Refund and Return Policy

Our Refund and Returns Policy currently works alongside UK law - we however are sympathetic to any concerns, so please do always email us or message us on social media.

This refund and returns policy page does not count for etsy orders- you must contact us via the etsy platform if you wish to organise a return.

Overview

Our refund and returns policy lasts 28 days. If 28 days have passed since your purchase, we can’t offer you a refund.

You must contact us within 14 days of receiving your parcel if you wish to return it. We have several platforms for you to contact us on- if you don't receive a confirmation message within two days, contact us on a different platform in case of an issue with the service provider. Please leave yourself enough time to try a few different services within the 14 day time slot. we are not responsible for your message not coming through to us. After talking with us, you will get instructions on how to return the parcel to us-You then must have the parcel sent to us within 14 days. This is once again the law in the UK.

We only offer a return in some circumstances. Many of our products fall under customisation rules, and so can not be returned to us. This is one of the reasons why you must message us before returning any items.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You must contact us before returning a product, and be accepted.

Otherwise this is classed as a forced return and you will not receive a refund. furthermore, if your parcel is not collected, or is refused, or is sent back due to no buyer being there to receive the parcel- that is also classed as a forced return. if you force a return and you want the product back, you will have to pay another shipping fee, as well as any fees accrued to us by being sent back to our PO box.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, cosmetics, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

• Gift cards
• Downloadable software products
• Some health and personal care items
• Any opened or used product

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

• Book with obvious signs of use
• CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Refunds

"Under the Consumer Rights Act 2015, consumers may be entitled to a refund, replacement, repair and/or compensation where goods are faulty or not as described" "In other cases - for example, where the consumer has bought an item of clothing in the wrong size, or they have changed their mind or an item is an unwanted gift - there is normally no automatic right to return goods."

please note that many of our handmade items are stated in our terms and conditions as being subject to changing textures, colours and so forth.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at brambleandboneshop@gmail.com.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We do not accept exchanges.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you must contact us. We will then message you with our returns address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your parcel to arrive may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at brambleandboneshop@gmail.com for questions related to refunds and returns.