Returns, Exchanges & Refunds

The short version

• No change-of-mind refunds.We don’t offer cash refunds simply because you decided you don’t want an item after ordering.
• Exchanges are available on eligible variation items (like a different size or color) within 14 days.
• Replacements are available for items that arrive damaged in transit, defective, or not what you ordered.
• Custom & personalized items are final sale, except where they arrive damaged, defective, or incorrect.
• Refundsare issued only when we genuinely can’t fulfill, replace, or exchange your item.

Exchanges

For items that come in variations — such as apparel sizes or product colors — we’re happy to arrange an exchange if you need a different option. To qualify:

• start your request within 14 days of delivery;
• the item must be unused, unworn, unwashed, and in its original condition;
• the item must not be a custom or personalized piece; and
• the replacement variation must be available in stock.

Because an exchange ships your replacement before the original comes back, the original must be returned. If we don’t receive it within 60 daysof sending your replacement, we may charge the card on file for the un-returned item. We’ll always send a reminder first, and if your return is on its way, just reach out and we’ll sort it out.

When we arrange an exchange or replacement, we email you a prepaid return label for the original item, and outbound shipping on the replacement is always free. Unless the exchange is due to our error, the cost of that return label is yours — for a refund it’s deducted from the amount refunded, and for an exchange it’s included in any price difference — except when we choose to offer free return shipping on your request. If the variation you want is no longer available, we may offer an alternative or, if we can’t, a refund for that item.

Return shipping & refunds after receipt

When a resolution requires the item to come back, we send a prepaid return label — just print it, attach it, and drop the package off. Any refund tied to a return is issued once we receive the item, back to your original payment method. By default the return-label cost is deducted from that refund; when we enable free returns on your request, we cover the label and deduct nothing.

Damaged in transit

If your order arrives damaged, we’ll replace it. Please contact us within 72 hoursof delivery and include clear photos of the damaged item and the packaging it arrived in. Once we confirm the damage, we’ll remake and reship your item at no cost to you. If we can’t remake it, we’ll refund it.

Defective or wrong item

If an item has a genuine defect, or you received the wrong item or the wrong personalization due to our mistake, we’ll fix it at no cost to you — normally with a replacement. Please reach out within 72 hours of delivery with photos so we can sort it out quickly. This does not cover errors in details you provided when ordering (for example a misspelling in text you supplied).

Custom & personalized items

Items personalized or made specifically for you — with your name, text, photos, or artwork — are final sale. Because they can’t be restocked or resold, we can’t accept them back for change of mind. They are still fully covered if they arrive damaged, defective, or not made as ordered.

When we do issue a refund

We issue a refund only when we can’t make things right another way — for example if an item is out of stock and can’t be remade, we can’t complete your order, or we can’t provide a suitable replacement or exchange. Approved refunds go back to your original payment method through Stripe and typically take a few business days to appear, depending on your bank.

Items that aren’t returnable

• custom and personalized items (except damaged/defective/incorrect);
• items returned outside the 14-day window;
• items that have been used, worn, washed, or altered; and
• items returned without first contacting us to arrange it.

How to start a request

Open the order from your Orderspage and use the request option on that order to tell us what’s wrong. Please include:

• your order number;
• which item(s) are affected and what you’d like (exchange or replacement);
• a short description of the issue; and
• photos, if the item is damaged, defective, or incorrect.

We’ll review your request and reply by email with the next steps. You can also reach us any time at support@randomlybrandy.com. This policy doesn’t affect any statutory rights you have under the consumer laws where you live.