Return & Refund Policy

Order Exchanges

No Exchange Policy

At Brencrate, we currently do not offer direct exchanges for products. This policy exists to ensure efficient inventory management and streamlined processing of all orders. When placing an order, customers are asked to carefully review and confirm all details including:

• Product selection
• Size specifications
• Design choices
• Quantity
• Shipping address

If you receive an item and require a different size, color, or style, we recommend initiating our return process for your current item and placing a new order for the desired item.

Order Cancellations

Cancellation Window

• Orders may be cancelled within 24 hours of placement
• After this timeframe, your order likely has entered our processing workflow
• Once processing begins, cancellation is not possible

Cancellation Process

1. Email [email protected] with your order number and cancellation request
2. Include “ORDER CANCELLATION” in the subject line for fastest processing
3. A 5% cancellation fee will apply to cover administrative and processing costs
4. Confirmation of cancellation will be sent via email

Return & Refund Eligibility

Return Timeframe

• All returns must be initiated within 30 days of delivery
• After 30 days, items are considered accepted and are no longer eligible for return
• The delivery date is determined by carrier tracking information

Eligible Return Scenarios

We accept returns and provide refunds in the following situations:

1. Product Satisfaction Issues:
   • Item doesn’t fit as expected
   • Item doesn’t meet your expectations
   • You no longer need or want the item
2. Product Quality Issues:
   • Item arrives damaged or with defects
   • Item arrives broken or shattered
   • Item differs from website description in design, size, or material
   • Wrong item received

Return Condition Requirements

To qualify for a return, all items must:

• Be unworn and unwashed
• Retain all original tags attached
• Include original packaging
• Be free from any customer-caused damage or alterations
• Be free from pet hair, perfume, deodorant, or other scents/substances

Items will not be accepted for return if they:

• Show signs of wear or washing
• Have been altered or modified in any way
• Are damaged by causes other than shipping or manufacturing defects
• Are missing original tags
• Have been removed from original packaging

Return Process

Documentation Required

To initiate a return, please provide:

• Order number or shipping label/receipt
• Proof of purchase (confirmation email)
• Clear photos of the item(s) you wish to return
• Brief explanation of your return reason

Return Steps

1. Email [email protected] with the subject line “RETURN REQUEST – [ORDER NUMBER]” and include all required documentation
2. Our team will review your request and respond within 2-3 business days
3. Once approved, we’ll provide a return address and specific instructions
4. Package your return items carefully in secure packaging
5. Ship your return using a trackable shipping service
6. Email the tracking number to [email protected] with subject line “RETURN TRACKING – [ORDER NUMBER]”

Important Return Guidelines

• Do not return any items without prior approval from our support team
• Unauthorized returns may not be accepted or processed
• Returns sent to incorrect addresses will not be our responsibility
• All returns must include your order number clearly marked on the outside of the package

Return Shipping

• Customers are responsible for all return shipping costs
• Return shipping fees are not refundable
• We strongly recommend using a trackable shipping method
• Brencrate is not responsible for returns lost or damaged during transit

Refund Processing

Refund Timeline

• Returns are inspected within 1-2 business days of receipt
• Approved refunds are processed within 2 business days after inspection
• You will receive an email confirmation when your refund is processed
• Refund will include the original purchase price and initial shipping cost
• Depending on your payment method, refunds may take 10-15 business days to appear in your account

Refund Methods

Refunds will be issued to the original payment method used for purchase:

• Credit/debit card refunds: 5-10 business days processing time
• PayPal refunds: 3-5 business days processing time
• Other payment methods: processing times vary

If you haven’t received your refund after 15 business days, please:

1. Check your bank or credit card account again
2. Contact your financial institution for more information
3. Email [email protected] if you still need assistance

Important Policy Notes

1. Items can be returned within 30 days of delivery and don’t have any sub-fees, except shipping cost when you send the return package.
2. Return shipping costs are the customer’s responsibility
3. Brencrate is not liable for packages damaged or lost during return shipping
4. All return requests must be pre-approved by our Support Team
5. Refunds will not be issued for returns that don’t meet our condition requirements

Contact Information

Our customer service team is ready to assist with any questions about this policy:

• Email: [email protected]
• Response Time: Within 12-24 hours during business days
• Business Hours: Monday-Friday, 7:00 AM – 5:00 PM EST (excluding holidays)

Thank you for shopping with Brencrate. We value your business and are committed to providing exceptional service and quality products.

Last Updated: April 2025