Delivery

We aim to despatch items same working day if you order before 4pm Monday to Friday. Orders are sent through Royal Mail and should be delivered in two to three working days after despatch.

Returns and refund policy

In accordance with your legal consumer rights we offer a full refund if an item is faulty, not as described or doesn’t do what it’s supposed to.

We will also refund unused items for any reason subject to the following conditions.

In order to accept a refund, we:

• Require proof of purchase using the original till receipt or online order confirmation
• Goods must be unused and where possible in the unopened packaging. (Where items are used you will be liable for the amount by which the value of the goods is diminished as a result of handling beyond what is necessary to establish their nature, characteristics and functioning.)
• We can accept returns up to 28 days from the date you received the order.
• Where an item is faulty, not as described or doesn’t do what it is supposed to, we can offer an exchange, offer a credit note, or a refund using the original method of payment.
• You will be responsible for the cost of return postage unless the item is faulty, not as described or doesn’t do what it is supposed to.

When we receive your returned goods, we will inspect it and notify that we have received the items. We will then let you know the status of your return and refund.

If your return is approved, we will process your refund. You will receive the credit back into your account within a certain amount of days, depending on your card issuer’s policies.

 

Are there any products that can’t be returned?

We can’t offer refunds, credit or exchanges, unless faulty or not as described, on food and beverage, jewellery or worn clothing.

 

Out of stock items

Whilst we make best efforts to ensure stock levels are correct, sometimes this may not be the case. Where items you have purchased are out of stock, we shall issue a full refund for those items out of stock and either refund the postage paid in full or in proportion to your order.

 

Who do I contact to get a refund?

Please reply to any of your order confirmation emails or email onlineshop@brantwood.org.uk please include your order number within the email.