This policy applies to purchases delivered within the United Kingdom and sits alongside your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
1) Summary (quick read)
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Change of mind (online orders): You can cancel within 14 days of delivery (cooling-off period) and then have another 14 days to send items back. We refund the product price plus standard delivery, not any premium shipping. Return postage for change-of-mind is your responsibility.
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Our store policy: We also accept returns of unworn items within 30 days of delivery (tags attached, original packaging). This extends your options, without affecting statutory rights.
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Faulty items: You have a 30-day right to reject for a full refund. After that, we will repair or replace; if that fails, you can seek a refund or price reduction. There’s a presumption of fault for issues arising within the first 6 months, and legal rights can last up to 6 years (5 in Scotland).
2) Eligibility for Returns
Items must be unused, unwashed, with all tags and the original packaging. We may make a deduction for diminished value if items were handled beyond what’s necessary to check size/fit (for example, signs of wear or removed hygiene seals).
Hygiene & personalised exclusions (no change-of-mind returns):
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Underwear, swimwear and similar sealed goods once the hygiene seal is broken.
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Personalised or made-to-order items.
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Items that cannot be separated after delivery (mixed inseparably).
Faulty or misdescribed items are not excluded—see Section 6.
3) How to Cancel (Cooling-off for online orders)
To cancel, notify us within 14 days of receiving your order—email is best so there’s a record. You then have 14 more days to post items back. If we collect the goods, we’ll refund within 14 days of your cancellation; otherwise, within 14 days of receiving the goods back or proof of posting (whichever is earlier). We refund the standard outbound delivery you paid.
If we fail to inform you of your right to cancel, you may cancel up to 12 months after the normal deadline.
4) Returns Shipping & Responsibility
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Change of mind: You cover return postage (use a tracked service). We’re not responsible for items lost in transit.
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Faulty/incorrect items: We cover reasonable return costs or provide a prepaid label.
5) Exchanges
Exchanges are subject to stock availability. Start a return and select exchange; once we receive your return (or proof of posting), we’ll ship the replacement. (If you prefer speed, return for a refund and place a new order.)
6) Faulty or Not-as-Described Items (Your CRA 2015 rights)
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Within 30 days of delivery: you can reject faulty goods for a full refund.
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After 30 days: we will repair or replace. If that isn’t possible or fails, you can request a price reduction or a refund (the “final right to reject”).
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First 6 months: any fault is presumed to have been present at delivery unless we prove otherwise.
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Limitation periods: statutory rights can be enforced up to 6 years (England & Wales) or 5 years (Scotland).
7) Refunds
We process refunds to your original payment method within 14 days of receiving the goods back or receiving evidence of return, whichever is earlier. We refund the standard outbound delivery cost you paid at checkout; premium/express delivery upgrades are not refunded for change-of-mind returns.
8) Non-receipt / Split Deliveries
If your order shipped in parts, the cooling-off period runs from the day the last item is delivered. If you didn’t take possession (e.g., left with a neighbour without consent), contact us so we can align the timing with when you actually received the goods.
9) How to Start a Return
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Email support@bravion.co