Return and exchange process
For standard products purchased through distance selling, you may exercise your right of withdrawal by notifying us within 14 days of delivery. Include your order or invoice number, contact details and the product you wish to return.
Contact customer service before dispatching an item. Our team will provide the return address, shipping method and any applicable carrier instructions.
Condition of returned products
Products must be unused, undamaged and suitable for resale, preferably with their original packaging. Accessories, fittings, documents and promotional items supplied with the product must also be complete.
Any loss in value resulting from handling beyond what is reasonably necessary to inspect the product may be charged to the customer. Products must be packaged adequately to prevent damage in transit.
Exceptions to withdrawal
Products made or personalized to a customer’s choice of dimensions, color, fabric, material or other specifications may be excluded from the right of withdrawal where permitted by law.
Installed, used or customer-damaged products that are no longer suitable for resale are assessed outside the standard return process. Your statutory rights regarding defective goods remain unaffected.
Refunds
Once eligibility is confirmed, refunds are made to the original payment method. The time required for a debit or credit card refund to appear may vary by bank and can take up to 10 business days.
For instalment payments, Birenk submits the full refund to the bank in one transaction; the issuing bank determines how and when it is reflected on the card. Bank transfer payments are returned to the originating account.
Store and transport arrangements
Eligible products may be delivered to our store to begin the return or exchange assessment. Transport for large furniture is planned separately according to the product and delivery region.
Original delivery and return transport costs are assessed according to the reason for return, product condition and applicable law. Cash-on-delivery shipments made without prior approval may not be accepted.