At BRAINGAIN we want you to be 100% happy with your order but we understand people sometimes change their mind. If you would like to request a refund or exchange, please contact us within 30 days of receiving your order so we can make it right.
Please keep your original packaging as items must be returned in their original condition. As our items are heavy goods, the packaging we provide gives our products the best chance of being kept safe in transit and reaching back to us in good condition. Sending back without original packaging will be charged at £15 per box.
As our products are heavy goods, the shipping unfortunately is not inexpensive. We will book this in for you. However the following charges apply:
Return shipping costs for products over 30kg's are £40 and products under 30kg are £25.
We have business rates with our couriers and we get good shipping rates for the heavy goods that we send out daily. However should you wish to use your own courier, we would recommend you to use a trackable shipping service as we are not able to issue a refund until we have received your items.
We don’t accept returns where:
- the product is not in its original condition, including if the item is damaged or missing parts by no fault of BRAINGAIN;
- the product has signs of use, wear, damage, tamper, washing, or alterations;
- and the product packaging is damaged, the tags have been cut off, or where the product packaging has been removed.
Refunds
Once your return is received, we will inspect the items and packaging. Upon inspection, we will decide whether your item(s) reach our standards for a refund. Once your refund has been approved, it will be processed immediately, and your refund will be sent to the card used for payment. We cannot refund to any alternative cards. Refunds can take 3-10 working days to go into your account from the date of the confirmation email. To the maximum extent permitted by law, shipping costs paid by you for the initial delivery of your order are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.