Returns, exchanges & refunds

For a change of mind, please notify us within 14 calendar days after delivery. Our voluntary return offer covers unused, unopened products with their original hygiene seals intact and packaging suitable for safe return.

Keep your order number or other proof of purchase. If a product is damaged, faulty, unsafe, expired on delivery or materially different from what was ordered, contact us even if the voluntary return window has passed. Statutory remedies are assessed under applicable law and are not limited by our account form or voluntary window.

For a voluntary change-of-mind return, opened, used, contaminated or unsealed personal-care products are normally ineligible. The statutory hygiene exception applies only where its legal conditions are met, including a qualifying sealed product that is unsuitable for return for health or hygiene reasons after unsealing. Personalized goods may have a separate exclusion disclosed before purchase. Sale items are not automatically excluded from remedies for faults. These exclusions never excuse a defect, misdescription, fulfilment error or other non-excludable right.

Tell us promptly, preferably within 48 hours of delivery, so we can investigate efficiently. Share your order number, the issue and, where reasonably available, photographs of the item, batch details and packaging. No unboxing video is required. Failure to meet the suggested reporting period does not by itself extinguish your statutory rights. Stop using an item if you believe it is unsafe and contact us for instructions; do not post a leaking or hazardous item without guidance.

Use My account → Your order → Request a return where available, or email care@brooksandoaks.com with the order number, affected items and preferred remedy. A reason helps us support you but is not required for a qualifying statutory withdrawal. We provide a return reference and the appropriate return address. For voluntary returns, wait for return instructions before posting. If a statutory time limit is approaching, send your clear cancellation notice within that period; our response time must not take away your right. Pack items securely and retain proof of posting.

For eligible change-of-mind returns, you pay the return postage unless we agree otherwise or the law provides otherwise. For a confirmed defect or our error, we provide an appropriate return solution or reimburse reasonable necessary return costs. Where an exchange is agreed, availability and any price difference are confirmed first; otherwise a refund and fresh order may be the practical solution. We will not impose store credit when a monetary refund is legally due.

We normally assess a returned item within 3 business days of receipt and explain the decision by email. Approved refunds are normally initiated within 2–5 business days, with a further estimated 5–10 business days for the payment provider or bank to reflect the credit. Mandatory deadlines override these operational estimates. Refunds go to the original payment method and currency where supported. For cash on delivery, or an unavailable original route, we agree a verified bank or other lawful refund method with the purchaser; we never ask for a card PIN, CVV, password or OTP to issue a refund.

For a voluntary change-of-mind return, outbound delivery is generally not refundable unless required by law or agreed otherwise. We refund applicable item and delivery amounts for our error, non-supply and qualifying statutory cancellations. Any lawful deduction for handling beyond what is necessary to inspect an item is explained; there is no automatic restocking or gateway fee. Your bank’s exchange-rate movement or separate charges may affect the converted amount, without reducing our obligation to refund the amount due in the transaction currency.

For a qualifying distance purchase, notify us within 14 days after receiving the goods that you wish to withdraw, without needing to give a reason, then send them back within the following 14 days. The legal exceptions, including qualifying unsealed hygiene goods, still apply. We reimburse the eligible purchase and standard outbound delivery costs; premium-delivery supplements need not be refunded. For goods, reimbursement may be withheld until receipt of the return or evidence of dispatch, whichever occurs first, where permitted. The applicable 14-day reimbursement deadline and any stronger national rights take priority over our processing estimates.

You can email: “I give notice that I withdraw from my purchase of [goods], order [number], ordered on [date] / received on [date]. Name: [name]. Address: [address]. Date: [date].” This wording is optional; any clear statement is sufficient. For a return sent by post, include the same details. Refunds use the original method unless you expressly agree another method without extra cost.

First check the original payment account, including statements and any reversal entry. If the stated timeframe has passed, email your order number and refund reference to care@brooksandoaks.com. We will trace the refund with the provider. You may also use Complaints & resolution. We will not require withdrawal of a legitimate dispute as a precondition to considering a lawful remedy.

Your statutory rights remain protected. These policies do not limit remedies that cannot lawfully be excluded under the consumer laws applicable to your purchase.