Return and refund policy

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

Business Legal Name: JIA YAO PTY LTD Authorized Representative: CASSIE BAINBRIGGE Store Identity & Domain: brynd.shop Official Customer Support Email: support@brynd.shop Direct Customer Support Hotline: +61 468107304 Physical Business Address: SOUTH BRISBANE, 4101, Queensland, Australia Primary Target Market & Trading Currency: Singapore / United States Dollar (USD)

30-Day Return Window

You have 30 days from the date you received your swimming kickboard 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 validation conditions:

  • It must be unused, unwashed, and in the same pristine condition that you received it.
  • The product must remain in its original packaging with all protective wraps, tags, and branding labels intact. Due to hygiene and safety standards associated with aquatic sports gear, items showing signs of pool water exposure or chlorine contact cannot be accepted.
  • 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 swimming kickboard arrives with manufacturing flaws, deep structural scratches, material de-lamination, or if you received the wrong model/color, please contact us immediately. We will arrange a free replacement or a full refund at no extra cost to you.
  • Customer Remorse / Change of Mind: If you change your mind, choose an incorrect size, or no longer require the item, you will be responsible for paying for your own return shipping costs back to our designated facility. Shipping costs are non-refundable.

Return Process

To start a return, please follow these steps:

  1. Contact our customer support team at support@brynd.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 swimming kickboard, we will send you an email to notify you of the approval or rejection of your refund based on its condition.

  • 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. Then contact your credit card company or bank, as it may take some time before your refund is officially posted.

🕒 Customer Support Time Zone & Hours

Please note that our corporate operations are headquartered in Queensland, Australia (AEST - UTC+10), while our store currency is set to United States Dollars (USD) and our primary advertising is tailored directly to the Singapore (SGT - UTC+8) 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:

  • Singapore Market Hours (SGT): Monday - Friday | 9:00 AM - 5:00 PM
  • Australian Operational Hours (AEST): Monday - Friday | 11:00 AM - 7:00 PM

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