Returns & Refunds
Branders Returns & Refunds Policies
Returns Policy
The item I ordered arrived damaged, faulty or doesn’t work as intended
Please arrange to return the item to Branders for assessment. Once we have confirmed the damage or fault, it will be repaired or replaced free of charge.
For fast processing of your return, please ensure the following:
You retain the original packaging, including the Branders box or satchel
You accurately describe the fault or damage
You attach clear photographs of the damage
Contact customer service to arrange a return.
I’ve had my item for a while, but it no longer works as described
If your item becomes faulty after a period of time, we will assist wherever possible to repair or replace your item. We are committed to protecting your rights under the Consumer Guarantees Act, and working with our suppliers to assist with warranty claims. Please note items that require repair or assessment by a 3rd party can take several weeks to be processed.
For the fast processing of your return, please ensure the following:
You provide the original packaging (if you still have it)
You accurately describe the fault or damage (this will ensure our repair agents can reproduce the fault or error)
You attach clear photographs of the damage
You provide the serial number for electronics and computer items
You provide any passwords (or remove passwords) that may be required to gain access and reproduce a fault
Contact customer service to arrange a return.
I’ve changed my mind and no longer want the item I ordered
If you’ve changed your mind you can return your item as long as it’s unopened, in mint condition and returned within 14 days of delivery. The shipping for the return will also be at the cost of the buyer. Once we’ve received the item and our returns team confirms everything checks out OK, you will receive an account credit which can be used to purchase a replacement item.
Contact customer service to arrange a return.
The item I received is not the item I ordered
Provided the item is unopened and in mint condition we’ll replace the item or provide a full refund. Please arrange to return the item to Branders for assessment.
Contact customer service to arrange a return.
I ordered an incompatible item
If you ordered a product designed to work with another product, and upon opening the product you discover they are incompatible, Branders will accept a return if:
there was an error on Branders website or product description
the product description lacked information that would reasonably be required to determine compatibility
If the incompatibility of products could be reasonably determined by reading the product description, Branders may accept the return back at its sole discretion. In some cases a 20% restocking fee may apply and for the product to be in a resealable condition.
Contact customer service to arrange a return.