Refund Policy
Refund Policy
Last updated: June 15, 2026
We want you to feel confident when shopping with Brenfeld. This Refund Policy explains how cancellations, returns, exchanges, damaged items, and refunds are handled.
Brenfeld is operated by EviaNova Ltd, trading as Brenfeld.
Nothing in this policy limits or excludes any rights you may have under applicable consumer protection law.
1. Return Period
We offer a 30-day return period for eligible products.
You must contact us within 30 days after receiving your order to request a return.
To begin a return, email:
Please include:
Your full name
Order number
Product you wish to return
Reason for the return
Photographs where the item is damaged, faulty, or incorrect
Returns sent without contacting us first may not be accepted or may experience processing delays.
2. Return Eligibility
To qualify under our voluntary 30-day return policy, the product should be:
Unworn, except for a reasonable fitting inspection
Unwashed
Free from stains, odours, hair, dirt, or other signs of use
Undamaged
Returned with its original tags and packaging
Accompanied by proof of purchase
You may inspect a product in the same way you reasonably would in a physical shop.
We may reduce a refund where legally permitted if the product has been used or handled beyond what is reasonably necessary to inspect its nature, characteristics, and fit.
3. Hygiene and Sealed Products
Some wearable support products may be supplied in sealed hygiene packaging.
Where permitted by applicable law, a product that is not suitable for return for health protection or hygiene reasons may not be eligible for a change-of-mind return once its hygiene seal has been broken.
This restriction applies only where:
The product was supplied with a genuine hygiene seal
The hygiene restriction was clearly disclosed before purchase
The restriction is permitted by applicable law
This restriction does not affect your rights if the product is faulty, damaged, unsafe, incorrectly supplied, or materially not as described.
Do not state that a product is hygiene-sealed unless it is actually supplied in sealed hygiene packaging.
4. United Kingdom Cancellation Rights
If you are a consumer in the United Kingdom, you generally have the right to cancel an eligible online order without giving a reason.
You must notify us within 14 days after the day you receive the products.
After notifying us, you must return the products within a further 14 days.
To exercise this right, email support@brenfeld.com with a clear statement that you wish to cancel the order.
You may use the following wording:
“I hereby give notice that I cancel my contract for the purchase of the following goods: [product and order number].”
Your statutory cancellation rights are separate from and in addition to our voluntary 30-day return policy.
Certain legally recognised exceptions may apply, including properly sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken.
5. Return Shipping Costs
Change-of-Mind Returns
Unless otherwise stated or required by law, customers are responsible for the cost of returning products when they change their mind, order the wrong item, or select an unsuitable size.
We recommend using a tracked shipping service and retaining proof of postage.
We are not responsible for returned products that are lost or damaged before reaching the designated return address.
Faulty, Damaged, or Incorrect Products
If we confirm that a product is faulty, damaged on arrival, incorrectly supplied, or materially not as described, Brenfeld will cover reasonable return shipping costs where required.
Do not return a faulty or incorrect product before contacting us and receiving return instructions.
6. Return Address
Returns must be sent only to the return address provided by our customer support team.
Our company registered office is not necessarily our returns warehouse.
Do not send returns to the address shown on the parcel, the carrier’s address, or our registered office unless our support team has specifically instructed you to do so.
Unauthorised returns sent to an incorrect address may be delayed, refused, or lost.
7. Damaged, Faulty, or Incorrect Orders
Please inspect your order soon after delivery.
Contact us promptly if:
The product arrived damaged
The product appears faulty
An item is missing
You received the wrong product, colour, or size
The product is materially different from its description
Email support@brenfeld.com and provide:
Your order number
A description of the issue
Clear photographs or video of the product
Photographs of the packaging where relevant
Depending on the circumstances and applicable law, we may offer:
A replacement
A repair where appropriate
A partial refund
A full refund
Another legally appropriate remedy
Nothing in this policy affects your statutory rights concerning products that are faulty, not of satisfactory quality, not as described, or not fit for their ordinary purpose.
