Refund & Return Policy

At BRACKEN QUAY LTD, we want our customers to shop with confidence. If you are not completely satisfied with your purchase, please review our refund and return guidelines below.

30-Day Return Policy

We accept returns of eligible products within 30 days of delivery.

For returns requested after the statutory 14-day cancellation period, items must meet the following conditions:

  • Items must be unworn, unwashed, and in their original condition.
  • Original tags and labels must remain attached.
  • Items must be free from stains, damage, perfume, or signs of use.
  • Proof of purchase or an order number must be provided.

This additional return period does not affect your statutory consumer rights.

Right to Cancel

Under applicable UK consumer protection laws, customers purchasing online generally have the right to cancel their order within 14 days of receiving the goods, without providing a reason.

To exercise this right, please contact us by email within the 14-day period. You must then return the goods within 14 days of notifying us of your cancellation.

Customers may inspect items as they would in a physical store. However, deductions may apply if items have been handled beyond what is necessary to establish their nature, characteristics, and functioning.

How to Request a Return

To request a return, please follow these steps:

  1. Email [email protected] with your order number and the item you wish to return.
  2. Our customer service team will provide return instructions and the appropriate return address.
  3. Package the item securely and return it according to the instructions provided.

Please contact us before sending any items back. Do not send returns to our registered business address unless instructed.

Refund Processing

Once your return has been received and assessed, we will notify you of the refund status.

Approved refunds will be issued to the original payment method.

For returns made under the statutory cancellation right, refunds will be processed within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

The refund will include the original standard delivery charge, where required by law. Additional charges for upgraded or express delivery are not refundable.

For voluntary returns outside the statutory cancellation period, original delivery charges are generally non-refundable unless the item is faulty or incorrect.

Your bank or payment provider may require additional processing time before the refund appears in your account.

Return Shipping Costs

For change-of-mind returns, customers are responsible for return shipping costs unless otherwise agreed.

If you receive an incorrect, faulty, or damaged item, BRACKEN QUAY LTD will cover reasonable return shipping costs or arrange an appropriate return method.

We recommend using a tracked shipping service when returning items.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible at [email protected].

Where possible, include your order number, a description of the issue, and photographs.

We will review the issue and arrange an appropriate remedy, such as a replacement, repair, or refund, in accordance with applicable UK consumer law.

Nothing in this policy limits your statutory rights regarding faulty or misdescribed goods.

Non-Returnable Items

Certain products may be excluded from change-of-mind returns where permitted by law, including:

  • Personalized or custom-made products.
  • Sealed hygiene-sensitive products where the seal has been broken after delivery.
  • Gift cards, where applicable.

These exclusions do not affect your rights if goods are faulty, damaged, or not as described.

Order Cancellation

If you wish to cancel an order before dispatch, please contact us as soon as possible.

If your order has already been shipped, you may request a return in accordance with this policy and your statutory cancellation rights.

Contact Us

For any refund, return, or order-related questions, please contact us:

BRACKEN QUAY LTD

Email: [email protected]

Phone: +44 79 805 07974

Registered Address:

UNIT 7 NO 510 MONSALL ROAD
MANCHESTER
UNITED KINGDOM M40 8WN

We aim to handle all return and refund requests fairly and promptly.