Política de reembolso
At Brio, we want you to be fully satisfied with your purchase. This policy outlines how returns, refunds, and warranty claims are handled. Please read each section carefully before submitting a request.
1. Returns
We accept change-of-mind returns within 30 days of the original delivery date, subject to the conditions below.
Eligibility
• The return request must be submitted within 30 days of delivery.
• The product must be unused and in its original, undamaged packaging, including all accessories, manuals, and tags.
• The product was purchased at full price or at a discount of 30% or less off the original listed price on briowater.com at the time of purchase. Products purchased at a discount greater than 30% (including promotional, clearance, or bundle pricing) are not eligible for change-of-mind returns.
• Replacement filters are not eligible for returns.
• Proof of purchase (order number or receipt) is required.
• Change-of-mind returns are only available for products purchased directly from Brio at briowater.com. Products purchased from authorized retailers or distributors (e.g., Amazon, Walmart, Costco) must be returned in accordance with that retailer's return policy.
Restocking Fee
A restocking fee of 20% of the purchase price will be applied to all approved change-of-mind returns to cover inspection, repackaging, and handling costs.
The restocking fee is waived if the return is due to a Brio error (wrong item shipped, item arrived damaged, or confirmed defect).
Return Shipping
• The customer is responsible for all return shipping costs for change-of-mind returns.
• A trackable shipping service is required. The customer must provide the tracking number to Brio Customer Service within 24 hours of shipment. Brio is not liable for items lost or damaged in transit, and refunds cannot be processed without a valid tracking number on file.
• If the return is due to a Brio error (wrong item, damaged in transit, or confirmed defect within 30 days of delivery), Brio will provide a prepaid return shipping label.
RMA Expiration
Return Merchandise Authorization (RMA) numbers are valid for 14 calendar days from the date of issuance. Items must be shipped and tracking provided within this window. Expired RMAs will not be honored, and a new return request must be submitted (subject to the original 30-day return eligibility window).
How to Start a Return
1. Contact our customer service team with your order number to receive return instructions and an RMA number.
2. Add the RMA number to the package
3. Ship the item to the address provided in the return authorization within 14 days of RMA issuance and submit the tracking number to Brio Customer Service within 24 hours of shipment.
4. Once the item is received at our warehouse and inspected, we will notify you of the outcome within 5 business days.
5. If you disagree with our inspection outcome, you may request a secondary review by contacting Customer Service. Secondary review decisions are final.
Partial Orders
If your order included multiple items and only some items are being returned, only those specific items are subject to this return policy. Each item's eligibility is assessed individually. Refunds will be calculated based on the per-item price paid.
2. Refunds
Eligibility
• Change-of-mind returns: Refunded to the original payment method once the returned product passes inspection. The 20% restocking fee will be deducted from the refund. Additional deductions may apply per the condition table in Section 1.
• Defective products within 30 days of delivery: Customer may receive a replacement of the product or affected part. A defect claim must be submitted with photos or video evidence and a description of the issue.
• Defective products after 30 days but within the warranty period: Covered under the Limited Warranty in Section 3. Remedy is repair or replacement of defective parts, not a refund. The product must be registered under Brio CARE for the warranty to apply.Register here: briowater.com/pages/briocare
Refund Process
• Approved refunds are processed to the original payment method within 5–10 business days of approval.
• Bank or card processing times may add additional days before funds appear on your statement.
3. Limited Warranty
Important: Your product must be registered under Brio CARE to be eligible for warranty coverage. Registration can be completed at briowater.com/pages/briocare. We recommend registering your product immediately after purchase.
Brio (“Vendor”) warrants to the original purchaser of Brio products (the “Product”), and to no other person, that if the Product is assembled and operated in accordance with the printed instructions accompanying it, then for a period of one (1) year from the date of purchase, all parts in the Product shall be free from defects in material and workmanship.
The product is only covered by warranty, if the product was registered under Brio CARE. https://briowater.com/pages/briocare
What Is Covered
· Defects in materials or workmanship under normal, intended use.
