Refund policy

Returns & refunds

We want you to feel confident shopping with Brovale. For cancellations, returns or a problem with your order, email rtutton94@hotmail.com with your order number and the items concerned. Brovale remains your point of contact even when an item is dispatched by a supplier.

Changing your mind

For most online purchases, you can cancel from the time you place your order until 14 days after the day you receive your goods, without giving a reason. For a single order delivered in separate parts, this period starts after you receive the last item. Tell us clearly by email that you wish to cancel, then return the goods within a further 14 days.

Contact us for the correct return address, as items may need to go to different suppliers. Asking for instructions does not remove your right to cancel. Do not send goods to a dispatch address without checking with us first.

Return costs and condition

You pay the direct cost of returning an unwanted item unless we agree otherwise. For items that cannot normally be returned by post, the return cost or a reasonable estimate must be provided before purchase; if required information was not provided, we will cover that cost. Pack items securely and keep proof of posting.

You may inspect goods as you would in a shop. Return accessories and packaging where reasonably possible. We may deduct only for loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where the law allows. There is no restocking fee.

Refunds for cancellations

We refund using your original payment method unless you expressly agree otherwise, without a refund fee. For a full cancelled order, we also refund the standard outward delivery charge; any extra paid for an upgraded delivery service is not refundable. Refunds are made without undue delay and within 14 days of receiving the goods back or evidence that you sent them, whichever is earlier. If no goods were supplied, refunds are made within 14 days of cancellation. Your bank may take additional time to display the payment.

Faulty, damaged or incorrect items

Contact us as soon as you notice a problem. Photos can help us resolve damage or an incorrect delivery, but they are not a condition of your statutory rights. For goods that are faulty, not as described or unfit for purpose, you normally have a 30-day short-term right to reject them for a refund. After that, repair or replacement rights and, where applicable, a price reduction or final right to reject may apply. We cover reasonable return costs for faulty or incorrectly supplied goods and arrange the appropriate return or collection. Please do not dispose of the item before contacting us.

Exceptions

The change-of-mind cancellation right may not apply to clearly personalised or custom-made goods, goods liable to deteriorate quickly, sealed goods unsuitable for return for health or hygiene reasons once unsealed, or sealed audio, video recordings or computer software once unsealed. Any applicable exception will be explained before purchase. These exceptions do not remove your rights if goods are faulty or not as described. Sale items have the same statutory rights as full-price items.