Returns & Refund Policy
At Browine, we want our customers to clearly understand how returns and refunds are handled for kitchen accessories, including bowls and dishes. This policy explains the return period, item inspection, return costs, damaged or incorrect items, refunds, exchanges, and delayed refunds.
30-Day Return Window
We accept return requests within 30 days of delivery. Returns may be requested for both defective and non-defective products, subject to the conditions explained in this policy.
To start a return, please contact us by email at support@browine.shop before sending the item back. Please provide your order details and a clear explanation of the reason for your return.
Return Review & Item Condition
Before approving or completing a return, Browine may review the reason for the return and the condition of the item. Where an item is reported as damaged, defective, incorrect, or otherwise problematic, we may ask you to provide clear pictures showing the item and the issue.
Returned items may also be inspected after they are received by us. If an item was sent to the customer in proper condition but is returned damaged, used beyond what is reasonably necessary to inspect it, or in a condition different from the condition in which it was received, the return or refund may be affected depending on the circumstances and applicable consumer rights.
This review process helps us distinguish between an issue that existed when the item was delivered and damage or changes that occurred after delivery.
Proof for Damaged, Defective, or Incorrect Items
If you believe that your item is damaged, defective, or incorrect, please contact us at support@browine.shop and include clear pictures as proof of the issue.
Where relevant, please provide pictures of:
- The item received
- The damaged, defective, or incorrect area
- The packaging
- Any other information that helps us understand the issue
We will review the information before providing instructions for the next step.
Return Shipping Costs
For returns where the customer has changed their mind or where the product is non-defective and the return is not due to an error by Browine, the customer is responsible for the return shipping or return label cost.
If the wrong item was sent, or an item arrived damaged or defective due to an issue for which Browine is responsible, we will cover the applicable return label cost after reviewing and confirming the issue.
Direct Exchanges
We do not offer direct exchanges. If you would like a different item, you may return the original item in accordance with this policy and, where applicable, place a new order separately.
Restocking Fee
Browine does not charge a restocking fee for eligible returns. The restocking cost is £0.
Refund Process
Once a returned item is received, we may inspect it to confirm its condition and ensure that the return meets the applicable requirements.
If a refund is approved, it may take up to 8 business days for the refund to be processed. Depending on your payment provider or financial institution, additional time may be required before the refunded amount appears in your account.
Refunds will generally be issued using the original payment method used for the order, where applicable.
Late or Delayed Refunds
If you have received confirmation that your refund has been processed but the amount has not yet appeared in your account, please allow additional time for your payment provider or bank to complete the transaction.
If the expected processing period has passed, you may contact your payment provider for further information. You can also contact Browine at support@browine.shop, and we will review the available refund information and assist where possible.
Return Instructions
Please do not send a product back without first contacting us. Contact us at support@browine.shop with your order information and reason for the return. If pictures or additional information are required, we will let you know during the review process.
After reviewing your request, we will provide the appropriate return instructions.
Order Cancellations
If you wish to cancel an order, please contact us at support@browine.shop within 1 day of placing your order.
We will review cancellation requests based on the current order status. Once an order has entered processing or has been dispatched, cancellation may no longer be possible.
Contact Us
For questions about a return, refund, or cancellation, please contact us by email.
Email: support@browine.shop
Business Hours: Monday–Friday, 9:00 AM–5:00 PM (GMT+1)
Business Address: 129 Newlands St, Stoke-on-Trent ST4 2RG, United Kingdom