Refund policy

Our Return Policy

We operate a 30-day return policy, which means you have 30 days from receipt of your goods to request a return. To be eligible, your goods must be in the same condition that you received them: unworn or unused, with tags, and in their original packaging.

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How to Request a Return

Returns can be requested directly through our self-service returns portal, which can be accessed via your customer account or order status page.

If you're unable to access the returns portal, you can also contact us using our contact form or by emailing support@brindly.com.

When submitting your return request, include the following details:

  • Your name.
  • Your order number (found in your order confirmation email).
  • Your reason for the return.
  • A picture of the goods you received.

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What Happens After I Request a Return?

Once your return request has been reviewed, you'll receive an email confirming whether your return has been approved along with instructions on how to return your item.

If your return is approved, you will have 14 days to send the goods back to us.

Returns must be approved before being sent back to us. Unfortunately, unsolicited returns cannot be accepted or processed.

Please note that all returns must be sent to our UK returns address.

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Return Shipping Costs

We cover return shipping costs only in cases where:

  • We've sent the wrong item.
  • There is a confirmed manufacturing defect.

For all other returns - including ordering the wrong phone model, changing your mind, or personal preferences such as not liking the feel or style - return postage is the responsibility of the customer.

Where return postage is the customer's responsibility, a prepaid return label will not be provided and customers will need to arrange their own return shipping.

If you believe your item is faulty, we may request photo or video evidence to verify the issue. In some cases, we may be able to resolve the issue without requiring a return.

We strongly recommend using a tracked service and retaining proof of postage until your return has been processed, as we cannot accept responsibility for returns lost in transit.

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Exchanges

As all our items areย made-to-order, exchanges are only possible in cases where:

  • The wrong size was ordered.
  • The incorrect size or item was sent.

Exchanges are limited to the same design as the original purchase.

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Refunds

If your return is approved, the refund will be processed to your original payment method. Please note:

  • Refunds may take up to 10 working days to appear, depending on your bank or payment provider.

Refund Policy for Promotional Offers

For promotional offers, such as "3-for-2", refunds are calculated based on the discounted price paid for each item within the promotion.

Example:
If three items are purchased in a "3-for-2" offer, the total cost is distributed evenly across all three items. If one item is returned, the refund will reflect the adjusted price of that item under the promotion.

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Cancellations

Orders can be cancelled directly through your customer portal for up to 1 hour after purchase.

After this time, orders enter production and can no longer be cancelled or amended through the portal.

As all Brindly products are made to order, once production has started we are unable to make changes or cancel your order. If you no longer require the item once it arrives, you can request a return in accordance with our returns policy.