1. Scope of This Policy
This Return and Refund Policy applies to purchases of women’s T-shirts, women’s trousers, women’s tops, and other eligible products purchased from our online store. It explains the conditions under which customers may request a return, exchange where applicable, refund, replacement, or other resolution in accordance with applicable consumer protection requirements in the United Kingdom.
This policy does not affect any statutory rights that customers may have under UK consumer law.
2. Right to Cancel an Online Order
Customers purchasing products online may have a legal right to cancel their order within the applicable cancellation period provided under UK consumer protection law.
Where the statutory cancellation right applies, customers should notify us clearly that they wish to cancel their order. The cancellation request should include sufficient information to identify the customer and the relevant order.
Customers do not need to provide a reason for exercising a valid statutory cancellation right.
3. Return Request Procedure
Before returning a product, customers should contact us using the contact details provided in this policy.
When contacting us about a return, customers should provide:
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Their full name
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Order information
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The product they wish to return
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The reason for the return where applicable
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Details of any defect, damage, incorrect item, or other problem
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Photographs or other supporting information where relevant
Providing complete information may help us review and process the return more efficiently.
4. Condition of Returned Products
Unless a product is faulty, defective, damaged, incorrectly supplied, or otherwise protected by applicable consumer law, returned products should be kept in a condition that reasonably allows us to inspect and resell them.
Customers should take reasonable care of products while they are in their possession.
Products should normally be returned:
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Unworn
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Unwashed
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Unaltered
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Clean
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Free from stains, odours, make-up, cosmetics, or other marks
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With original labels and tags attached where applicable
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With original packaging where reasonably possible
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With all supplied accessories or components
Customers may inspect products to the extent reasonably necessary to determine their nature, characteristics, fit, and suitability.
5. Clothing That Has Been Worn or Used
Customers should not use clothing beyond what would reasonably be necessary to inspect or try it on.
Where a product has been handled beyond what is reasonably necessary and its value has been reduced, we may be entitled to make an appropriate deduction from the refund where permitted by law.
Examples may include clothing that has been worn for an extended period, washed, altered, damaged, stained, or otherwise used beyond normal inspection.
Any deduction will be assessed reasonably and in accordance with applicable law.
6. Faulty, Defective, or Damaged Products
If a product is faulty, defective, damaged, or not of satisfactory quality, customers should contact us as soon as reasonably possible.
Customers should provide details of the issue and, where helpful, photographs showing the problem.
Where a product does not meet applicable legal standards, customers may be entitled to remedies such as:
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A refund
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Repair
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Replacement
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Price reduction
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Another remedy available under applicable UK consumer law
The appropriate remedy may depend on the circumstances, the nature of the defect, and when the defect is reported.
7. Incorrect Products Received
If a customer receives a product different from the product ordered, the customer should contact us promptly.
Customers should provide the relevant order information and details of the incorrect product.
After verification, we will provide appropriate instructions for resolving the issue.
Customers should not be required to bear reasonable return costs arising solely because we supplied the wrong product.
8. Products Damaged During Delivery
Customers are encouraged to inspect their parcel and products as soon as reasonably possible after delivery.
If a parcel or product arrives damaged, customers should contact us promptly and provide details of the damage.
Where possible, customers should retain:
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The damaged product
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Original packaging
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Shipping packaging
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Labels
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Photographs showing the damage
This information may help us investigate the matter and arrange an appropriate resolution.
9. Change-of-Mind Returns
Where customers are entitled to return an eligible product because they have changed their mind, the product should satisfy the return conditions described in this policy.
A change-of-mind return may be refused or subject to an appropriate reduction in refund value where permitted by law if the product has been handled beyond what is reasonably necessary to inspect it.
Statutory cancellation rights remain unaffected where they apply.
10. Non-Returnable or Restricted Returns
Certain products may not be eligible for return where an exemption under applicable consumer law applies.
Any restriction will only be applied where legally permitted.
