Returns Policy
Last Updated: April 27, 2025
At BrandNU, we strive to deliver high-quality, customised print-on-demand products. Because each item is made to your specifications, our returns policy is tailored to reflect this. Please read this policy carefully to understand your rights and our procedures.
1. Customised Products
Our products are all made to order and personalised based on your choices, such as designs, sizes, and colors. Under UK law, specifically Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, there is no automatic right to cancel or return personalised goods for reasons such as:
- Change of mind
- Incorrect size or color selection
- Any other reason not related to product defects or errors on our part
To avoid issues, we recommend carefully reviewing our size guide and product descriptions before placing your order.
2. Faulty, Damaged, or Incorrect Products
If your product is misprinted, defective, damaged upon arrival, or does not match your order (e.g., wrong design, color, or size as specified), you may be eligible for a refund or replacement. To request a return:
- Contact us within 30 days of receiving your order.
- Provide your order number and a description of the issue.
- Include photographic evidence of the defect or error.
We will review your request and, if approved, provide instructions for returning the product. Upon receiving and inspecting the returned item, we will process your refund or send a replacement, based on your preference.
3. Lost Orders
If your order does not arrive by the estimated delivery date, please contact us. We will investigate with the shipping carrier. If the order is confirmed lost, we will send a replacement at no extra cost, provided you report the issue within 30 days of the estimated delivery date.
4. Return Shipping Costs
For returns due to product defects or errors on our part, BrandNU will cover the return shipping costs. For any other returns, if accepted, you may be responsible for the return shipping fees.
5. Incorrect Shipping Address
You are responsible for providing the correct shipping address at the time of purchase. If the address is incorrect and the package is returned to us, we may charge you for reshipping the order. If we cannot contact you or you choose not to pay for reshipping, we reserve the right to donate the order to charity, and no refund will be issued.
6. Non-Returnable Items
Certain items, such as face masks, cannot be returned for health and hygiene reasons unless they are defective or damaged upon arrival.
7. Refunds
If your return is approved, we will process your refund within 10 business days of receiving the returned product. The refund will be issued to the original payment method. Please allow additional time for the refund to appear in your account, depending on your bank or payment provider.
8. Statutory Rights
This returns policy does not affect your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015 for faulty or not-as-described goods. For more information, visit Citizens Advice.
Contact Us
If you have questions or need to initiate a return, please contact us at sales@brandnu.shop.
Effective Date: April 27, 2025