At House of Brokneg, we want you to be happy with your purchase. If you receive a product that is damaged, defective, incorrect, or otherwise qualifies under this policy, you may request a return or exchange.
This policy applies to purchases made directly through our website.
1. Return & Exchange Window
You may request a return or exchange within 7 days of receiving your order.
To be eligible:
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The product must be unused and unworn.
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The product must be in its original condition.
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Original tags and packaging should be intact.
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The product must not have been washed, altered, damaged, or stained.
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You must provide the order details and any information required to process the request.
2. Items Not Eligible for Return
Returns or exchanges may not be accepted if:
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The product has been worn or washed.
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Tags have been removed.
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The product has been altered or damaged after delivery.
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The product has stains, marks, odors, or other signs of use.
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The return request is made after the applicable return period.
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The item was purchased under a promotion that specifically states it is non-returnable or non-exchangeable.
Certain products may have different return conditions. Any such conditions will be mentioned on the relevant product page or at checkout.
3. Damaged, Defective or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact us as soon as possible at:
Please include:
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Order number
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Product name
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Description of the issue
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Clear photographs/videos showing the issue
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Photos of the packaging where relevant
We may review the submitted information before approving a return, replacement, exchange, or refund.
4. Exchange
If you want to exchange an eligible product for another size or eligible variant, please contact us within 7 days of delivery.
Exchange requests are subject to product availability.
If the requested replacement is unavailable, we may offer another applicable resolution, such as a refund or store credit, depending on the circumstances and applicable policy.
5. Refunds
Once an approved return is received and inspected, we will process the applicable refund.
Refunds may be issued to the original payment method or through another applicable method.
The time taken for the refunded amount to appear in your account may depend on your bank, card issuer, payment gateway, or other payment provider.
Shipping or other charges may be non-refundable where applicable, except where a refund is required because of a defective, damaged, incorrect, or otherwise qualifying product.
6. Return Shipping
If the return is due to a wrong, damaged, or defective product received from us, we will provide an appropriate resolution in accordance with the circumstances.
For returns due to size, change of mind, or other customer-requested reasons, return shipping arrangements or charges may apply as specified by us at the time the return is approved.
7. Return Process
To initiate a return or exchange:
Step 1: Email us at houseofbrokneg@gmail.com with your order number and reason for the request.
Step 2: Provide photographs/videos if requested.
Step 3: Wait for confirmation and return instructions from our team.
Step 4: Pack the product securely with its original tags and packaging.
Step 5: Send or hand over the package according to the return instructions provided by us.
Do not send a product back without receiving return instructions from our team.
8. Refund for Undelivered or Cancelled Orders
If an order is cancelled or cannot be fulfilled after payment has been received, any applicable refund will be processed through the relevant payment method.
Where an order is returned to us because of an incorrect or incomplete address, failed delivery attempts, or refusal to accept the shipment, any refund or re-shipping arrangement will be handled based on the circumstances and applicable policy.
9. COD Orders
For Cash on Delivery orders, no refund can be issued for an amount that was never collected.
If a COD order qualifies for a refund after payment has been made, we may require valid bank or payment details to process the refund.
10. Order Cancellation
If you wish to cancel an order, contact us as soon as possible at:
Cancellation may not be possible once an order has been processed, packed, or shipped.
11. Inspection of Returned Products
All returned products may be inspected before an exchange or refund is approved.
If the returned product does not meet the conditions of this policy, we may reject the return or exchange.
Where applicable, we may contact you regarding the issue before taking further action.
12. Consumer Rights
Nothing in this policy is intended to remove or restrict any rights or remedies available to consumers under applicable law.
For e-commerce businesses in India, the Consumer Protection (E-Commerce) Rules, 2020 contain requirements concerning consumer interests and, in specified circumstances, return/refund obligations. (Consumer Affairs)
13. Contact Us
For all return, exchange, cancellation, or refund requests:
House of Brokneg
Email: houseofbrokneg@gmail.com