Returns & Refund Policy

If you are a consumer resident in the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your goods, without providing any reason (EU Consumer Rights Directive 2011/83/EU, Art. 9). To exercise this right, notify us in writing within 14 days of delivery: • Email: sales@brantelo.com • Subject line: "Withdrawal — Order #[your order ID]" You must return the goods within 14 days of notifying us. We will refund the full purchase price, including standard delivery costs, within 14 days of receiving your return or proof of return. Exceptions — the withdrawal right does NOT apply to: • Goods that are sealed for health/hygiene reasons and unsealed after delivery • Goods made to a customer's specification or clearly personalised • B2B (business-to-business) transactions — withdrawal rights apply only to consumers

If you receive a defective, damaged, or incorrect item, you must notify us within 30 days of delivery. We will, at our discretion: • Provide a full replacement at no cost, or • Issue a full refund including return shipping costs To report a defective item: 1. Email sales@brantelo.com with your order number and photos 2. Do not dispose of the item until instructed 3. We will provide a prepaid return label within 3 business days EU statutory warranty rights (2-year guarantee under EU Directive 1999/44/EC as amended) apply to all consumer purchases.

Step 1 — Contact us: Email sales@brantelo.com with your order number, reason for return, and photos if applicable. Step 2 — Authorisation: We will issue a Return Merchandise Authorisation (RMA) number within 2 business days. Step 3 — Ship the item: Return the item in original packaging (where possible) with the RMA number clearly marked. Return shipping costs are your responsibility unless the item is defective or incorrectly sent. Step 4 — Inspection: We inspect returned items within 3 business days of receipt. Step 5 — Refund: Approved refunds are processed within 5–14 business days to the original payment method. Items must be: • Returned unused and in original condition (for change-of-mind returns) • Accompanied by original packaging and documentation • Returned within the applicable timeframe

Refunds are issued to the original payment method (credit card, bank transfer, or Stripe) within 5–14 business days of approval. Stripe-processed refunds typically appear within 5–10 business days depending on your bank. We do not charge restocking fees for standard consumer returns within the 14-day withdrawal period. Partial refunds may be issued for: • Items returned in a visibly used or damaged condition beyond normal inspection • Missing components or accessories Customs duties, taxes, and import fees paid by the buyer are non-refundable as these are charged by government authorities, not Brantelo.

Business-to-business transactions are not covered by EU consumer withdrawal rights. Returns for B2B buyers are subject to the individual terms agreed in your B2B Buyer Agreement and any specific contract terms agreed with the seller. For defective goods, B2B buyers should: 1. Contact the seller directly through the B2B messaging system 2. Escalate to Brantelo dispute resolution if not resolved within 10 business days 3. Contact us at sales@brantelo.com Brantelo acts as an intermediary marketplace and is not directly liable for seller product defects, but we facilitate dispute resolution as described in our Terms of Service (Section 12).

The following items cannot be returned: • Hazardous materials or chemicals • Items that have been installed, modified, or used beyond initial inspection • Digital products (software licences, digital downloads) • Items explicitly marked as "Final Sale" or "Non-Returnable" in the product listing • Custom-manufactured or specially ordered parts • Items returned more than 30 days after delivery (except where defective)

For all return and refund enquiries: Email: sales@brantelo.com Response time: Within 2 business days For urgent disputes or complaints that are not resolved within 14 days, EU consumers may also contact: • The Estonian Consumer Protection and Technical Regulatory Authority (TTJA): www.ttja.ee • Your national consumer protection authority • The EU Online Dispute Resolution platform: ec.europa.eu/consumers/odr Brantelo OÜ is registered in Estonia, EU (Registry Code 17282632).