Returns & Refunds Policy
Returns & Refunds Policy
Last updated: 11 October 2026
1. Our Returns Commitment
At Brandiny, we want customers to shop with confidence. This policy explains how to request a return, cancel an eligible online order, report a faulty product and receive a refund.
This policy applies to purchases made through the Brandiny online store and should be read alongside our Terms & Conditions.
Email: support@brandiny.shop
Telephone: +44 7304 250183
2. Your Right to Cancel an Online Order
Under UK consumer law, you generally have the right to cancel most online purchases without giving a reason.
For most goods, you must notify us of your decision to cancel within 14 days starting the day after you receive the goods. After notifying us, you generally have a further 14 days to send the goods back.
Some products and circumstances are excluded from this right under applicable law. Where an exception applies, we will explain it clearly for the relevant product.
These cancellation rights are separate from your rights when a product is faulty, damaged or not as described.
3. How to Request a Return
To start a return or cancellation:
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Email support@brandiny.shop.
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Include your order number and the name of the product you wish to return.
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Explain whether you are cancelling your purchase, returning an unwanted item or reporting a product problem.
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Follow the return instructions we provide.
You can also contact us by telephone on +44 7304 250183 if you need assistance.
Returns address: North Mount, London, N20 0PH, United Kingdom
Please contact us for return instructions before sending your parcel if the appropriate return destination is not shown on your order documentation.
4. Condition of Returned Products
Customers may handle goods as reasonably necessary to inspect their nature, characteristics and functioning, as they would in a shop.
If goods have been handled beyond what is necessary and their value has diminished, we may be entitled to deduct the corresponding loss in value where permitted by law.
Please return the product with its accessories, components and packaging where reasonably possible.
Missing packaging alone does not automatically remove your statutory rights.
5. Return Postage Costs
For a change-of-mind cancellation, customers may be responsible for the direct cost of returning goods only where the applicable legal requirements have been met, including any required prior disclosure.
Change-of-mind return postage: The client will pay the return cost of the shipping
If an item is faulty, damaged, incorrect or not as described, contact us before arranging a return. We will explain the next steps and cover or reimburse reasonable return costs where required by law.
We will not use this policy to restrict statutory consumer rights.
6. Faulty, Damaged or Incorrect Products
If you receive a faulty, damaged or incorrect item, contact support@brandiny.shop with your order number and a description of the problem.
Photographs may help us understand the issue, where appropriate.
Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction or refund.
Under UK consumer law, a consumer generally has a 30-day short-term right to reject goods that do not conform to the contract, subject to the applicable rules and exceptions. Other remedies may apply after this period.
Your legal rights remain unaffected by any voluntary returns arrangements offered by Brandiny.
7. Refund Processing
For eligible statutory cancellations, refunds must generally be issued within 14 days of the day we receive the returned goods or, where permitted, receive evidence that the goods have been sent back, whichever happens first.
We may withhold a refund until the goods have been returned or evidence of return has been provided, where the law allows.
For statutory cancellations, we will refund the price paid and the cost of the least expensive standard delivery option we offered, where required by law. Additional costs for a more expensive delivery option are not generally refundable beyond the standard delivery amount.
Refunds will normally be made using the original payment method unless you expressly agree otherwise. We will not charge a refund fee.
Your bank or payment provider may need additional time to display the refunded amount.
8. Exchanges
If you would prefer a different product, colour or size, contact our customer support team.
Exchanges depend on stock availability and may require a new order. If an exchange is not available, we will explain the available options and any statutory rights that apply.
9. Products Excluded From Certain Change-of-Mind Returns
The statutory right to cancel does not apply to every product. Depending on the circumstances, exceptions may include:
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Goods made to the customer's specifications or clearly personalised.
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Certain sealed goods that are unsuitable for return for health protection or hygiene reasons where the seal has been broken after delivery.
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Other categories specifically excluded by applicable law.
Any exception will be applied only where the legal requirements are met. These exceptions do not remove rights that may apply to faulty or misdescribed goods.
10. Orders That Have Not Yet Been Dispatched
If you wish to cancel an order before dispatch, contact support@brandiny.shop as soon as possible and include your order number.
We will attempt to stop fulfilment where possible. If the order has already been dispatched, the usual cancellation and return procedure may apply.
Your statutory rights are not affected by the stage at which you contact us.
11. Contact Us
For all return, cancellation and refund enquiries, contact:
Brandiny
Email: support@brandiny.shop
Telephone: +44 7304 250183
Address: North Mount, London, N20 0PH, United Kingdom
Returns address: North Mount, London, N20 0PH, United Kingdom
Please include your order number to help us handle your request efficiently.