Brora.shop values every customer’s shopping experience. If you need to return an item or request a refund, please contact us in accordance with this policy. We will review your request based on the order details and provide an appropriate resolution.
- Return Period
If you wish to return an item, please contact us to submit a return request within 30 days of receiving the product.
Return requests must be submitted within the specified timeframe. We may be unable to process requests made after this period, unless mandatory legal provisions state otherwise.
- Return Conditions
To ensure a smooth return process, items generally need to meet the following conditions:
The item remains unused or unworn;
The item is free from obvious stains, damage, or signs of use caused by the customer;
The item retains its original packaging and accessories as much as possible;
Items such as shoes, clothing, and bags remain in a condition suitable for resale;
The returned item matches the item in the original order.
We will assess the situation on a case-by-case basis if there are reasonable, minor traces of use resulting from normal trying-on or inspection.
- How to Request a Return
If you need to return an item, please contact us first; we do not recommend shipping the item back without receiving return confirmation.
We suggest including your order number, the purchased item details, the reason for the return, and relevant photos of the item in your email. We will confirm your return request based on the information provided and explain the next steps.
- Quality Issues or Order Errors
Please contact us promptly if you receive an item with obvious quality defects, the wrong item, or an item that significantly differs from the order details.
In such cases, we may ask for clear photos of the item, the packaging, and order information to verify the issue. If the issue is confirmed to be our responsibility, we will provide an appropriate solution—such as a return, exchange, or refund—based on the specific circumstances.
- Returns for Non-Quality Reasons
If you wish to return an item due to an unsuitable size, a change of preference, the style not meeting expectations, or other reasons unrelated to product quality, please ensure the item meets the return conditions outlined in this policy.
Whether the customer bears the return costs will be determined based on the specific order details and applicable return rules. Please contact customer service to confirm before submitting a return.
6. Refund Processing
Once the returned items have been received and inspected, we will process the refund based on the outcome of the review.
For orders eligible for a refund, the amount will be returned via the original payment method. After the refund request is processed, the time it takes for the funds to actually appear in your account may vary depending on the processing speed of your bank, credit card issuer, or third-party payment provider.
If the items do not meet the return criteria, we may decline the refund or offer an alternative solution based on the specific circumstances.
- Damaged or Missing Items
If the package arrives with obvious external damage, or if items are damaged or missing, please contact us as soon as possible and retain the items, packaging, and relevant shipping materials.
We may require photographs or other information to help verify the issue and determine the appropriate course of action.