Refund policy

Return and Refund Policy

We offer a 30-day return period. You must contact us within 30 days of receiving your order if you wish to request a return.

To request a return, email ben.brooks0664@gmail.com with:

Your name
Your order number
The product you wish to return
The reason for the return
Photographs if the product is damaged, faulty or incorrect

Please do not return an item until your return request has been approved.

Return Conditions

Unless the product is faulty, damaged or incorrect, returned items must be:

Unused and in their original condition
Returned with their original packaging, accessories and instructions
Accompanied by proof of purchase

Items returned with signs of use, damage or missing parts may have a reasonable deduction made from the refund where legally permitted.

UK Cancellation Rights

UK consumers normally have the right to cancel an eligible online purchase within 14 days after receiving it, without giving a reason.

After notifying us that you wish to cancel, you normally have another 14 days to return the goods.

This right is subject to legal exceptions, including certain personalised products, perishable items and sealed hygiene products that have been opened.

Our 30-day return period is additional to your statutory consumer rights.

Return Postage

For unwanted products or change-of-mind returns, you are responsible for the return postage unless we agree otherwise.

If a product is faulty, damaged, incorrectly described or different from the product ordered, we will provide an appropriate return solution and cover reasonable return costs.

Damaged, Faulty or Incorrect Products

Please inspect your order when it arrives.

If an item is damaged, faulty or incorrect, email us promptly at ben.brooks0664@gmail.com with your order number and clear photographs.

We will assess the issue and arrange a replacement, repair, refund or other appropriate remedy in accordance with your statutory rights.

Non-Returnable Items

Certain products cannot be returned unless they are faulty. These may include:

Personalised or made-to-order products
Perishable goods
Gift cards
Products that present a health or hygiene risk after being unsealed
Products that have been used, altered or damaged after delivery

If you are unsure whether an item can be returned, contact us before sending it.

Refunds

We will notify you after receiving and inspecting the returned product.

Approved refunds will be issued to the original payment method. We will process the refund without undue delay and normally within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been sent back.

Your bank or payment provider may require additional time to show the refund in your account.

Original Delivery Charges

When a UK consumer cancels an entire eligible order within the statutory cancellation period, the standard outbound delivery charge will be refunded where legally required.

Any additional amount paid for an enhanced or express delivery service may not be refundable.

Exchanges

The quickest way to obtain a different product is to return the original item and place a new order after the return has been approved.

Cancellation Form

You may use the following wording to cancel an eligible order:

To: The Brook Haul
Email: ben.brooks0664@gmail.com

I hereby give notice that I cancel my contract for the sale of the following goods:

Order number:

Product:

Ordered on:

Received on:

Customer name: