Refund policy
Returns & Refunds Policy
At Brimholm we want you to be happy with everything you buy from us. If something isn't right, this policy explains how to return it and what you are entitled to.
Nothing in this policy affects your statutory rights under UK consumer law.
Your 14-day right to cancel (Consumer Contracts Regulations 2013)
If you are buying as a consumer, you have a legal right to cancel your order for any reason within 14 days of the day you (or someone you nominate) receive the goods. If your order is delivered in several instalments, the 14 days start from the day you receive the last item.
To cancel, tell us clearly before the 14 days are up — by email at support@brimholm.store , or using the cancellation form at the end of this policy. Simply sending the goods back without telling us is not enough.
Once you have told us you are cancelling, you have a further 14 days to send the goods back to us.
Condition of returned goods
Items sent back to us must be:
- unused and in their original condition;
- in their original packaging, with any labels or tags still attached;
- complete, including any free gifts or accessories supplied with them.
You may inspect and handle an item as you would in a shop. If the item's value is reduced because you handled it more than that, we may deduct a reasonable amount from your refund.
Items we cannot accept back
Some items are excluded from the right to cancel by law. We cannot accept returns of:
- sealed goods that are not suitable for return for health protection or hygiene reasons, once the seal has been broken (for example, earrings, underwear, cosmetics);
- goods made to your specification or clearly personalised;
- goods that deteriorate or expire rapidly;
- sealed audio, video recordings or software once unsealed;
- digital downloads, once the download has started and you have agreed to lose your right to cancel;
- gift cards.
This exclusion does not apply if the item is faulty, damaged, or not as described — in those cases, see section 6.
How to return an item
- Email support@brimholm.store with your order number and the item(s) you want to return.
- We will reply within 2 business days with return instructions and our return address.
- Pack the item securely — ideally in its original packaging.
Who pays for return postage
- Change of mind / cancellation: you pay the cost of returning the goods to us.
- Faulty, damaged, incorrect, or not as described: we pay. We will either send you a prepaid label or refund your reasonable postage cost — please keep the receipt.
Refunds
Once we receive your return and check it, we will email you to confirm.
Timing. We will issue your refund within 14 days of receiving the goods back (or, if earlier, within 14 days of you providing proof that you have sent them). Your bank or card issuer may take a further 3–10 business days to show the money in your account.
Method. Refunds are made to the original payment method. We cannot refund to a different card or account.
Delivery costs. If you cancel your whole order, we refund the standard delivery charge you paid to receive it. If you chose a premium or express delivery service, we refund only the amount of our cheapest standard option. If you return only part of an order, delivery charges are not refunded.
Deductions. We may reduce your refund to reflect any loss in the value of the goods caused by handling beyond what is necessary to establish their nature and characteristics.
Faulty, damaged or incorrect items (Consumer Rights Act 2015)
Goods we sell must be of satisfactory quality, fit for purpose and as described.
If your order arrives damaged, please tell us within 48 hours of delivery with photos of the item and the packaging where possible. This helps us claim from the carrier, but it does not limit the statutory rights described above.
Exchanges
We do not process direct exchanges. The fastest way to get the item you want is to return the original for a refund and place a new order.
Cancelling before dispatch
If your order has not yet been dispatched, email support@brimholm.store as soon as possible and we will cancel it and refund you in full. Once an order has been dispatched, please follow the returns process above.
Contact
Brimholm
Email: support@brimholm.store
Address: NEXT LEVEL BR LTD
Company No. 16720706
13 Unit 155047, Courier Point
13 Freeland Park, Wareham Road
Poole, Dorset
BH16 6FH
United Kingdom