Returns and Refunds

Last updated: 15 September 2026

At a glance

  • Change of mind: request your return within 30 days of delivery, sale items included. Every return needs our written approval first; returns sent without approval can't be refunded.
  • Return postage: at your own cost, to our returns centre in the United States — an international shipment. We don't provide return labels, free returns or exchanges.
  • Condition: unused, complete and undamaged, with all parts and packaging. Every return is inspected before a refund is issued.
  • Refunds: to the original payment method within 7 working days of approval. Shipping Protection fees aren't refunded.
  • Cancellations: orders are processed automatically, so a cancellation is only possible within 5 minutes of ordering.
  • Faulty, damaged, incomplete or wrong: report within 3 working days of delivery, with photographs, and we'll send you a replacement free of charge. Minor cosmetic marks, colour variation, dimensions and personal taste aren't faults (section 8).

1. Changing your mind: window and condition

You can request a return within 30 days of the delivery date recorded by the courier, for any reason; we're unable to accept requests after 30 days. Your order number is your proof of purchase.

You may examine an item as you would in a shop: take it out of the box, look it over, check the size and finish. What you can't do is use it. For a full refund, the item needs to come back:

  • Unused and undamaged, with no marks, scratches or signs of installation or assembly.
  • Complete, with all parts, fittings, accessories and instructions, and free from odours.
  • In the original packaging with any protective material, tags and labels, packed inside a shipping box (please don't stick the label directly on the product box).

Every return is inspected on arrival. If an item doesn't meet these conditions we'll let you know: depending on its condition we either refund a reduced amount that reflects the loss in value, or decline the return. Declined items can be sent back to you at your cost if you ask within 14 days.

2. How to return

  1. Email support@brindavo.com within 30 days of delivery with your order number, the items you're returning and the reason. For larger items, mention the dimensions and weight — it helps you plan the return shipment.
  2. We reply within one working day. If your return is eligible you'll receive our written approval, the return instructions and the address of our returns centre in the United States. This address is only shared through this process — it isn't our business address and may differ from the address the parcel came from. Parcels sent anywhere else can't be traced or refunded.
  3. Pack the item(s) securely in the original packaging, write your order number on the outside of the parcel and put a note with your order number inside. Only include the items we've approved.
  4. Post the parcel within 14 days of receiving our approval, using a tracked service, and email us the tracking number.
  5. We inspect the return within 3 working days of arrival and email you the outcome.

Returns that arrive without prior approval, at any other address, or more than 30 days after our approval can't be matched to an order and can't be refunded.

3. Who pays the postage

  • Our returns centre is in the United States and we don't operate a returns address in the United Kingdom, so every return is an international shipment: you arrange it with a courier of your choice and pay the international tracked postage, which isn't reimbursed — for larger items this can be substantial, so please check the cost before requesting a return.
  • This applies to every return — a change of mind, the wrong size or colour, or an item that turns out not to suit you. We don't offer free returns or prepaid return labels and we don't refund postage. The only exception is a confirmed fault or an error on our side (section 7) where we ask you to send the item back.
  • Please complete the customs declaration (CN22/CN23) as "Returned goods – no commercial value". Parcels that arrive with import duties, taxes or handling fees due are refused by the returns centre and sent back to you, and can't be refunded.
  • Use a tracked service and keep your proof of postage until the refund is in your account. The parcel remains your responsibility until it reaches our returns centre; returns that are lost, damaged in transit or can't be traced can't be refunded.

4. Refunds

  • Once your return has been received and approved we issue the refund within 7 working days — and in any case within 14 days of receiving your return — to the payment method you used. Your bank or card issuer can take a further 5–10 working days to show the credit. We can't refund to a different card, account or person, and refunds are only issued after the item has been received and inspected.
  • The refund covers the price you paid for the returned item(s). Sale and promotional items are refunded at the price you actually paid, with discounts applied proportionally across the items in an order. Return postage isn't refunded, except where we've asked you to return a confirmed faulty item (section 7).
  • If you added Shipping Protection at checkout, that fee is a charge for the shipment itself and isn't refunded when an order, or part of it, is returned.
  • Items that aren't in their original condition are refunded at a reduced amount reflecting the loss in value, or declined (section 1).
  • Refunds aren't issued as store credit unless you ask for it.

5. Exchanges

We don't process exchanges. Return the original under sections 1 to 3 for a refund and place a new order — the new item is dispatched straight away rather than waiting for your return to reach us.

