Refund & Return Policy

At By Bramleigh, we aim to provide a transparent and straightforward shopping experience.

Please read this policy carefully before placing an order. Nothing in this policy affects your statutory rights under UK consumer law.

1. Change-of-Mind Returns

You have 30 days from the date you receive your order to tell us that you wish to cancel or return it.

After notifying us, you must send the item back within a further 30days.

You do not need to provide a reason for cancelling your order, although your feedback may help us improve our products and service.

2. Return Conditions

To receive a full refund, returned items should be:

• Unused, unworn and undamaged

• In their original condition

• Returned with all original labels and packaging, where reasonably possible

• Sent back within 30 days of notifying us of the return

You may inspect and try on an item in the same way that you would in a shop.

We may make a reasonable deduction from your refund if the item’s value has been reduced because it was handled beyond what was necessary to check its fit, nature, characteristics or condition.

3. Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if an item is:

• Faulty

• Damaged

• Incorrect

• Not as described

• Missing from your order

Please email support@bybramleigh.com and include:

• Your full name

• Your order number

• A brief description of the issue

• Clear photographs of the item and packaging, where appropriate

Where the item is faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with your statutory rights. This may include a refund, repair or replacement, depending on the circumstances.

By Bramleigh will cover reasonable return postage costs for faulty, damaged or incorrectly supplied items.

We recommend contacting us within 30 days so that we can investigate promptly. However, this request does not limit your statutory rights, including the short-term right to reject qualifying faulty goods within 30 days.

4. Items That Cannot Be Returned

The right to cancel may not apply to:

• Personalised, customised or made-to-order products

• Sealed goods that are not suitable for return for health-protection or hygiene reasons once the seal has been removed

• Items that have been altered at your request

• Items damaged through misuse, neglect or improper care

Underwear, shapewear, bras and similar hygiene-sensitive products may only be returned where any hygiene seal remains intact, unless the item is faulty.

These exclusions do not affect your rights where an item is faulty, damaged, incorrect or not as described.

5. Return Postage

For change-of-mind returns, customers are responsible for the direct cost of returning the item.

We recommend using a tracked postal service and keeping your proof of postage until your refund has been completed.

By Bramleigh cannot accept responsibility for return parcels that are lost or damaged before reaching the authorised return address.

Where an item is faulty, damaged, incorrect or not as described, we will cover reasonable return postage costs or provide a prepaid return method where available.

We do not charge a restocking fee for a valid return or cancellation.

6. Return Address

Please contact our customer service team before sending your return so that we can provide the correct return instructions and authorised return address.

Do not return items to our registered business address unless our customer service team specifically instructs you to do so.

Returns sent to an unauthorised address may be delayed or may not reach the correct returns facility.

7. How to Start a Return

To request a return, email support@bybramleigh.com with:

• Your full name

• Your order number

• The item or items you wish to return

• The reason for the return, where applicable

• Your delivery address

• Clear photographs if the item is faulty, damaged or incorrect

Our customer service team will usually reply within 12–24 hours on working days and provide the relevant return instructions.

Your statutory right to cancel is not dependent on us approving your reason for return. However, you must clearly inform us of your decision to cancel within the applicable 14-day period.

8. Order Cancellations

You may request an order cancellation at any time before dispatch by contacting support@bybramleigh.com.

We will try to stop the order before it leaves our fulfilment facility, but this cannot be guaranteed once processing has begun.

If your order has already been dispatched, you may still exercise your right to cancel by notifying us within 30 days after receiving it and returning it in accordance with this policy.

No cancellation or restocking fee will be charged for exercising your statutory cancellation rights.

9. Refunds

Once we receive your return, we will inspect it and notify you of the outcome.

Approved refunds will be issued:

• To the original payment method

• Without unnecessary delay

• No later than 30 days after we receive the returned goods or valid evidence that they have been sent back, whichever occurs first

We may withhold the refund until we receive the goods or evidence that they have been returned.

After we issue the refund, your bank or payment provider may require additional time to credit the funds to your account.

10. Delivery Charges

By Bramleigh offers free standard delivery where stated on the website.

When an entire order is cancelled under your statutory cancellation rights, any eligible standard outbound delivery charge will be refunded.

If you selected a more expensive or upgraded delivery option, we are only required to refund an amount equal to the least expensive standard delivery option available at the time of purchase.

When only part of an order is returned, the original delivery charge will not normally be refunded unless the returned item was faulty, damaged, incorrect or not as described.

11. Promotional Discounts and Bundle Offers

If your order was purchased using a promotional discount, bundle offer or minimum-spend promotion, returning part of the order may affect the discount applied.

Where the remaining items no longer meet the promotion’s clearly stated conditions, the refund may be adjusted to reflect the correct price of the items you keep.

Any adjustment will be made according to the promotional terms displayed when the order was placed.

12. Store Credit

In some circumstances, we may offer store credit as an alternative resolution.

You are not required to accept store credit where you are legally entitled to a monetary refund.

Store credit:

• Will only be issued with your agreement

• Cannot usually be exchanged for cash

• Is subject to any validity period clearly communicated when it is issued

13. Failed Delivery or Incorrect Address

Customers are responsible for providing a complete and accurate delivery address at checkout.

If an order cannot be delivered because the address provided was incomplete or incorrect, or because the parcel was not collected, it may be returned to us.

Once the parcel has been returned, we may:

• Arrange redelivery after the correct address is confirmed

• Ask the customer to pay any reasonable additional delivery costs caused by the incorrect address or failed collection

• Process a refund where applicable

Any refund will be handled in accordance with your statutory rights and this policy.

14. Refused and Unclaimed Parcels

Refusing a parcel or failing to collect it does not automatically complete a valid cancellation request.

Please contact us directly to confirm that you wish to cancel your order.

Once the parcel has been returned to us, any applicable refund will be processed in accordance with this policy. Reasonable costs caused by an unsuccessful delivery may be deducted only where legally permitted and clearly communicated.

15. Exchanges

We do not guarantee direct exchanges.

Where an exchange is unavailable, you may return the eligible item for a refund and place a new order for the preferred product or size.

Faulty or incorrectly supplied items may be replaced where appropriate and subject to availability.

16. Policy Updates

By Bramleigh may update this policy to reflect changes to our services, business practices or legal obligations.

Updates will take effect when published on our website. Changes will not reduce rights that already applied to an order placed before the updated policy was published.

17. Contact Information

For questions, cancellations or return requests, please contact:

Shop name: By Bramleigh
Company name: By Bramleigh LTD
Email: support@bybramleigh.co

Customer service hours:
Monday to Friday, 9:00 am to 5:00 pm UK time

Our customer service team will usually respond within 12–24 hours on working days.

Business address:
66 Victoria Road Exmouth, Devon LJ23 1DL United Kingdom

Please do not send returns to this address unless instructed to do so by our customer service team.