Refund policy

 

This Return and Refund Policy explains the cancellation and return arrangements for purchases from brownskitchen.shop. It applies in addition to, and does not replace or restrict, rights available to consumers under applicable law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your right to cancel an online purchase

If you are a consumer and buy eligible goods online, you may cancel without giving a reason. The cancellation period ends 14 days after the day on which you, or a person you nominate other than the carrier, takes physical possession of the goods. If one order contains several goods delivered separately, the period ends 14 days after the day the last item is received. For goods delivered in multiple lots or pieces, it ends 14 days after the last lot or piece is received.

To exercise the right to cancel, send a clear statement to info@brownskitchen.shop before the cancellation period expires. Include your name, order number, the goods concerned and the date received. You may use the model cancellation wording below, but you are not required to do so.

“I give notice that I cancel my contract for the sale of the following goods: [identify the goods]. Ordered on: [date]. Received on: [date]. Customer name: [name]. Customer address: [address]. Date: [date].”

Returning cancelled goods

After telling us that you are cancelling, you must send the goods back without undue delay and no later than 14 days after the day you communicated cancellation. Contact info@brownskitchen.shop before sending anything so we can provide the correct return instructions and destination for the relevant product. A return sent to an unauthorised or incorrect location may be delayed.

Unless the goods are faulty, damaged, misdescribed, or we have agreed otherwise, you are responsible for the direct cost of returning goods following a change-of-mind cancellation. Use a suitable tracked service and retain proof of sending. You remain responsible for taking reasonable care of the goods until they are returned.

You may examine goods as you reasonably could in a shop. We may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. This does not permit deductions for ordinary inspection.

Refund timing and method

For a valid cancellation, we will refund all payments received for the cancelled goods. Standard delivery is free, so no delivery charge arises to refund. If a paid enhanced delivery option is offered in a particular transaction, any required delivery refund will be limited to the cost of the least expensive standard delivery method offered.

We will make the refund without undue delay and no later than 14 days after the earliest of: the day we receive the goods back; the day you provide evidence that you sent the goods back; or, where no goods were supplied, the day we are informed of the cancellation. We may withhold the refund until we receive the goods or evidence of return, whichever occurs first.

Refunds are made using the same payment method used for the original transaction unless you expressly agree otherwise. You will not be charged a fee by us for receiving the refund. Your bank or payment provider may require additional processing time before the funds appear.

Goods excluded from change-of-mind cancellation

The statutory cancellation right does not apply in certain cases, including:

goods made to the customer’s specifications or clearly personalised;
goods liable to deteriorate or expire rapidly;
sealed goods not suitable for return for health protection or hygiene reasons once unsealed;
sealed audio, video or computer software once unsealed;
goods that, after delivery, become inseparably mixed with other items; and
other goods or contracts excluded by applicable law.

An exclusion from the change-of-mind right does not remove legal remedies where goods are faulty, unsafe, misdescribed or otherwise fail to conform to the contract.

Faulty, damaged or incorrect goods

Goods must be of satisfactory quality, fit for their normal purpose and any particular purpose made known and accepted, match their description and correspond with any sample or model where applicable. If goods do not conform, contact info@brownskitchen.shop promptly with the order number, a description of the issue and, where reasonably possible, photographs or video.

For goods rejected within the statutory short-term right to reject, which is generally 30 days from delivery subject to legal rules for perishable goods and other circumstances, an eligible consumer may be entitled to a refund. Where the short-term right has expired, repair or replacement will normally be considered first. If repair or replacement is impossible, unsuccessful, not provided within a reasonable time or causes significant inconvenience, the customer may have a right to a price reduction or final rejection. Nothing in this policy shortens the period during which statutory remedies may be available.

If we confirm that goods are faulty, damaged on delivery, misdescribed or incorrect, we will bear reasonable return costs and provide the remedy required by law. Do not dispose of an item unless we confirm in writing that disposal is appropriate.

Delivery damage and missing items

Please inspect the order promptly after delivery. Reporting visible damage, missing parts or an incorrect item soon after receipt helps us investigate with the carrier, but a delay in reporting does not automatically remove statutory rights. Keep the goods, packaging and shipping label until we have advised you what to do.

Exchanges

We do not guarantee direct exchanges. Where an exchange is available, we may arrange it by agreement. Otherwise, return an eligible item under this policy and place a separate order for the preferred item.

Orders not collected or refused

Refusing delivery or failing to collect a parcel does not always constitute a clear notice of cancellation. To avoid delay, email info@brownskitchen.shop. Reasonable costs arising from an unjustified refusal or failure to collect may be recoverable only where permitted by law and clearly applicable.

How to contact us

Email all cancellation, return and refund requests to info@brownskitchen.shop. We may ask for information reasonably necessary to verify the order and prevent fraud. We will not require information unrelated to the request.