Return window

Eligible Brgnova™ products may be returned within 30 calendar days after confirmed delivery. To request a return within this window, contact customer care before the period ends. The eligibility conditions below apply to change-of-mind returns.

How to request a return

Before returning a suncatcher, email service@brgnova.com with your order number, the item you wish to return, the reason for the request, and relevant photos or video when necessary.

Please wait for approval and written return instructions. Unannounced returns to our registered business address should not be sent.

Return condition and original packaging

For personal-preference returns, the crystal suncatcher must be unused, uninstalled, complete and in its original condition with its original protective packaging and included accessories, including hanging hardware if supplied.

Because suncatchers may contain delicate faceted or glass-like components, please pack the item securely to prevent damage in return transit. These conditions do not limit statutory rights for defective or misdescribed products.

Where to send an approved return

Our customer-support team provides the designated return warehouse address and any shipping instructions after a return is authorized. Do not automatically mail returns to our registered business address; the return processing location may be different.

Preference-based return shipping

If you return an eligible item because of a change of mind, preferred color or style, an incorrect customer selection or another reason not caused by us, the buyer is responsible for return-shipping charges. Original shipping charges are handled according to applicable law and the circumstances of the return.

Damaged, defective, incorrect or incomplete goods

Please inspect your order promptly. Notify us within 7 calendar days after delivery if the suncatcher arrives broken, defective, materially different from its description, incomplete or incorrect.

• Include your order number and a clear description.
• Send photographs or video showing the damaged crystals, strands, hanging elements or missing parts.
• Include photos of the shipping label and outer packaging where available.

For a verified issue attributable to us, we provide an appropriate replacement, missing-part shipment, reshipment, refund or return arrangement without requiring the customer to pay additional costs caused by that issue. This 7-day reporting request does not eliminate mandatory consumer rights.

Appearance differences and expectations

A suncatcher's reflections depend on the angle of natural light, weather, the display position and photography or screen settings. Minor color, facet and finish variations consistent with the product listing may occur. Such differences do not override your rights if an item is defective, materially misdescribed or incorrect.

Exclusions and consumer protections

Change-of-mind returns may be declined for items that have been used, installed, altered, damaged after delivery or returned without essential components, subject to applicable law. Any item specifically identified as custom-made, personalized or final sale before purchase may have separate lawful restrictions.

Nothing in this policy limits rights that cannot be excluded under applicable consumer-protection law.

Return costs and restocking charges

Approved returns are not subject to a restocking fee. For confirmed defective, damaged, missing or incorrect items caused by us, we bear the reasonable costs of an approved remedy. For personal-preference returns, customers pay their own return postage.

Inspection and refund approval

Returned goods may be inspected when they arrive at the approved return facility. Once eligibility is confirmed, we approve the refund and communicate the outcome.

Refund method and timing

After a refund has been approved, we normally initiate it to the original payment method within 5–10 business days. For physical returns, approval normally occurs after receipt and inspection. Banks, card issuers and payment providers may require additional time for the credit to appear.

If the original payment method cannot receive the refund, customer support will work with the payment provider on a lawful alternative.

Exchanges and replacement items

Exchanges and replacements depend on availability of the requested design and components. If an identical replacement is unavailable, we can offer an appropriate alternative remedy, such as a refund or available replacement, consistent with the circumstances and applicable rights.

Order cancellation

Request cancellation as soon as possible after placing an order. We make reasonable efforts to cancel or adjust orders before fulfillment begins. A change cannot be guaranteed once packing, fulfillment, shipment preparation or dispatch has begun.

No cancellation fee is charged for an order successfully canceled before fulfillment. After dispatch, the applicable return procedure may apply.

Customer care and statutory rights

For returns or refunds, email service@brgnova.com or call +86 176-7592-2436. We aim to reply within 24 hours. This policy supplements and does not exclude mandatory consumer rights.