Brand: Brushandboot
Address: Upper Floor Lynx House, Ferndown, Northwood, Middlesex, HA6 1PQ
Phone: +44 1764784524
Email: auditor@brushandboot.com
- Overview
Brushandboot is committed to providing a clear and fair returns and refund process for customers purchasing footwear care accessories (including shoe trees, shoe brushes, shoehorns, and shoe bags).
This policy outlines how to request a return, cancel eligible orders, report damaged or defective items, and obtain a refund or replacement. This policy applies to orders placed via our website for delivery to the UK and eligible European destinations.
Nothing in this policy limits or excludes mandatory consumer rights under applicable law.
- Right of Withdrawal – 14 Days
Under applicable consumer protection regulations, eligible consumers generally have the right to withdraw from a distance purchase (i.e., without giving a reason) within 14 days of receiving the goods.
If an order consists of multiple items delivered in separate batches, the withdrawal period generally begins on the day the consumer (or a third party other than the carrier designated by the consumer) receives the final item.
To exercise this right, please send an email to us within the applicable withdrawal period, providing the following information:
Your order number.
The name used when placing the order.
The items you wish to return.
A clear statement indicating your wish to withdraw from the purchase.
Customers may use any clear written statement to notify us of their decision to withdraw. We will acknowledge receipt of the request and provide relevant return instructions.
After notifying us of the withdrawal, customers must return the items within 14 days, unless applicable law provides otherwise.
- Condition of Returned Goods
Items may be returned even if they have been opened when exercising the applicable statutory right of withdrawal.
Customers may handle the goods to the extent necessary to establish their nature, characteristics, and functioning—to a degree comparable to what would be permitted when examining the goods in a physical store. If the handling of the goods goes beyond what is necessary and results in a reduction in value, we may deduct the corresponding amount, to the extent permitted by applicable law.
Please include relevant order details and, where reasonably practicable, return the goods together with their accessories and packaging. The absence of original packaging does not in itself deprive the consumer of their statutory right to return the goods (cancel the contract).
The above terms do not limit any other rights the customer may have regarding defective, damaged, or incorrectly supplied goods.
- Return Address and Postage
Please send approved returns to:
Upper Floor Lynx House, Ferndown, Northwood, Middlesex, HA6 1PQ
Before returning goods, please contact Email: auditor@brushandboot.com so that we can confirm order details and provide necessary instructions.
For statutory returns made due to a change of mind—and provided the customer has been informed of the relevant liability as required by law—the customer is generally responsible for the direct costs of the return.
If the goods are defective, damaged, incorrectly supplied, or do not conform to the contract, Brushandboot will handle return costs and subsequent remedies in accordance with applicable consumer protection laws. Customers should contact us before arranging shipment to agree on the appropriate process.
- Damaged, Defective, or Incorrect Goods
If the goods arrive damaged, defective, or do not match the items ordered, please Email: auditor@brushandboot.com as soon as reasonably practicable.
Please provide the following information:
Your order number.
A brief description of the issue.
Clear photographs showing the affected goods and, where applicable, the condition of the packaging.
We will review the information and advise you on the appropriate solution. Where appropriate, the solution may include a refund or replacement without requiring the return of the damaged goods.
Photographs assist us in assessing the situation, but this does not affect any of your statutory rights. If further information or inspection is required, we will outline the next steps. We will handle remedies in accordance with applicable consumer protection laws.
- Refund Eligibility and Processing
We may issue refunds in cases of valid returns (order cancellations), agreed-upon returns, confirmed delivery issues, or where items are determined to be defective, damaged, or shipped in error.
For returns (cancellations) that meet statutory requirements, we will refund the cost of the items and applicable standard shipping charges in accordance with the law. Where permitted by law, additional costs incurred due to the customer choosing a more expensive shipping method may not be refunded.
Unless the law requires an earlier refund, we will process refunds within 14 days of receiving notice of the return. To the extent permitted by law, we may withhold the refund until we receive the returned items or proof that the items have been shipped back (whichever occurs first).
For other approved refunds, we will communicate the relevant processing arrangements when confirming the outcome.
Refunds are typically issued via the original payment method. The time it takes for funds to appear in your account may depend on the payment service provider or the card-issuing bank.
- Accepted Payment Methods
Brushandboot accepts the payment methods displayed on the checkout page, which may include:
Visa
Mastercard
American Express
Apple Pay
Google Pay
Other supported digital wallets displayed at checkout
Payment method availability may vary depending on the destination, device, and checkout settings.
Refunds are generally returned to the original payment method. If the original payment method is no longer available, please contact us so we can assess the situation and determine the appropriate procedure.
- Order Cancellation Before Shipment
If you wish to cancel your order before it ships, please contact Email: auditor@brushandboot.com as soon as possible with your order number.
We will check the order status and inform you whether cancellation is possible prior to shipment. If the order has already shipped, the statutory return (cancellation) process outlined in this policy may apply.
Nothing in this section limits any cancellation rights provided by applicable law.
- Delivery Delays, Lost Packages, and Refunds
For deliveries within the UK, the estimated transit time is 5 to 12 business days after shipment. Delivery times to other European destinations may vary. We utilize priority services from carriers such as DHL, FedEx, and UPS (subject to service availability). We will send tracking notifications to the email address provided at checkout at key stages—including dispatch, arrival at the carrier’s facility, and (where tracking data is available) local delivery.
If your order does not arrive within the estimated delivery timeframe, please Email: auditor@brushandboot.com with your order number. We will verify the tracking information and, if necessary, make inquiries with the carrier.
Depending on the circumstances and applicable law, resolutions may include a full refund or a replacement shipment. Customers retain all statutory rights regarding non-delivery of goods.
- Exchanges
If you wish to exchange an item rather than receive a refund, please contact us with your order number and details of the issue.
The processing of exchange requests depends on the specific circumstances and the availability of the desired item. Where statutory remedies apply, the customer’s statutory rights take precedence over any internal exchange procedures.
- Contact Us
To request a return, cancel an order, inquire about a refund, or report damaged goods, please contact us via:
Phone: +44 1764784524
Email: auditor@brushandboot.com
Please include your order number in your communication so that we can verify your purchase details and process your request more efficiently.
- Consumer Rights
This policy should be read in conjunction with our Terms and Conditions and Delivery Policy. This policy is implemented in accordance with relevant UK consumer regulations and any mandatory consumer protection provisions applicable in the destination country (if within Europe).
In the event of a conflict between any provision of this policy and mandatory consumer rights, the applicable statutory rights shall prevail.