Return & Refund Policy

 30-Day Return Policy

We gladly accept returns within 30 days of receiving the item. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. 

How to initiate a return

  • Contact Us: Before returning any items, please contact our return team at ​​
    info@brownandthompson.com to initiate the return process.
  • Return Authorisation: Once your return request is approved, you will receive a Return Authorisation (RA) number and instructions on how to return the product.
  • Package the Item: Pack the item securely in its original packaging, including any accessories if you have provided.
  • Include RA Number: Clearly write the provided RA number on the outside of the package.
  • Return Shipping: You are responsible for the cost of return shipping. We recommend using a trackable shipping service to ensure that your return is received.
  • Shipping address: You will need to ship the products to 128 City Road, London EC1V 2NX, United Kingdom
  • Restocking Fee: We charge 50 percent restocking fee on our products.

Refund Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 business days.

Non-Refundable Items

Certain items are non-refundable, including:

  1. Opened or used products
  2. Gift 

Damaged or defective items

If your parcel arrives damaged, please refuse delivery (if possible) and contact us immediately. If the damage is noticed after delivery, please email us within 24 hours at info@brownandthompson.com with photos of the damaged item and packaging for assistance.

Please provide photos of the damaged product and packaging. Your order number and a brief description of the issue. If the product arrives damaged or defective, Brown and Thompson covers the return shipping cost. A replacement product will be shipped to you at no additional shipping charge.

Exchanges

We offer exchanges within 30 days of the delivery date.

How to Request an Exchange:

  1. To request an exchange, email us at info@brownandthompson.com with your order number and details of the product you wish to exchange.

Cancellation

We allow cancellations within 24 hours (1 day). If you're unable to cancel your order within this time frame, you'll need to follow our return process.

Contact Us:

Address: 128 City Road, London EC1V 2NX, United Kingdom

Phone Number: +44 7403650919

Available Monday to Friday: 9:00 - 17:00 and Saturday to Sunday: 09:00 - 16:00 GMT (London)

Email: For any questions or inquiries, email us at info@brownandthompson.com 
We strive to respond to emails within 24-48 hours