Refund policy
RETURN & REFUND POLICY
Last Updated: September 2026
At Edward Brooks, we take pride in the quality and presentation of every product we offer. We want you to have complete confidence when shopping with us. If, for any reason, you are not satisfied with your purchase, you may request a return or exchange in accordance with the policy below.
1. Return & Exchange Window
We offer a 7-day return and exchange window.
You may request a return or exchange within 7 days from the date your order is delivered.
Requests received after the 7-day period may not be accepted.
To initiate a return or exchange, please contact our customer support team with your order number and reason for the request.
2. Eligibility for Return & Exchange
To be eligible for a return or exchange, the product must:
- Be unused and unworn
- Not have been washed, altered or damaged
- Be free from stains, marks, perfume, deodorant or any other signs of use
- Have all original tags and labels attached
- Be returned in its original packaging
- Include all accessories or items that were originally supplied with the order
For clothing products, we strongly recommend trying the product indoors without removing the tags to ensure the size and fit are suitable.
Products that show signs of wear, washing, alteration or misuse may not be eligible for return or exchange.
3. Products Not Eligible for Return
We reserve the right to reject a return or exchange if the product:
- Has been worn or used
- Has been washed or dry-cleaned
- Has stains, marks, odour or other signs of use
- Has been damaged after delivery
- Has been altered, modified or repaired
- Is missing its original tags or packaging
- Is returned after the 7-day return period
Products returned in an unacceptable condition may be sent back to the customer.
4. Damaged or Incorrect Product
We carefully inspect and pack our products before dispatch.
However, if you receive a product that is damaged, defective or different from what you ordered, please contact us as soon as possible.
For faster resolution, please provide:
- Your order number
- Clear photographs of the product
- Clear photographs of the packaging
- A short video, if requested by our support team
Our team will review the issue and, where the claim is found to be valid, provide an appropriate resolution such as a replacement, exchange or refund, as applicable.
5. How to Request a Return or Exchange
To request a return or exchange:
Step 1: Contact Edward Brooks customer support within 7 days of delivery.
Step 2: Provide your order number and reason for the return/exchange.
Step 3: Our support team will review your request and confirm whether it is eligible.
Step 4: Once approved, you will receive the return instructions and return address.
Step 5: Ship the product securely using a reliable courier service.
Step 6: Once the returned product is received and inspected, we will process the approved return/exchange.
6. Return Shipping
Edward Brooks currently does not provide reverse pickup for returns.
For an approved return, the customer will need to self-ship the product using a courier service of their choice to the return address provided by our customer support team.
Customers are responsible for ensuring that the returned product is packaged securely to prevent damage during transit.
We recommend keeping your courier receipt and tracking details until your return has been successfully processed.
7. Return Packaging Requirements
Please return the product in its original packaging and condition in which it was delivered.
Make sure:
- The product is properly folded and packed
- Original tags remain attached
- Product packaging is included
- The parcel is securely sealed
- The product is protected against damage during shipping
Edward Brooks will not be responsible for damage caused due to inadequate packaging during customer-arranged return shipping.
REFUND POLICY
8. Refund Eligibility
Refunds are issued only after the returned product has been received and inspected by our team.
If the product meets all return conditions, the refund will be approved and processed.
If the returned product does not meet our return requirements, the refund may be declined.
9. Refund Method
For prepaid/online orders, approved refunds will generally be processed to the original payment method used to place the order, subject to the payment gateway/banking process.
For COD orders, the applicable refund process will be communicated by our customer support team after the return is approved.
Refunds will not be processed until the returned product has been received and successfully inspected.
10. Refund Processing Time
Once your returned product has been received and approved after inspection, please allow up to 7 business days for the refund to be processed.
After the refund has been initiated, the time taken for the amount to appear in your bank account or original payment method may vary depending on your bank, card issuer or payment service provider.
Edward Brooks is not responsible for delays caused by banks or third-party payment providers after the refund has been initiated.
11. Exchange Policy
If you have received the wrong size and wish to exchange it, the product must meet all eligibility requirements mentioned above.
Exchange requests must be made within 7 days of delivery.
Exchange availability is subject to stock availability.
If the requested size or product is unavailable, our customer support team will provide the available options.
12. Size & Fit
We recommend checking the size guide before placing your order.
A change-of-mind or size-related exchange is subject to the same 7-day return/exchange window and product-condition requirements.
The product must be unused, unworn, unwashed and returned with its original tags and packaging intact.
13. Cancellation
If you wish to cancel your order, please contact us as soon as possible after placing the order.
Once an order has been processed, packed or shipped, cancellation may no longer be possible.
If the order has already been shipped, you may need to follow the applicable return process after delivery.
14. Important Notes
- Only products that meet our return conditions will be accepted.
- We reserve the right to inspect returned products before approving a return, exchange or refund.
- Returns received without prior approval may not be processed.
- Please retain your return courier tracking information until your request has been completed.
- Refunds are subject to successful verification of the returned product.
- Product colours may appear slightly different due to photography, lighting and individual screen settings.
15. Contact Us
For any questions regarding returns, exchanges or refunds, please contact our customer support team.
Brand: Edward Brooks
Email: [YOUR SUPPORT EMAIL]
Phone/WhatsApp: [YOUR PHONE NUMBER]
Return Address: Will be provided by our customer support team after return approval.
Edward Brooks
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