6. Cancelling before dispatch

Every confirmed order is passed automatically to our fulfilment centre and enters processing within minutes. For that reason an order can only be cancelled or changed within 5 minutes of being placed: email support@brindavo.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing.

After 5 minutes we're unable to stop, change or cancel the order — this also applies if you've changed your mind, found the item elsewhere or are worried about the delivery time. We'll send you our return instructions instead: you can return the item after delivery under this policy, at your own cost, to our returns centre in the United States. Refusing the parcel at the door doesn't count as a cancellation or a return (see our Shipping Policy, section 6).

7. Faulty, damaged, incomplete or incorrect

Check your order when it arrives. Every item is checked before dispatch, but if something is wrong we'll put it right. Let us know within 3 working days of the delivery date recorded by the courier, before using, installing or assembling the item, and send us:

  • your order number;
  • clear photographs: a close-up of the problem, the complete item, any product label and — for transit damage — the packaging with the shipping label. For moving parts, fittings or electrical functions, a short video helps.

A fault or error on our side means: an item that doesn't work as intended on arrival, a broken, cracked or chipped part, a missing part, fitting or item, an item that differs from your order confirmation (wrong product, size, colour or finish), or damage caused in transit. Minor cosmetic imperfections aren't faults (section 8).

We assess every claim within 2 working days against these criteria and the list in section 8. When a fault or error is confirmed, we send you a replacement free of charge — the same item, or the missing or broken part where that solves the issue. We resolve these cases with a replacement rather than a refund. If the exact item is no longer available, we'll send the same item in another colour or finish, or a comparable item of equal value, in consultation with you. You don't need to return the faulty item unless we ask you to.

Without photographs we're unable to verify a claim. Issues reported after 3 working days, or after the item has been used, installed or assembled, can't be accepted as a fault claim; the item can then be returned as a standard return under sections 1 to 3, at your cost.

8. What isn't a fault

Our products are produced in batches, with finishing partly done by hand. The characteristics below are a normal part of the product rather than faults. Items with these characteristics can be returned as a standard return (unused, at your cost, sections 1 to 3), but they don't qualify for a free return or a replacement as a faulty item:

  • Minor cosmetic marks, small scratches or slight unevenness in the finish within normal production tolerance, especially on hand-finished items.
  • Colour, shade or grain differences caused by screen settings, photo lighting or natural variation in materials such as wood, stone, rattan or ceramic glazes; minor differences in pattern placement or trim compared with the product photo.
  • Material, weight or texture that feels different from what you expected — the specifications are described on the product page.
  • Dimensions that differ by up to 2–3 cm (about 1 inch) from the product page, or between two units of the same item.
  • Items that look different in your home than in the styled product photos, or that require assembly as stated on the product page.
  • A "new product" smell from packaging, finishes or textiles that disappears after airing, and creases or folds from packaging on textile items.
  • Minor marks or dents on the outer packaging or product box when the item itself is undamaged.
  • The item doesn't fit your space or needs (section 9), you no longer need it, you ordered the wrong size, colour or variant, or you found it cheaper elsewhere.
  • Damage that occurred after delivery: wear and tear, use contrary to the instructions, cleaning with unsuitable products, heat, moisture, alterations, repairs, pets or accidents.
  • Items with seals, tags or protective films removed or packaging that can no longer be reused.

If anything is unclear, please read the product description, dimensions and specifications before ordering, or ask us — we're happy to help you choose the right item before you buy.

9. Dimensions and specifications

Every product page lists dimensions, materials and other specifications. Please measure your space before ordering; if in doubt, email us the measurements and we'll check. Items can vary by up to 2–3 cm because of the production process, and natural materials vary in colour and grain. Because this information is available before purchase, an item that doesn't fit your space or expectations isn't a fault: you can return it at your cost under sections 1 to 3 and order the right variant.

10. What can't be returned

  • Sealed hygiene items (such as bedding, pillows, personal care items and cosmetics) once the seal is broken or the packaging opened.
  • Items made to your specification or personalised.
  • Gift cards.
  • Items used, installed, assembled, altered or damaged after delivery (section 1).

11. Fair use

To keep our returns process fair for everyone, we monitor return activity. Where we see repeated returns of used items, claims that aren't supported by evidence, or returned items that differ from those purchased, we may decline the return and refuse future orders.

12. Customer service

Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within one working day.
Email: support@brindavo.com