Refund policy

Overview

At Bramfords, customer satisfaction is important to us. We work closely with our suppliers and fulfilment partners to ensure products arrive as described and in good condition.

Due to the nature of many products sold through our platform, including supplier-sourced, made-to-order, specialist, and internationally fulfilled items, returns and refunds are handled on a case-by-case basis.

We encourage customers to contact us as soon as possible if an issue arises with an order so that we can work towards a fair and practical resolution.

Order Cancellations

Orders may be cancelled while they remain in the processing stage and have not yet been released for fulfilment.

To request an order cancellation, please contact us at:

Email: info@bramfords.com

Please include your order number in all correspondence.

Once an order has entered fulfilment, production, sourcing, or shipment, cancellation may no longer be possible.

Physical Returns

Customers must not return any product without prior written authorisation from Bramfords.

Return instructions, if applicable, will be provided by our support team.

Unauthorised returns may be refused and may not be eligible for a refund or replacement.

As many products are shipped directly from manufacturers, suppliers, or international fulfilment partners, return requirements may vary depending on the product and supplier involved.

Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, incomplete, or differs from what was ordered, please contact us within 7 days of delivery.

To help us assess the issue, please provide:

- Your order number
- A description of the issue
- Clear photographs of the product
- Clear photographs of the packaging
- Supporting videos where appropriate

Once reviewed, Bramfords may, at its discretion:

- Provide replacement parts
- Provide a replacement product
- Offer a partial refund
- Offer a full refund
- Provide another suitable resolution

The resolution offered will depend on the nature of the issue, product type, and supplier requirements.

Lost Shipments

An order may be considered lost if it has not been delivered within 90 days from the shipment date and tracking information does not indicate successful delivery.

If you believe your order has been lost in transit, please contact:

info@bramfords.com

We will investigate the shipment with the relevant carrier and supplier before determining an appropriate resolution.

Change of Mind Requests

Due to the nature of many products sold by Bramfords, change-of-mind returns are not guaranteed and are considered on a case-by-case basis.

Requests may be declined where:

- The product has been specially sourced
- The product has been made to order
- The product has been customised
- The supplier does not accept returns
- Return shipping is impractical or commercially unreasonable

Where a change-of-mind return is approved:

- Prior written authorisation is required
- The product must be unused and in resalable condition
- Original packaging may be required
- The customer may be responsible for return shipping costs
- Restocking fees may apply where charged by the supplier

Approval of a return request does not guarantee approval of a refund until the product has been inspected and accepted.

Non-Refundable Circumstances

Refunds will generally not be issued for:

- Change-of-mind requests that have not been approved
- Delivery delays outside our reasonable control
- Delays caused by customs processing
- Delays caused by courier operations
- Delays caused by severe weather or transportation disruptions
- Incorrect delivery information provided by the customer
- Normal wear and tear
- Damage resulting from misuse, improper installation, neglect, or unauthorised modification
- Products returned without authorisation
- Customised, bespoke, or made-to-order products

Refund Processing

Where a refund is approved, it will be issued to the original payment method used during checkout.

Please allow approximately 5–10 business days for the refund to appear in your account, depending on your payment provider or financial institution.

Warranty Claims

Many issues involving faults or manufacturing defects may be covered by our 30-Day Warranty.

For further information, please refer to our Warranty Information page.

European Union Consumer Rights

Where required by applicable law, customers located within the European Union may have additional consumer rights, including statutory withdrawal rights.

Nothing in this policy is intended to limit or exclude any rights available under applicable consumer protection legislation.

Where such rights apply, Bramfords will comply with all relevant legal obligations.

Exchanges

Bramfords does not generally offer direct product exchanges.

If you have received a damaged, defective, or incorrect item, please contact our support team and we will work with you to provide an appropriate resolution, which may include replacement parts, a replacement product, a refund, or another suitable remedy.

Customers wishing to obtain a different product may be required to place a new order.

Where a return has been approved, any refund will be processed in accordance with this Returns & Refunds Policy.

Contact Us

If you have any questions regarding this policy or require assistance with an order, please contact our support team.