Brondell Customer Return Policy and Information
Damaged on arrival - RMA number required
Customers should contact Brondell Customer Support if an item arrived damaged, defective, or requires service. Shipping labels will only be issued by Brondell when product is damaged or defective at time of delivery.
For Warranty service, customers should contact Brondell Support directly via our Contact Us form for repair and/or replacement of any defective merchandise.
Returns - RMA number required
Please contact Brondell Support directly via our Contact Us form for to begin the return process and acquire a Return Merchandise Authorization(RMA).
Products returned without an RMA will not be accepted. No exceptions.
Due to the hygienic nature of these products, Brondell can only accept customer returns on Swash Bidet Seats, LumaWarm toilet seats, and bidet products that are unopened, unused, and re-sellable. Brondell will not accept for credit any customer returns on Swash bidet seats, LumaWarm toilet seats, or bidet attachments and bidet products that have been installed and/or used in any manner. Drink water filtration products, including filters that have been used, may not be returned as once water has been run through the filter, they are not re-sellable.
- Any returns must be initiated by the customer within 30 days of the purchase date and the product is received by Brondell within 44 days of purchase. Once received, a refund will be issued, less a 10% restocking fee. Brondell does not offer store credit or gift cards in place of a refund.
- Customer returns to Brondell will incur a 10% restocking fee to offset our handling, warehouse, and re-boxing costs.
- Products that are used or in unsellable condition are subject to additional fees and/or non-credit for returned merchandise.
- This policy does not apply to the Sutro Integrated bidet.
Pre-Paid Shipping Labels Contiguous U.S
As a courtesy, Brondell offers a pre-paid flat-rate shipping labels through FedEx or the US Postal Service. The cost for this service is:
- i. West of Western Texas Border - $19.95
- ii. East of Western Texas Border - $25.95
- iii. Alaska/Hawaii – Quote will be provided if requested
Please request a label when contacting Customer Support to take advantage of this service.
Returns - Sutro Integrated Smart Bidet
Due to Sutro’s size and weight, and the difficulty in shipping this product, Brondell will not accept any Sutro returns due to incorrect measuring, space limitation, incompatibility, customers changing their mind, etc.
Basic Delivery is standard with your purchase of Sutro, and includes delivery to the first covered location (garage, carport, etc). Once delivered, customers are expected to check the shipment for signs of damage to Sutro or packaging before signing for delivery. Do not sign for damaged items. Claims from damaged and/or missing items must be received by Brondell within 48 hours of delivery via email or phone. If Sutro arrives damaged or with missing parts, please request an authorized RMA number from Brondell Customer Support.
Contact Brondell toll free at (888) 542-3355 or via our Contact Us form.
Please submit return requests by calling Customer Service toll-free at 888-542-3355