For hygiene and safety reasons, some products may be subject to additional return conditions once sealed packaging or hygiene protection has been removed, where such an exception is permitted by law.
This section does not limit a customer’s rights where a product is faulty, damaged, incorrectly supplied, or otherwise not in conformity with the contract.
11. Return Shipping Responsibility
For eligible change-of-mind returns, customers may be responsible for the direct cost of returning products unless otherwise required by law or agreed by us.
If a return is necessary because:
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The product is faulty
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The product is damaged
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The wrong product was supplied
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The product was materially misdescribed
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We are otherwise legally responsible for the return
we will handle reasonable return arrangements in accordance with applicable law.
Customers should not send products to an address unless they have received or confirmed the appropriate return instructions.
12. Safe Return Packaging
Customers are responsible for packaging returned products carefully so that they are reasonably protected during transportation.
Where possible, customers should use suitable protective packaging and retain evidence of postage or shipment.
We recommend using a return method that provides reasonable proof that the parcel has been sent.
Customers should not include unrelated personal belongings or products that are not part of the approved return.
13. Inspection of Returned Products
Once a returned product is received, it may be inspected to confirm:
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The identity of the returned product
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Its condition
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Whether the return meets the applicable return requirements
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Whether any damage, alteration, wear, washing, staining, or other use has occurred
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Whether all relevant items or accessories have been returned
The inspection does not remove or restrict any statutory rights that apply to faulty or non-conforming products.
14. Refund Approval
If a return qualifies for a refund, the refund will be processed using an appropriate method consistent with applicable law.
Where possible, refunds will generally be made using the same payment method originally used for the purchase.
We will not intentionally provide a refund through a method that causes the customer to incur unnecessary additional charges.
Any lawful deduction relating to diminished value may be applied where appropriate.
15. Refund Amount
Where a full refund is legally required, the refund may include the amount paid for the eligible returned product and any other amounts required to be refunded under applicable UK consumer law.
Where only part of an order is returned, the refund will normally relate only to the eligible returned item or items.
Additional delivery services specifically selected by the customer may be treated differently where permitted by law.
The final amount refunded will depend on the circumstances of the return and applicable legal requirements.
16. Refund Processing
Refund processing may begin after we receive the returned product or, where applicable, after the customer provides acceptable evidence that the product has been returned.
The time taken for the refunded amount to appear in the customer’s account may also depend on the customer’s bank, card provider, or payment service provider.
Customers should contact us if they believe an approved refund has not been received after a reasonable processing period.
17. Exchanges and Replacements
Where appropriate, a customer may request a replacement or exchange instead of a refund.
Any exchange or replacement may depend on product availability and the circumstances of the return.
Where the requested replacement is unavailable, another suitable remedy may be offered in accordance with applicable law.
Customers should contact us before returning a product for an exchange or replacement.
18. Partial Returns and Multiple-Item Orders
Customers may return eligible individual products from an order containing multiple items.
The remaining products in the order do not normally need to be returned unless required for the relevant remedy.
Refunds for partial returns will be calculated based on the eligible returned product or products and any additional amounts that must be refunded under applicable law.
Promotional offers or discounts may be taken into account where necessary when calculating the appropriate refund.
19. Abuse or Fraudulent Return Activity
We reserve the right to investigate return requests where there are reasonable grounds to suspect fraud, deliberate misuse, product substitution, falsified evidence, or abuse of the return process.
We may refuse a return or take appropriate action where permitted by law if the returned product is not the product originally supplied or if the claim is demonstrably fraudulent.
This section will not be used to restrict genuine statutory consumer rights.
20. Contact Information
For questions about returns, refunds, faulty products, damaged deliveries, incorrect products, exchanges, replacements, or cancellation requests, customers may contact us using the following details:
Company: Brookmere
Address: 3 CRANLEY MEWS, LONDON, SW7 3BX
Email: support@brookmere.online
Telephone: +44 7674812478
Customers should provide sufficient order information when contacting us so that we can identify the relevant purchase and assist with the request.