Cancellation, Refunds & Returns
We understand that occasionally you can order in error or change your mind. In this instance we will happily accept an order cancellation if it has not yet been shipped.
Goods, once delivered, can be returned for a full product refund providing they are in the same condition they were received in, including all the original packaging and meet the following criteria:
Goods will only be accepted if they are brand new and unused
Packaged items will only be accepted if the whole package, including outer packaging, is returned in the condition it arrived in, we reserve the right to deduct the cost of replacing packaging if it is missing or substantially damaged.
Unsuitable goods will only be accepted if returned within 30 days of delivery
Please email firstname.lastname@example.org to arrange to cancel an order.
Once put in writing to us, we will then confirm receipt of the cancellation request by responding back within 48 working hours.
All refunds which are requested must be put in writing to us, ideally via email: email@example.com.
Once put in writing to us, we will then confirm the next steps.
Brown and Ginger shall make good by reimbursement of the whole or part of the price (and where relevant, as a deduction from any part of the price remaining unpaid) or at its option by repair or by replacement any defect developing under normal use in the goods and due solely to faulty design (except where the design is supplied by or on behalf of the buyer) faulty materials or faulty workmanship provided that:
The buyer shall be responsible for ensuring the goods are fit for the purpose for which it wishes to use them and Brown and Ginger gives no warranty (and none shall be implied) that the goods are for any particular purpose and the defect in question shall have appeared within one month of the delivery date for a full refund or within six months for repair or replacement.
If goods are received faulty or are different to what was ordered, Brown and Ginger must be informed as soon as is possible, and no more than 30 days from the point of delivery, by email to firstname.lastname@example.org - all packaging must be retained in case a return is required and items must not have been shipped on from the original delivery address.
A full refund will be given for the full amount paid for the goods usually within three working days of receipt of the goods back at Brown and Ginger (if applicable), the full postal amount will also be refunded to the Purchaser, less any express shipping paid for items which are simply unsuitable.
The company shall in no circumstances be liable to the buyer for economic loss, loss of profit, loss of business or like loss.
Please return your unwanted item, packaged as carefully as possible, including your website or Amazon order number (or the invoice included in the package) to the following address:
Brown and Ginger Returns
16F Malehurst Industrial Estate
Please ensure you get adequate insurance and a proof of postage / tracking number in case the goods get damaged or lost on the return journey.
We will usually process your refund within three working days of receipt of the goods and will contact you should there be any issues with the refund.
Should you not receive a notification of your refund within four working days please send your proof of postage along with your web order number, Amazon or eBay order number to email@example.com for further assistance as we may not yet have received your return back.
FAULTY & DAMAGED ITEMS
Whilst we take every care to ensure your item arrives with you in perfect condition, occasionally items do get damaged during transit.
Please inform us by email within 30 days of receipt if your item has been damaged during transit or has a fault, please email firstname.lastname@example.org and let us know your order number and how you'd like to proceed (i.e. would you like to have the item collected and get a refund or have it collected for a replacement).
For any faulty / damaged items, we will ask for photographs of the product and packaging to be sent prior to return - if you are able to include those in your initial email that would be very helpful in getting the problem resolved more quickly.
Please do not destroy or throw away any product or packaging, even if it’s faulty, before we have confirmed how we wish to proceed – we may be able to repair the item and re-sell as a second so as not to waste it.
If we require the item to be returned, please await confirmation from us about how to do this.