8. Exchanges
We do not guarantee direct exchanges because stock availability may change.
The fastest way to obtain another size or product is usually to:
Request a return for the original product
Wait for the return to be approved
Place a separate order for the replacement product
Where practical, our support team may arrange an exchange directly.
Customers are responsible for exchange-related shipping costs unless the original product was faulty, damaged, incorrect, or applicable law requires otherwise.
9. Order Cancellations
Contact support@brenfeld.com as soon as possible if you need to cancel or change an order.
We will try to accommodate your request, but we cannot guarantee cancellation after an order has entered processing or has been dispatched.
If the order has already been dispatched, you may need to receive it and follow the return process.
This section does not limit any applicable statutory cancellation rights.
10. Refused and Undeliverable Packages
If a package is refused, unclaimed, or returned because an incorrect or incomplete address was provided, reasonable shipping or carrier charges may be deducted from the refund where legally permitted.
We will contact you after the returned package has been received and inspected.
This does not apply where delivery failed because of our error or the carrier’s error.
11. Bundles and Promotional Sets
If a product was purchased as part of a bundle or promotional set, all included items may need to be returned to qualify for a full bundle refund.
If only part of a bundle is returned, the refund may be recalculated using the regular individual price of the products retained, where this was clearly disclosed and is legally permitted.
Free gifts included with a returned order should also be returned unused. If a free gift is not returned, its disclosed value may be deducted from the refund where legally permitted.
12. Sale and Promotional Items
Sale or promotional products may be returned under the same eligibility conditions unless a specific lawful restriction was clearly disclosed before purchase.
A discounted price does not remove your statutory rights.
Products that are faulty, damaged, unsafe, incorrectly supplied, or materially not as described remain subject to applicable consumer protection law.
13. Refund Processing
We will notify you after receiving and inspecting your return.
If the return is approved, the refund will be issued to the original payment method.
Refund processing times vary by bank and payment provider. After we issue the refund, it may take several business days to appear in your account.
We cannot normally issue refunds to a different payment method.
For eligible UK cancellations, we will refund the product price and the cost of our least expensive standard delivery option.
If you selected an enhanced or express delivery method, the additional delivery cost above the standard delivery option may not be refunded.
We may withhold the refund until:
We receive the returned products, or
You provide satisfactory evidence that the products have been sent back
Refunds for eligible UK cancellations will be processed within the period required by applicable law.
14. Original Shipping Charges
Original shipping charges are generally non-refundable under our voluntary change-of-mind return policy unless:
The product was faulty
The product was damaged
We sent the wrong product
The entire order is cancelled under an applicable statutory right
Applicable law requires the shipping charge to be refunded
For eligible UK statutory cancellations, any refund of outbound delivery costs is limited to the least expensive standard delivery method offered for the order.
15. Partial Refunds
Where legally permitted, a partial refund may be issued if:
The product shows use beyond reasonable inspection
Parts, packaging, tags, or accessories are missing
The product was damaged after delivery
Only part of a discounted bundle is returned
The product’s value has been reduced by unnecessary handling
We will not make an unreasonable deduction or reduce a refund in a way that conflicts with your statutory rights.
16. Late or Missing Refunds
If you have received confirmation that a refund was issued but cannot see it:
Check your bank or payment account again
Contact your card issuer or payment provider
Allow the provider’s normal processing time
Contact support@brenfeld.com if the refund remains missing
Please include your order number and refund confirmation.
17. Chargebacks and Payment Disputes
Please contact us before opening a payment dispute so that we have an opportunity to resolve the issue.
Opening a chargeback does not remove your consumer rights. However, once a payment dispute is opened, the payment provider may control the investigation and refund process.
We may provide order, tracking, communication, and delivery records to the payment provider when responding to a dispute.
18. Contact Us
To request a return, report a damaged item, or ask about a refund, contact:
Brenfeld
Operated by: EviaNova Ltd
Email: support@brenfeld.com
Website: brenfeld.comPlease do not send a product back until you have received return instructions and the correct return address.