Return and Refund Policy

1. Scope

This policy applies to purchases accepted through https://brandylbx.shop for delivery to Canada. It explains our voluntary return service and how we handle defective, damaged, incorrect or misdescribed goods.

For return assistance, contact info@brandylbx.shop. Applicable provincial and territorial consumer protections take priority over any less favourable condition in this policy.

2. Our 30-Day Voluntary Return Period

You may request a return of an eligible product within 30 calendar days after delivery. Email us with your order number, the item you wish to return and a contact email address. An order confirmation or other reasonable proof of purchase can help us locate the transaction.

For this additional voluntary service, the item should be unused, unwashed, unmodified and undamaged, with the accessories and components originally supplied. Please retain product packaging where reasonably possible and package the return securely.

These conditions govern our voluntary service. They do not remove a legal remedy for goods that are defective, damaged when delivered or inconsistent with the purchase agreement.

3. Requesting Return Instructions

Email info@brandylbx.shop before sending a voluntary return. We will identify the return destination and provide an appropriate standard return method. A carrier’s sender address on the original parcel should not be assumed to be the return address.

After receiving the return instructions, please dispatch an approved voluntary return within 14 calendar days. If our provision of a label or other necessary instruction is delayed, that delay will not be held against you. Retain the shipping receipt and tracking number until your return is resolved.

4. Return Shipping Costs

For an eligible voluntary return, we provide or pay for a reasonable standard return method. We do not charge a restocking fee.

If you choose a premium return service without agreeing it with us, its additional cost may not be reimbursed unless it was reasonably necessary. Where the seller is responsible for a defective or incorrectly supplied item, necessary return costs are handled according to applicable law.

5. Voluntary Return Exclusions

Our additional 30-day service does not cover an item made to a customer’s individual specifications or clearly personalised, or a product that has been materially used, altered or damaged after delivery so that it no longer meets the voluntary return conditions.

A promotional price does not, by itself, exclude an item from our return service. An exclusion from the voluntary service never removes a statutory remedy for a product that was defective or did not conform to the agreement.

6. Inspection of Returned Goods

When a returned item reaches us, we check it against the order and the voluntary return conditions. Opening the outer delivery parcel does not, by itself, make an item ineligible.

If we believe an item does not meet the voluntary conditions, we will explain the reason and the available options. We will not impose an undisclosed flat deduction or keep a returned item indefinitely without communicating with you.

7. Defective, Damaged or Incorrect Items

If an item is defective, arrives damaged, is not the item ordered or materially differs from its contractual description, email info@brandylbx.shop. Include the order information and describe the problem. Photographs can help us investigate, but the lack of a photograph does not automatically invalidate a legal claim.

Depending on the circumstances and the law applicable to your province or territory, an appropriate remedy may include repair, replacement, cancellation, a price adjustment or a refund. An optional manufacturer’s warranty does not replace our obligations as seller or any applicable legal warranty.

8. Damage During Shipment

If the outer parcel arrives visibly damaged, keep its packaging where reasonably possible and contact us. We will investigate the circumstances with the carrier and provide the resolution required by the agreement and applicable law.

You are not required to obtain payment from our carrier or its insurer as a condition of making a valid claim against us.

9. Refund Amount and Method

Approved refunds are normally returned to the original payment method. If that method is unavailable, we will discuss a lawful alternative with you.

The refund amount reflects what you actually paid for the returned goods and any other amount that must be reimbursed under applicable law. A discount does not become an additional cash payment beyond the amount paid. We do not require you to accept store credit instead of a monetary refund to which you are entitled.

10. Refund Timing

For an approved voluntary return, we initiate the refund within seven calendar days after receiving the item and reasonably verifying that it qualifies.

If a cancellation or another statutory remedy is subject to a different mandatory reimbursement deadline, that deadline takes priority. Your bank or payment provider controls when the credit appears in your account. We will send a confirmation when the refund is initiated and assist with a missing credit enquiry.

11. Exchanges

An exchange for an available alternative may be arranged by agreement. Contact us first so that we can check availability and provide return instructions.

Discussing an exchange does not require you to surrender a refund or other remedy that applies under this policy or the law.

12. Cancelling an Order Before Dispatch

If you wish to cancel or change an order, email us promptly. We will try to stop fulfilment where possible. A parcel already in the carrier network may need to be returned.

Any cancellation rights provided by the law applicable to your distance purchase remain in effect. If you refuse delivery, please also tell us whether you intend to cancel, request redelivery or seek another remedy.

13. Late or Missing Delivery

If your goods are not delivered as agreed, contact us so that we can investigate. We will address the remedy required by the contract and applicable consumer law. In Québec, specific rules may permit cancellation of a distance contract in certain circumstances, including some delivery failures.

An internal carrier investigation does not suspend a mandatory consumer remedy indefinitely.

14. Refund Enquiries

If you have received a refund confirmation but cannot see the funds, check your payment provider’s processing information and email us with your order number. Do not send a complete card number or security code. We will provide the transaction details available to us and investigate where appropriate.

Store: brandylbx.shop
Website: https://brandylbx.shop
Returns and refunds: info@brandylbx.shop