

Customer Care and Communication

Our customer service team is available to guide you through every step of the return process. We are committed to making your experience smooth, transparent, and respectful of your time. Your satisfaction is our top priority, and we take every request seriously.

Agreement

By placing an order on our site, you agree to this Return Policy and acknowledge that you understand and accept all return requirements and time frames. We strongly recommend reading both our Refund Policy and Shipping Policy to understand the full process.

Business Details

Business Name: Brillory
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT-05:00)
Business Phone: +1 (424) 668 3041
Business Email: help@brillory.store
Business Address: 4314 E Fairmont Ave, Fresno, CA 93726, USA