Returns Policy

At Brain Brand, we value our customers and want you to be fully satisfied with your purchases. If you are not completely happy with a product, we are here to help. Please review our returns policy below.

Change of Mind: You have the right to return your purchase within 14 days of receiving your order if you change your mind, as long as the items are in their original, unused condition. This includes all packaging, tags, and any accessories.
Damaged or Faulty Items: If you receive an item that is faulty or damaged, you are entitled to a full refund or replacement. Please contact us within 30 days of receiving the item to report the issue. We also require you to provide photographic evidence of the faulty item.
Incorrect Items: If you receive the wrong item, please let us know within 30 days. We will arrange for a replacement or provide a full refund.

Certain items cannot be returned, including:

Personalised or Customised Products: Items that have been personalised or customised to your specifications.
Opened Books: If the book has been opened, it cannot be returned unless faulty or damaged.
Underwear and Swimwear: Due to hygiene reasons, we cannot accept returns on underwear or swimwear unless faulty or damaged.

To initiate a return, please contact our customer service team at hello@brainbrand.co.uk with your order number, item details, photographic evidence and reason for return.
Once your return request is approved, we will provide you with instructions on how to return your item. Please ensure that items are securely packaged to prevent damage during transit.
You are responsible for the cost of returning items unless they are faulty, damaged, or incorrect.

Refunds will be processed within 14 days of receiving the returned item. Refunds will be credited, in full, back to the original payment method used at the time of purchase.
For returned items that are found not to meet our returns criteria (e.g. items are used, damaged, or do not include original packaging), we may refuse the return or offer a partial refund.

If you wish to exchange an item for a different size or colour, please contact our customer service team to check availability. If the item is available, we will provide instructions on how to proceed with the exchange.
You are responsible for the cost of returning the original item for exchange unless it is faulty, damaged, or incorrect.

This returns policy does not affect your statutory rights. Under the Consumer Rights Act 2015, you are entitled to a refund, repair, or replacement if the product is faulty, not as described, or unfit for purpose.

If you have any questions or concerns about our returns policy, please contact our customer service team: hello@brainbrand.co.uk