Refund policy

BRAW Return and Refund Policy
Effective date: 30 July 2026

At BRAW we want you to be happy with your purchase. If you are not, you can return most items within 30 days of delivery, on the terms below. Nothing in this policy affects your legal rights.

1. Your legal right to cancel
If you are a consumer in the UK, you have the right to cancel a distance purchase within 14 days of receiving it, for any reason, under the Consumer Contracts Regulations 2013. To use this right, email us at support@brawstore.com within 14 days of delivery to tell us you are cancelling, then return the item to us within 14 days of telling us. We will refund the price of the goods and the standard delivery cost you paid, if any. We may reduce your refund to reflect any loss in value if the item has been handled more than was necessary to check it. This right sits alongside our 30-day returns below and is not reduced by it.

2. Our 30-day returns (change of mind)
Beyond the statutory period, we give you up to 30 days from delivery to return an item you have changed your mind about. To qualify, the item must be:
- Unused and in perfect, brand-new condition.
- In its original packaging, with all original tags attached and intact.
- In its original polybag, where one was supplied.
We may refuse a return, or reduce the refund, where these conditions are not met. Return postage for a change-of-mind return is at your own cost (see section 4).

3. Faulty or incorrect items
If your item arrives faulty, damaged or not what you ordered, contact us at support@brawstore.com as soon as you can with your order number and a photo. Where an item is faulty, you have the right to a refund, repair or replacement under the Consumer Rights Act 2015, and we will cover the cost of the return. Please do not pay for return postage on a faulty or incorrect item without contacting us first, as we will arrange or reimburse it.

4. Return shipping costs
For change-of-mind returns, you are responsible for the cost of return postage. We recommend a tracked service or shipping insurance, as we cannot take responsibility for items lost on their way back to us. For faulty or incorrect items, we cover the return cost as set out in section 3.

5. How to start a return
Email us at support@brawstore.com with:
- Full name
- Order number
- Product name
- Reason for return

Once approved, we will confirm the return instructions. Please send approved returns to:

BRAW
Located within Everyday Athlete Gym
Unit 18B, 100 Borron Street
Port Dundas
Glasgow
Scotland
United Kingdom
G4 9XG

Please do not send an item back before contacting us.

6. Refunds
Once we receive your return and have checked it, we will refund you to your original payment method. We aim to process refunds within 5 to 7 business days of receiving the item, and always within 14 days. UK delivery is free, so there is nothing to refund on delivery for UK orders. Where you paid a delivery charge, we will refund the standard delivery cost if you are exercising your statutory right to cancel within 14 days. For change-of-mind returns after that period, delivery charges you paid are not refunded.

7. International orders, duties and taxes
For orders shipped outside the UK, any import duties and taxes are calculated and collected at checkout, so your order clears customs without a surprise bill on delivery. We do not keep this money. It is passed in full to our carrier, Royal Mail, and paid on to the destination country's customs authority to import your order. Because it is paid to the authorities to bring your order into the country, it cannot be recovered by us once your order has shipped, so it is not refundable on a return. If you cancel before your order has been dispatched, we refund it in full. On a return you may also be able to reclaim these charges from your local customs authority, so keep your paperwork and ask them how. We always refund the price of the goods, and any delivery cost we are required to refund, in the usual way.

8. Pre-order returns
Pre-order items follow the same rights and windows above, counted from the date of delivery, not the date of purchase. If you have changed your mind before a pre-order has shipped, email us at support@brawstore.com to cancel. If it has already been dispatched, please return it under the process above.

9. Gifts
If you received a BRAW item as a gift and want to return it, the return must be started by the original purchaser, as any refund can only be issued to the original payment method. If you would prefer an exchange or store credit, email us at support@brawstore.com with the purchaser's name and order number and we will help where we can. This does not affect your legal rights if the item is faulty.

10. Exchanges
We do not currently offer direct exchanges. If you want a different item, please return the original for a refund and place a new order.

11. Items we cannot accept for change-of-mind returns
The following are not eligible for our 30-day change-of-mind returns:
- Used, worn, damaged or altered items.
- Items returned without their original tags or packaging.
- Final sale or clearance items.
This section does not affect your statutory right to cancel, or your rights if an item is faulty or not as described.

12. Late or missing refunds
If you have not received a refund within the expected time:
- Check with your bank or payment provider, as their processing times vary.
- Ask them to confirm there is no refund still pending.
- If it still has not arrived, contact us at support@brawstore.com and we will help.

13. Contact us
Questions about this policy? Email support@brawstore.com.

Your statutory rights as a consumer are not affected by this policy.