Refund Policy
We want every purchase to feel right. Here's a clear guide to returns, refunds, exchanges, and the steps you can take if something isn't quite right.
Overview
At YourBrand, we want you to love every piece you order. If your purchase does not meet your expectations, you may be eligible for a return, exchange, or refund according to the terms outlined below.
Please review the eligibility requirements before sending an item back. Items must meet the applicable condition requirements for a return to be accepted.
Please note: Refund and return conditions may vary by product, promotional offer, customisation, and applicable law.
Return Eligibility
To help us process your return smoothly, returned products should generally meet the following conditions.
- The return request is submitted within the applicable return window stated for your order.
- The item is unused, unworn, unwashed, and free from damage or visible signs of use.
- Original tags, packaging, accessories, and invoices are retained where applicable.
- The product is returned in suitable condition for inspection and resale.
Usually Accepted
Unused products returned with original packaging and tags within the applicable return period.
Usually Not Accepted
Items showing signs of wear, washing, damage, alteration, or missing original components.
Non-Returnable Items
Certain products may not be eligible for return or refund because of their nature, condition, customisation, or promotional terms.
- Personalised, altered, or customised products, unless the item arrived defective or incorrect.
- Products marked as final sale or non-returnable at the time of purchase.
- Items that have been worn, washed, damaged, stained, altered, or otherwise used.
- Products returned without required tags, accessories, or original packaging where applicable.
For hygiene, customisation, or product-specific reasons, certain categories may have different return conditions. Please check the product page before placing your order.
Return Process
Returning an item is designed to be simple. Follow these general steps to start your request.
Request
Contact us through the available support channel and share your order details and reason for return.
Review
Our team reviews the request and confirms whether the item is eligible for return.
Return
Follow the return instructions provided by our team and send the eligible product.
Refunds
Once the returned item is received and inspected, we will notify you of the outcome of your refund request.
Approved refunds are generally processed back to the original payment method used for the purchase, unless another method is required or agreed upon.
- Refunds may be issued only after the returned product passes the applicable inspection.
- The amount refunded may exclude non-refundable charges where applicable.
- Your bank or payment provider may require additional processing time before the amount appears in your account.
Important: We recommend keeping your return tracking information until your refund has been completed.
Exchanges
Exchange availability depends on the product, stock availability, and the reason for the exchange request.
- Exchanges may be available for eligible size or product issues.
- Replacement items are subject to stock availability.
- Items must meet the same condition requirements that apply to returns.
- Certain sale, customised, or promotional items may not qualify for exchange.
Refund Timeline
Processing times can vary depending on the return, inspection, courier, bank, and payment provider.
Return Request
Submit your return or exchange request through our support process.
Product Received
The returned item is received and checked against the applicable return conditions.
Refund Processed
Once approved, the refund is initiated to the applicable payment method.
Amount Reflected
Your bank or payment provider may take additional time to reflect the amount.
Contact Us
Need help with a return, refund, exchange, or order issue? Our support team is here to assist.
returns@yourbrand.com
Customer Support
Mon–Sat · 10:00 AM – 7:00 PM
Let's make it right.
Whether you have a question about a return, refund, exchange, or order, our team is here to help you through the process.
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