Refund policy

Thank you for shopping at brync.shop! We want you to be completely satisfied with your purchase. If you are not entirely happy with your mouse pad, we are here to help.

Business Legal Name: GOLDEN HILL CONCEPTS PTY LTD Authorized Representative: MOMOKO HATANO Store Identity & Domain: brync.shop Official Customer Support Email: support@brync.shop Direct Customer Support Hotline: +61 468228478 Physical Business Address: MARSDEN PARK, 2765, New South Wales, Australia Primary Target Market & Trading Currency: Germany / United States Dollar (USD)

30-Day Return Window

You have 30 days from the date you received your mouse pad order to request a return. If 30 days have gone by since your delivery, unfortunately, we cannot offer you a refund or exchange.

To be eligible for a return, your item must meet the following conditions:

  • It must be unused, clean, and in the same condition that you received it.
  • It must have no tracking issues, signs of wear, or surface stains, and remain in its original packaging.
  • You will need to provide the receipt or proof of purchase (such as your Shopify order confirmation email).

Return Shipping Costs

  • Defective, Damaged, or Wrong Items: If your mouse pad arrives torn, creased, with print defects, or if you received the wrong size/style, please contact us immediately. We will cover all return shipping costs and arrange a free replacement or a full refund.
  • Customer Remorse / Change of Mind: If you change your mind, find the size does not fit your desk setup, or no longer want the product, you will be responsible for paying for your own return shipping costs back to our facility. Shipping costs are non-refundable.

Return Process

To start a return, please follow these steps:

  1. Contact our customer support team at support@brync.shop.
  2. Provide your Order Number and clear photos demonstrating the issue if the item is damaged or defective.
  3. If your return is accepted, we will provide you with the return address details and instructions on how and where to send your package.

Refunds & Processing Time

Once we receive and inspect your returned mouse pad, we will send you an email to notify you of the approval or rejection of your refund.

  • Approved Refunds: If approved, your refund will be processed automatically, and a credit will be applied to your original method of payment (credited in USD ($)) within 5 to 7 business days.
  • Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account or payment provider statement again. Please note that currency conversion rates between USD and EUR may vary depending on your bank's posting date.

🕒 Customer Support Time Zone & Hours

Please note that our corporate operations are headquartered in New South Wales, Australia (AEST/AEDT), while our store currency is set to United States Dollars (USD) and our primary advertising is tailored directly to the Germany (CET/CEST) market.

When creating or visiting our Contact Us page to resolve critical return inquiries, delivery tracking issues, or refund status updates, please refer to the following time zone alignment to ensure timely support:

  • Germany Market Hours (CET/CEST): Monday - Friday | 3:00 PM - 11:00 PM
  • Australian Operational Hours (AEST/AEDT): Monday - Friday | 9:00 AM - 5:00 PM

For the fastest assistance with returns, we highly recommend contacting our support team via email at support@brync.shop. All email inquiries regarding returns are thoroughly reviewed and responded to within 12 to 24 hours.