Refund policy

1. Overview

1.1. At Breggz, we want you to be completely satisfied with your purchase. This Returns Policy explains your rights and our procedures for returning Products and obtaining refunds.

1.2. This policy covers all Products purchased directly from the Breggz online store at www.breggz.com. Products purchased from authorised retailers or resellers are subject to the return policies of the retailer from whom you purchased.

1.3. This policy is designed to comply with applicable consumer protection laws in the European Union, the United Kingdom, the United States, and other jurisdictions worldwide.

2. YOUR STATUTORY RIGHT OF WITHDRAWAL (EEA AND UK CUSTOMERS)

2.1. If you are a consumer based in the European Economic Area (EEA) or the United Kingdom, you have a statutory right to withdraw from your purchase within 14 calendar days from the day after you (or a person you nominate) receive the Products, without giving any reason.

2.2. How to exercise your right:

- - Contact us by email at support@breggz.com or by post at our registered address (see Section 7 below), clearly stating your wish to withdraw and including your Order number.
  - You may also use the Model Withdrawal Form available within our Terms and Conditions, though this is not obligatory.
  - The withdrawal period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), physically receives the Products (or in case of one order with multiple Products, after the day on which you, or a third party indicated by you, has received the last Product of the order).

2.3. Returning the Products:

- - You must send back the Products to us without undue delay and in any event no later than 14 days from the day on which you communicated your withdrawal.
  - Products must be returned in their original condition, including all original packaging, accessories, documentation, and protective materials.
  - You may open and inspect the Products in the same manner as you would in a physical shop (e.g. you may open the box, examine the item, test the item*). However, if the Products are used beyond what is necessary to determine their nature and characteristics, we may deduct a proportionate amount from the refund to reflect any diminished value.
  - You are responsible for the direct cost of returning the Products, unless we have agreed to bear these costs. We recommend using a tracked and insured shipping service, as we cannot be held responsible for items lost or damaged in transit.

2.4. Your refund:

- - We will reimburse all payments received from you, including standard delivery costs (but not any additional costs arising from your choice of a delivery method other than our standard delivery option).
  - The refund will be made within 14 days from the day we receive the returned Products back, or the day you provide evidence of having sent the Products back, whichever is earlier.
  - We will use the same means of payment as you used for the original transaction, unless you expressly agree otherwise. No fees will be charged for the refund.

2.5. Exceptions to the right of withdrawal: 

The statutory right of withdrawal does not apply to:

- - Sealed goods that are not suitable for return due to health or hygiene reasons, if they have been unsealed after delivery (e.g. ear tips that have been used and cannot be resold for hygiene reasons*);
  - Goods that have been inseparably mixed with other items after delivery.

*Note regarding ear tips/hygiene components: If you have used the ear tips (or equivalent hygiene-sensitive components) and they cannot be resealed or resold, we may not be able to accept the return of those specific components. However, the main Product (the earphones themselves) may still be returned provided it remains in its original condition. We will assess each return on a case-by-case basis.

3. BREGGZ VOLUNTARY RETURNS POLICY (ALL CUSTOMERS WORLDWIDE)

3.1. In addition to your statutory rights (where applicable), Breggz offers a voluntary 30-day returns window from the date of delivery for all customers worldwide, including those in the USA and other international markets where the EEA/UK statutory withdrawal period does not apply.

3.2. Conditions for voluntary returns:

- - Products must be returned in their original condition, with all original packaging, accessories, ear tips (unused if hygiene-sealed*), documentation, and protective materials intact.
  - Products must not show signs of misuse, damage (other than from careful inspection), or excessive wear.
  - You must contact us at support@breggz.com to request a Return Merchandise Authorisation (RMA) number before sending any Products back. Products returned without an RMA number may not be accepted.
  - You are responsible for the cost of return shipping, but we may elect to refund the return costs if we determine upon receiving the returned Product that the Product is defective or was shipped in error.

3.3. Once we receive and inspect the returned Product, we will process your refund within 14 business days. The refund will be issued to your original payment method.

3.4. We reserve the right to refuse a return or deduct a restocking fee of up to 30% if the Product is returned in a condition that diminishes its value beyond what is necessary for inspection of the nature, characteristics and functionalities of the Product. We will notify you before any deduction is applied.

*Note regarding ear tips/hygiene components: If you have used the ear tips (or equivalent hygiene-sensitive components) and they cannot be resealed or resold, we may not be able to accept the return of those specific components. However, the main Product (the earphones themselves) may still be returned provided it remains in its original condition. We will assess each return on a case-by-case basis.

4. DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS

4.1. If you receive a Product that is defective, damaged during shipping, or not as described, you are entitled to a full refund, replacement, or repair at no cost to you, regardless of your location.

4.2. How to report a defective or incorrect Product:

- - Contact us at support@breggz.com within 48 hours of receiving the Product (for shipping damage) or as soon as you discover the defect.
  - Provide your Order number, a description of the defect or issue, and photographic or video evidence where possible.

4.3. Resolution process:

- - We will assess the issue and, at our discretion, offer one of the following remedies:
  - A full refund, including return shipping costs;
  - A replacement Product shipped at our expense;
  - A repair of the Product at our expense.
  - For EEA and UK customers, you have the statutory right to choose between repair and replacement in the first instance. If neither is possible or proportionate, you are entitled to a price reduction or a full refund.

4.4. EEA and UK Statutory Guarantee: Products sold within the EEA and UK benefit from a minimum two-year legal guarantee of conformity. If a defect becomes apparent within two years of delivery, it is your right to seek a remedy. During the first year, any lack of conformity (which is proven by you) is presumed to have existed at the time of delivery, and the burden of proof relating to the lack of conformity not having existed at the time of delivery is on us. To consumers in some EU Member States, the period of one year may be up to two years in accordance with the applicable national law.

4.5. Warranty claims: For Products outside the statutory guarantee period but within our Breggz Limited Warranty period (see our Terms and Conditions), please contact support@breggz.com with your proof of purchase.

5. REFUND PROCESSING

5.1. All refunds will be processed to the original payment method used at the time of purchase.

5.2. Please allow up to 10 business days for the refund to appear in your account after we have processed it, depending on your bank or payment provider.

5.3. Where applicable, the refund will be issued in the original transaction currency. Exchange rate fluctuations between the date of purchase and the date of refund are outside our control.

6. EXCHANGES

6.1. We do not currently offer direct exchanges. If you wish to exchange a Product, please follow the returns process described above and place a new Order for the desired item.

7. HOW TO CONTACT US

7.1. For all returns, refunds, and warranty enquiries:

- - Email: support@breggz.com
  - Post: Breggz Hearables B.V., Keizersgracht 165, 1016 DP Amsterdam, the Netherlands

7.2. Return address for Products:

Breggz Hearables B.V. 
High Tech Campus 32   
5656 AE Eindhoven    
The Netherlands 

8. IMPORTANT NOTES

8.1. This policy does not affect your statutory rights under applicable consumer protection laws. Where any provision of this policy conflicts with mandatory consumer rights in your jurisdiction, your statutory rights prevail.

8.2. Products purchased from unauthorised third-party sellers (including second-hand marketplace sellers) are not eligible for returns, refunds, or warranty service through Breggz directly. Please contact the seller from whom you purchased.

8.3. We reserve the right to update this Returns Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. The policy in effect at the time of your purchase will apply to that transaction.