Refund Policy

Returns & Cancellation Policy

Brooks and Avery London

Brooks and Avery London produces limited collections and operates under UK and USA consumer protection standards. This policy explains how cancellations, returns, refunds, and product concerns are handled while preserving your statutory rights.

By placing an order, you confirm that you have read, understood, and accepted this policy in full.

For assistance: info@brooksandevery.com

Product Representation & Expectation Disclaimer

Product photography is taken in professional studio conditions to showcase styling and presentation. Lighting, fabric drape, camera angles, body proportions, posture, and undergarments may influence how a garment appears online.

The actual appearance when worn may vary depending on individual body shape and styling. Minor differences in color tone, transparency, corset structure, drape, embellishment placement, visible stitching, or fabric behavior are normal production characteristics.

These variations are not considered defects. Subjective fit perception or personal quality expectations do not classify a product as faulty.

Manufacturing Tolerance & Quality Clarification

Garments are produced through large-scale manufacturing processes. The following are considered acceptable tolerances and do not qualify as defects:

Loose threads
Raw hems
Minor seam irregularities
Variations in handmade embellishments
Slightly uneven finishing
Measurement tolerance of 1–3 cm

These characteristics do not affect wearability and are not classified as manufacturing faults. Only structural damage that prevents normal use qualifies as a verified defect under UK consumer standards.

Order Cancellation Window

Orders may be canceled free of charge within 1 hour of purchase. After this period, orders enter fulfillment processing and cannot be stopped before delivery for logistical reasons. This operational window does not replace statutory return rights.

Legal Cooling-Off Right (Distance Selling)

Under UK distance selling regulations, customers may cancel an online purchase within 30 days of confirmed delivery.

To exercise this right:

A return request must be submitted through the official return portal within 30 days.
Items must remain unused and in resellable condition.
Original tags and packaging must be intact.

Cooling-off cancellations are issued as 100% store credit. Return shipping costs are the customer’s responsibility.

Mandatory Return Portal

All returns must be requested and authorized via our official return portal. Returns sent without portal approval may be refused and returned to the sender.

Return Shipping Responsibility

By requesting a return, the customer accepts responsibility for all return shipping charges. Brooks and Avery London does not control courier pricing and does not reimburse change-of-mind return shipping. Tracked shipping is strongly recommended; we are not responsible for returns lost in transit.

Inspection & Condition Requirements

All returned items are inspected upon arrival. Items showing signs of wear, washing, perfume, smoke, makeup, stains, alterations, or missing components may be refused or subject to a value deduction depending on condition.

No Exchanges

We do not offer exchanges. Customers must return eligible items and place a new order if a different size or style is required.

Delivery Disclaimer

Our usual delivery timeframe is 5–10 working days, but delays may occur due to courier operations, customs, or weather. Delivery timelines are estimates only and are not guaranteed. Delivery delays do not qualify as grounds for refunds.

Sale & Promotional Items

Sale items are subject only to the statutory 30-day cooling-off period (for 100% store credit). Outside this period, discretionary resolutions may include a partial refund (up to 30%) or store credit without requiring a return.

Faulty or Incorrect Items

If an item arrives structurally faulty:

Submit a request via the portal within 7 days of delivery.
Provide clear photo and video evidence.
The standard first resolution is a replacement. A refund is only issued if a verified replacement also fails.

Hygiene Restrictions

For hygiene reasons, bodysuits, lingerie, swimwear, and items with removed hygiene seals cannot be returned once opened.

Delivered but Missing Parcels

If tracking confirms delivery, customers must first contact the courier to open an investigation. Check neighbors and safe locations before reporting. Final resolution depends on courier findings.

Undeliverable or Refused Orders

Orders returned due to refusal, incorrect address, or failure to collect may be refunded as store credit minus a 25% handling fee. Shipping costs are non-refundable.

Abuse Prevention

We reserve the right to refuse service in cases of excessive return behavior, suspected fraud, or chargeback abuse.

Policy Updates

The version in effect at the time of purchase governs the order. Brooks and Avery London may update this policy at any time.