Returns and refunds
How to return an eligible Brushworks order, report a problem and receive a refund.
Your returns journey
Tell us your order number and which item you want to return. For a statutory cancellation, a clear statement is enough and you do not need to give a reason.
Wait for the return instructions, then pack the eligible products securely. Do not send an item to an unconfirmed address.
We inspect returned products and send approved refunds to the original payment method.
Your cancellation rights
UK consumers will usually have 14 days after receiving an online order to tell us they wish to cancel, followed by a further 14 days to return the products.
Any voluntary return period is in addition to your statutory rights.
Eligibility
Handle products only as much as you would in a shop. Sealed products may be excluded after opening where the seal protects health or hygiene, unless the product is faulty. Personalised products and other statutory exceptions can also be excluded where applicable.
Good to know
You are normally responsible for the direct cost of a change-of-mind return. We cover reasonable return costs when a product is faulty, damaged or incorrectly supplied.
For a qualifying cancellation, we issue the refund within 14 days of receiving the returned goods or evidence that they have been sent back, using the original payment method. Your bank may take additional time to show the payment.
The refund includes the basic outbound delivery charge where consumer law requires it. Additional delivery upgrades are not normally refundable.
Contact customer care with your order details. If a direct exchange is not available, we will explain how to return the item and place a new order.
Products must be as described, fit for purpose and of satisfactory quality. Contact us with your order number and photographs where helpful. Your statutory rights are unaffected.
Contact us as soon as possible. We will try to help, although cancellation cannot be guaranteed once fulfilment has started.
Returns support
Have your order number and item details ready so our customer-care team can help.