· Functional failures not caused by misuse, accident, or unauthorized modification.
What Is Not Covered
This Limited Warranty does not cover any failures or operating difficulties of the Product due to:
· Accident, abuse, misuse, alteration, misapplication, improper installation, or improper maintenance or service by you or any third party.
· Failure to perform normal and routine maintenance on the Product as set out in the User’s Manual.
· Normal wear and tear, including filters, seals, and other consumables.
· Damage to the finish, such as scratches, dents, discoloration, or rust.
· Products with altered, defaced, or removed serial numbers.
· Damage caused by unauthorized repairs, modifications, or use of non-approved parts.
· Products purchased from sellers other than Brio or its authorized retailers or distributors.
· Products not registered under Brio CARE prior to the warranty claim submission.
Remedies
This Limited Warranty is limited to repair or replacement of parts that prove defective under normal use and service and that Vendor determines, in its reasonable discretion upon examination, to be defective. Vendor will replace such defective parts without charge to the original purchaser. Refunds are not available under this Limited Warranty; for refund eligibility within the first 30 days of delivery, see Section 2.
How to File a Warranty Claim
1. Retain your order confirmation or invoice. Brio may require reasonable proof of your date of purchase.
2. Contact our customer service team with your order number, a description of the issue, and supporting photos or video.
3. Our team will review and respond within 5 business days with next steps.
4. If a return is required, return parts to Vendor per Vendor’s instructions, at your cost and expense, using a trackable shipping service and providing the tracking number to Brio.
5. Upon receipt, Brio will advise you in writing whether a covered defect exists in any returned part and whether your claim has been approved or denied.
6. Upon approval, Brio will replace the defective part without charge within 7 days plus transit time. Please allow for up to 21 days for your product to arrive from the time you placed your warranty claim.
Warranty replacements are only eligible for shipment within the contiguous United States. For warranty requests outside of this region (including Alaska, Hawaii, and Puerto Rico), please contact your original retailer or point of purchase for assistance. Note that local consumer protection laws in other regions (including Canada and the EU) may provide rights that differ from or supersede this policy.
4. Legal Terms and Limitations
This Limited Warranty is the only express warranty given on the Product and is in lieu of all other express warranties. Vendor disclaims all warranties for products purchased from sellers other than authorized retailers or distributors.
THIS LIMITED WARRANTY RESTRICTS THE DURATION OF ANY AND ALL IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, TO THE ONE (1) YEAR TERM OF THIS LIMITED WARRANTY. UPON THE EXPIRATION OF THE ONE (1) YEAR TERM, VENDOR DISCLAIMS ANY AND ALL IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, THE PRODUCT BEING THUS SOLD AS-IS, WITH ALL FAULTS.
FURTHER, VENDOR SHALL HAVE NO LIABILITY WHATSOEVER TO PURCHASER OR ANY THIRD PARTY FOR ANY SPECIAL, INDIRECT, PUNITIVE, INCIDENTAL, OR CONSEQUENTIAL DAMAGES.
OTHER THAN THIS LIMITED WARRANTY, THERE ARE NO WARRANTIES WHICH EXTEND BEYOND THE DESCRIPTION ON THE FACE HEREOF. Vendor assumes no responsibility for any defects caused by third parties.
This Limited Warranty gives you specific legal rights, and you may have other rights which vary from state to state. State law may also override statements in this Limited Warranty regarding the restriction on the duration of implied warranties. Some jurisdictions do not allow the exclusion or limitation of special, incidental, or consequential damages, or limitations on how long a warranty lasts, so the above exclusions and limitations may not apply to you.
Contact Us
For any questions about this policy or to start a return, refund, or warranty claim, please contact our customer service team:
- Email: cs@briowt.com
- Phone: +1 (844) 257-4103
- Hours: Monday–Friday, 6:00 AM – 5:00 PM (PST)
Brio reserves the right to update this policy at any time. The version in effect at the time of your purchase applies to your order. Prior versions are available upon request by contacting Customer Service.
Last Updated: July 24, 2026