LUM :: Returns FAQ

Returns

  • We want you to love shopping at Brookstone.com. If products purchased from Brookstone.com do not meet your expectations, you may return them with the packing slip within 30 days of purchase.

    Customers are required to coordinate and pay for the return shipping themselves. Brookstone does not coordinate or pay for any return shipping. Refunds will be returned in the method of which you paid. Original shipping and handling charges will not be refunded. After 30 days, please refer to the original manufacturer’s warranty for product and service issues.

    Should you have any questions regarding this policy, please reach out to Brookstone.com Customer Care at 1-888-454-9752. Brookstone reserves the right to deny any return should the conditions of the items not meet the Return Policy and/or if items are used outside of the manufacturer’s specifications.

    PLEASE NOTE: Some items such as personalized items (monogramed) and personal care products. Non-Refundable items include: Pillows, Sock-wear, some fitness and massage products or any other “personal care” products. Personal Care is defined as any product that makes direct and continuous contact with the skin. Unopened/sealed items are acceptable for return. Personalized items and items marked as final sale or non-returnable are also ineligible for refunds.

    Brookstone branded items purchased from stores or other sellers: If you purchased a Brookstone product at a retail store or from another seller, those returns or exchanges must go through the place of purchase.

  • To initiate a return visit our return portal (https://encore.brandedonline.com/returns/brook_SHOPIFY/ordersearch), enter your order #, email address, and find your order. Return postage is the customers responsibility.
  • Returns for massage chairs should be initiated with the chair manufacturer.
  • Customers should save their return tracking numbers to track their packages and confirm delivery.
  • All returns are processed within 10-15 business days from the date received in our facility. Customers will receive an email notification with their refund details as soon as the credit is processed.
  • No. We do not offer exchanges.
  • No. We do not offer store credit.