Returns & Refunds

Thank you for choosing BrushO. To ensure you enjoy a premium experience with our products, please carefully read the following Returns & Refunds policy. This policy applies to BrushO toothbrush handles and brush head products.

This return and refund policy is only applicable to items purchased directly from the official BrushO website (BrushO.com). If you purchased your BrushO product through other retailers (including authorized online or offline distributors), please refer to their respective return and warranty policies.

1. Return & Warranty Periods

1.1 Full Device: FSB300 Toothbrush Handle

Our adult toothbrush model FSB300 (excluding brush heads) is covered by a 24-month limited warranty starting from the date you receive the product. During the warranty period, if the product is found to be defective due to a manufacturing issue, you may request a free repair or replacement.

Unopened toothbrushes (full device package) are eligible for a no-questions-asked return within 100 days of delivery.

1.2 Brush Heads: Toothbrush Replacement Heads

BrushO replacement brush heads are not eligible for return or exchange once opened, unless there is a verified quality issue. Unopened brush head products are eligible for a no-questions-asked return within 100 days of delivery.

1.3 100-Day No-Questions-Asked Return Policy

Within the 100-day no-questions-asked return period, you may request a return and complete return shipping (or arrange a pickup) within the allowed timeframe. If the return is not due to a product defect or an error on our part, all associated costs—including return shipping fees, customs duties, and applicable taxes—will be the responsibility of the customer.

As each BrushO device carries a unique digital identity, all of the following conditions must be met to qualify for a return:

1.3.1 The product and its packaging must be in original condition, including the complete outer box, usage guide, and all original materials.

1.3.2 The protective seal must remain intact and the product must not have been activated.

1.3.3 A valid proof of purchase must be provided.

Please contact customerservice@brusho.com before initiating a return to obtain the detailed return address. Once your return request is approved, we will provide specific return instructions.

If the product has been activated, unsealed, or shows signs of damage at the time of the return request, BrushO reserves the right to deny the return.

Products returned beyond the eligible 100-day return window will not qualify for a refund.

1.4 Refunds

Once we receive your returned item and complete the product condition inspection, we will notify you promptly of the outcome of your refund request.

If your refund is approved, the reimbursement will be automatically issued to your original method of payment.

Please note: It may take additional processing time for your bank or credit card company to complete the refund transaction and credit the amount back to your account. We kindly ask for your patience during this process.

2. Warranty Coverage

2.1 Free Repair & Replacement Service

Our warranty covers defects, malfunctions, and abnormal performance caused by faulty materials or manufacturing processes. It does not apply to damage resulting from misuse, accidents, drops, impacts, or any other non-product-related causes.

BrushO products are protected by a 24-month limited warranty, starting from the date of delivery.

If a product issue arises within this period, you may request a free repair or replacement by contacting our after-sales team at customerservice@brusho.com . To process your request, please provide a valid proof of purchase along with a detailed description of the issue and supporting media, such as photos or videos clearly demonstrating the problem.

Your request will be reviewed, and if approved, we will arrange a free repair or a replacement product.

Please note:

If the product has been repaired, modified, or disassembled by any unauthorized personnel, the warranty will be void immediately.

3. Situations Not Covered by Warranty

3.1 The warranty does not apply to product damage caused by human factors, such as drops, impacts, water immersion, misuse beyond the intended purpose, use of unauthorized accessories or parts, improper operation, and similar issues.

3.2 The warranty does not cover damage resulting from natural disasters, including but not limited to earthquakes, floods, or fires.

3.3 The warranty is void if the product has been repaired or modified by unauthorized personnel or service providers.

3.4 The warranty does not apply to products whose warranty period has expired.

3.5 The warranty excludes consumable parts that require regular replacement, such as brush heads.

3.6 The warranty does not cover cosmetic imperfections or minor defects that do not affect the product’s functionality or value.

3.7 The warranty does not cover normal wear and tear, including aging, discoloration, or slight surface abrasion resulting from regular use.

4. Warranty Service Process

4.1 How to Submit a Warranty Claim

To request a warranty service, please contact our after-sales team at customerservice@brusho.com. In your message, be sure to include a description of the issue you’re experiencing with the product, along with supporting media such as photos or videos that clearly demonstrate the problem, and a valid proof of purchase.

4.2 Processing Your Service Request

Once your request is received, our support team will guide you through the process. We will carry out a preliminary assessment based on the information you provide and recommend a resolution accordingly.

If your product is confirmed to have a warranty-covered defect that cannot be repaired, you will be eligible for free repair or full replacement of the product.

4.3 Shipping & Processing

If a free repair or replacement is approved, you will be required to either return the defective product by following the instructions provided by our after-sales team or provide sufficient proof of damage to the product. We will proceed once we have received and verified either the eligible return or valid destruction evidence.

If the product is found to have a quality issue covered under warranty, BrushO will bear the cost of the repair service and the shipping fees associated with sending the replacement product back to you.

If, after inspection, the issue is determined to be caused by human error or falls outside the scope of the warranty, all related costs—including repair fees, round-trip shipping, and any applicable taxes or duties—will be the responsibility of the customer.

5. Customer Feedback and Complaint Handling

We will respond to your complaint within three (3) business days of receipt and provide a proposed resolution.

6. After-Sales Service Contact

Our current after-sales support channel is via email. Please contact us at: customerservice@brusho.com  

7. Special Statement

7.1 Customized and Discounted Products

Certain customized or discounted products may not be eligible for return or exchange. Please consult our customer service team prior to purchase for specific information.

7.2 Agreement Upon Purchase

By completing your purchase, you acknowledge and agree to all terms stated in this agreement. This document constitutes the entire warranty agreement between you and the Company and is legally binding.

7.3 Updates and Effectiveness

We reserve the right to update or modify any part of this warranty policy at our sole discretion. Updated terms will be published on the official website and will take immediate effect for all purchases made after the publication date. We encourage customers to review this agreement periodically to stay informed of any changes.