Refund policy

1. Right to Cancel (Change of Mind)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 calendar days from the day you (or someone you nominate) receive your goods. As part of our store policy, we extend this cancellation period to 30 calendar days. Customers may also choose to exchange the item for another product of equal value instead of requesting a refund.

We provide a prepaid return label (included in the parcel or sent by email) for all eligible returns.

Conditions for Change-of-Mind Returns

• Items must be unused, in their original packaging, and in a resellable condition.
• You must take reasonable care of the goods while they are in your possession.
• Certain items cannot be returned for hygiene or health protection reasons if unsealed after delivery (e.g. cosmetics, personal care products).
• Bespoke or personalised items are non-returnable unless faulty.

2. Faulty or Not as Described Items

If your item is faulty, damaged, or not as described, you are entitled to a full refund or replacement under the Consumer Rights Act 2015.

• You have a 30-day “short-term right to reject” faulty goods for a full refund.
• After 30 days and within 6 months, you are entitled to a repair or replacement, and if unsuccessful, a full or partial refund.
• For faulty or not as described items, we will arrange and cover the cost of return shipping.

3. Return Costs

• Change of mind: Return shipping is free. A prepaid return label is included in your package.
• Faulty or not as described: We will arrange and cover the return cost.

4. How to Return

To start a return, please contact us at: sac@brackford.co.uk

Include the following information:

• Your order number
• The item(s) you wish to return
• Reason for return

We will provide return instructions if needed. Please retain proof of postage when sending items back.

5. Refund Process

Refunds will be issued to your original payment method within 7 days of receiving the returned goods or proof of posting (whichever is sooner).

We will refund:

• The full purchase price
• The standard outbound delivery charge (if applicable) for change-of-mind cancellations

For returns where the goods have been handled beyond what is necessary to inspect them, we may deduct an amount reflecting any loss in value.

6. Model Cancellation Form

If you wish to cancel your order, you may use the form below: