At branditnow.co.uk, we want you to be completely satisfied with your print and embroidery products. We understand that occasionally, issues may arise, and you may need to return an item. This Returns Policy outlines our guidelines and procedures to ensure a smooth and hassle-free return process.

1. Eligibility for Returns:

   • We accept returns for items that are defective, damaged, or not as described.
   • Due to the personalised nature of our products, we are unable to accept returns for items that have been customised with specific designs, logos, or text, unless the item is defective or damaged.

2. Notification and Timeframe:

   • If you believe you have received a defective or damaged item or an item that does not match the description, please contact our customer support team within 28 calendar days from the date of delivery.
   • To initiate a return, provide us with your order number, a detailed description of the issue, and any supporting evidence, such as photographs, if applicable.
   • Failure to notify us within the specified timeframe may result in your return request being denied.

3. Return Authorisation:

   • Once we receive your return request, our customer support team will assess your case and provide you with further instructions, including whether a return authorisation is required.
   • If a return authorisation is granted, we will provide you with a return shipping label or other instructions on how to return the item.

4. Return Condition and Packaging:

   • To be eligible for a return, the item must be in its original condition, unworn, unwashed, and with any tags or labels still attached.
   • Please ensure that the item is securely packaged to prevent damage during transit. We recommend using the original packaging if possible.

5. Return Shipping Costs:

   • If the return is due to a defect, damage, or an error on our part, we will cover the return shipping costs. We will provide you with a prepaid return shipping label or arrange for a courier to pick up the item.
   • If the return is not due to a defect, damage, or an error on our part, the customer is responsible for the return shipping costs.

6. Refunds and Store Credit:

   • Once we receive and inspect the returned item, we will notify you of the status of your refund.
   • If eligible, refunds will be processed using the original payment method within 7 business days.

7. Non-Returnable Items:

   • The following items are non-returnable:
     • Customised items that do not have defects or damage.
     • Items that have been used, washed, or altered from their original condition.
     • Items that are returned without prior authorisation.

8. Exchange Policy:

   • We currently do not offer direct exchanges. If you wish to exchange an item, please follow the return process outlined above and place a new order for the desired item.

Please note that this Returns Policy applies to online purchases made through our website. If you have made a purchase through a third-party retailer or distributor, their returns policy and procedures may differ.

We strive to provide exceptional products and service, and we will do our best to address any concerns or issues you may have. If you have any questions or need further assistance, please contact our customer support team. Thank you for choosing branditnow.co.uk, and we appreciate your understanding and cooperation in adhering to our Returns Policy.