Refund policy
Last updated: August 15, 2026
Every BRISÉNN piece is made with care and attention to detail. We hope you love your order, but if something is not quite right, the information below explains your options for cancellations, returns and refunds.
Cancellations
You may cancel your order free of charge within 24 hours of placing your order.
After this 24-hour period, production may already have started and materials, labour and production capacity may have been allocated specifically to your order.
For cancellations requested after 24 hours but before shipment, a 50% production fee will therefore apply. The remaining 50% of the order value will be refunded to your original payment method.
Once an order has been dispatched, it can no longer be cancelled. Please refer to the return information below.
This cancellation policy applies unless mandatory consumer law provides otherwise.
Returns
We offer a 30-day return period from the date your order is delivered.
To be eligible for a return, products must be returned in their original condition, without damage or signs of use and, where reasonably possible, in their original packaging.
As every BRISÉNN piece is made to order and produced specifically following an order, returned products are subject to a 50% production fee. This means that, once your return has been received and approved, 50% of the applicable product value will be refunded to your original payment method.
Any mandatory consumer rights that apply to your purchase remain unaffected.
Custom & Personalised Orders
Products created specifically according to your individual measurements, colour specifications, configuration or other personalised requirements are considered custom orders.
Custom and personalised orders are final sale and non-refundable, unless the product arrives damaged, defective or does not correspond with the specifications agreed upon.
We therefore recommend carefully reviewing all colours, measurements and other specifications before confirming a custom order.
Return Shipping
Customers are responsible for the cost of returning an order unless the product is damaged, defective or incorrect.
We strongly recommend using a tracked and insured shipping service, as you remain responsible for the return shipment until it has been received by BRISÉNN.
Please contact us before sending your return so that we can provide the correct return instructions and address.
Refunds
Once your return has been received and inspected, we will notify you by email.
If approved, the applicable refund, less the 50% production fee where applicable, will be issued to your original payment method.
Original shipping costs are non-refundable, except where reimbursement is required under applicable consumer law.
Please allow additional processing time for your bank or payment provider to complete the refund after it has been issued by BRISÉNN.
Damaged, Defective or Incorrect Orders
Every BRISÉNN order is carefully inspected and securely packaged before leaving our studio.
If your order arrives damaged, defective or incorrect, please contact us as soon as possible at info@brisenn.com.
Please include your order number, a description of the issue and clear photographs of the product and packaging.
We will review the issue and arrange an appropriate solution. The 50% production fee does not apply to products that are legitimately returned because they are damaged, defective or incorrect.
Exchanges
If you would like to exchange your BRISÉNN piece for another colour or configuration, please contact us at info@brisenn.com.
As our pieces are made to order, exchanges are reviewed individually and may require additional production time, shipping costs or production costs. We will always confirm these with you before proceeding.
How to Start a Return
To request a cancellation, return or exchange, please contact us at info@brisenn.com and include your order number.
We will review your request and provide you with the relevant next steps and return instructions.
BRISÉNN Studio
Amsterdam, The Netherlands
Email: info@brisenn.com