RETURN & REFUND POLICY — BROOKE'S STERLING SWAN

Important Information Please read this policy carefully before submitting a return request. At Brooke's Sterling Swan, we do our best to support all our customers, but returns can only be accepted under the specific conditions outlined below. Exceptions are only made in cases of clear manufacturing defects or shipping errors on our part.

Returns: Eligibility & Timeframe

  • Return Window: You have 30 days from the date your order is delivered to request a return. Unfortunately, we are unable to offer refunds or exchanges after this 30-day period has passed.

  • Condition of Items: To qualify for a return, items must be unused, unworn, free from odors or signs of wear, and in their original packaging with all labels still attached. For items where hygiene is a factor, we require the product to be clean before a return request is initiated.

Non-Returnable Items For hygiene and safety reasons, we cannot accept returns for the following categories:

  • Underwear and lingerie

  • Items that have been worn or washed

  • Items returned without original tags or packaging

Damage Due to Personal Use Brooke's Sterling Swan is not responsible for damage caused by improper use, negligence, or general wear and tear. Only issues directly resulting from a manufacturing defect fall under our exception policy.

How to Start a Return To request a return, please email our support team at: 📩 info@brookessterlingswan.com

Please include the following in your email:

  1. Your order number

  2. The reason for your return

  3. A photo of the item (required if the item is damaged or incorrect)

  4. Your full contact information

Please note that returns sent without complete information may experience processing delays.

Refunds

  • Processing: Once your return arrives at our facility and passes inspection, you will receive an email confirming the approval or rejection of your refund.

  • Timeline: Approved refunds are processed within 30 days and issued to your original method of payment.

  • Missing Refunds: If you haven't received your refund after 30 days, please check your bank account again and contact your payment provider. If the issue remains unresolved, reach out to us at info@brookessterlingswan.com.

Return Shipping Costs Return shipping costs are the responsibility of the customer.

  • We strongly recommend using a trackable shipping method.

  • We cannot issue refunds for returns that are lost in transit.

  • Please be aware that returns are processed internationally. Shipping costs typically start at $25, which is paid by the customer.

  • The correct return address will be provided to you once your request is approved.

Refused Deliveries If a shipment is refused at the time of delivery, the package is often not returned to our warehouse and may be lost. For this reason, we are unable to issue refunds for any order that is refused at delivery.

Defective or Incorrect Items If you receive an item that is defective or incorrect, we will send a replacement at no cost to you. If the issue occurs again with the replacement shipment, you will then receive a full refund. Please contact us within 7 days of delivery for a fast resolution.

Order Cancellation Our orders are processed automatically to ensure fast delivery. Therefore, we cannot guarantee a cancellation after 30 minutes of placing your order. If cancellation is no longer possible, the order must be treated as a standard return once delivered.

Questions? Our team is here to help you. For any questions or additional support, please contact us at: 📩 info@brookessterlingswan.com