Returns & Exchange Policy

At Broken Planet Clothing, we want you to feel confident when shopping with us. If your purchase doesn’t work out, our Refund & Exchange Policy explains when you may return an item, request a refund, or receive a replacement.

Please review the following terms before sending an item back to us.

1. Return Eligibility

You may request a return within 30 days of the purchase or delivery date, depending on the applicable return period for your order.

To qualify for a return, the product must:

  • Be unused and in its original condition.
  • Be returned with its original packaging, tags, accessories, and included materials, where applicable.
  • Be accompanied by a valid receipt, order confirmation, or other acceptable proof of purchase.
  • Not show signs of damage, misuse, alteration, or wear caused after delivery.

Returns requested after the applicable 30-day period generally will not be eligible for a full refund.

Important: Please do not return products directly to the manufacturer unless we specifically instruct you to do so. Contact us first so we can provide the appropriate return instructions.

2. Items We Cannot Accept for Return

For health, safety, hygiene, and other practical reasons, certain products cannot be returned.

These may include:

  • Perishable products, including food, flowers, newspapers, and magazines.
  • Intimate or sanitary products.
  • Hazardous materials.
  • Flammable liquids or gases.
  • Gift cards.
  • Downloadable or digital software products.
  • Certain health, beauty, and personal-care products.

Additional product-specific exclusions may apply and will be identified where relevant on the product page or at the time of purchase.

3. Items That May Qualify for a Partial Refund

In certain circumstances, we may approve a partial refund rather than a full refund. This may apply when:

  • A book has clear evidence of use.
  • A CD, DVD, VHS tape, software product, video game, cassette, or vinyl record has been opened.
  • The product is returned in a condition different from when it was delivered.
  • The product has been damaged or has missing components for reasons unrelated to an error on our part.
  • The return is received after the applicable return period.

The amount of any partial refund will depend on the condition of the returned product and the circumstances of the return.

4. How Refunds Are Processed

After we receive your returned product, our team will inspect it to determine whether it meets the requirements of this policy.

You will receive an email confirming that your return has been received. We will then notify you whether your refund has been approved or declined.

If your refund is approved, the applicable amount will be credited to your original payment method. The time required for the refund to appear in your account can vary depending on your bank, card issuer, or payment provider.

5. Refunds That Are Delayed or Missing

If you have been notified that your refund was approved but the funds have not appeared yet, please allow reasonable processing time before taking further action.

If the refund remains outstanding:

  1. Check your bank or payment account again.
  2. Contact your credit card provider or payment service, as they may require additional processing time.
  3. Contact your bank to confirm whether the refund is pending.
  4. If you have completed these steps and still cannot locate your refund, contact us at support@brokenplanetclothing.co.uk so we can assist you.

6. Sale and Promotional Items

Unless otherwise stated at the time of purchase, sale, clearance, or promotional products are not eligible for refunds.

Regular-priced products may qualify for a refund provided that all other requirements of this policy are satisfied.

7. Exchanges for Defective or Damaged Products

We generally provide exchanges only when an item arrives defective, damaged, or otherwise faulty.

If you believe you have received a defective or damaged product, please contact us at support@brokenplanetclothing.co.uk as soon as possible. Include your order details and, where helpful, photographs or other evidence showing the issue.

If your exchange request is approved, we will provide instructions for returning the original product and receiving the replacement.

For an exchange involving the same product, send the item to:

  2nd Floor National House, 60-66 Wardour Street, London, United Kingdom, W1F 0TA

Please wait for our instructions before shipping the product whenever possible.

8. Gift Returns

If an item was purchased as a gift and shipped directly to you, an approved return may be issued as store or gift credit for the eligible value of the returned product.

Once we receive and approve the return, the applicable gift credit or certificate will be provided according to our current procedures.

If the product was not identified as a gift when purchased, or if the purchaser had the order delivered to themselves before giving it to you, any approved refund will generally be issued to the original purchaser. In such circumstances, the purchaser may become aware that the gift was returned.

9. Return Shipping

Before returning an item, please contact us if you need clarification about the return process or destination.

Returns should be mailed to:

  2nd Floor National House, 60-66 Wardour Street, London, United Kingdom, W1F 0TA

Unless the return is required because we sent you the wrong item or the product arrived defective or damaged due to our error, return shipping costs are the responsibility of the customer.

Original shipping charges are generally non-refundable. Where applicable, the cost of return shipping may be deducted from the amount refunded to you.

Delivery times for replacement products can vary depending on your location, shipping method, and carrier.

Protecting Your Return

For higher-value returns, we recommend using a shipping service that provides tracking and, where appropriate, insurance. We cannot guarantee receipt of a return that is lost or damaged while being shipped to us unless the applicable circumstances make us responsible for that loss or damage.

10. Contact Us About Your Return

If you have questions about eligibility, refunds, exchanges, or the return process, please contact our support team before shipping your product.

Email: support@brokenplanetclothing.co.uk

We are happy to help you understand the next steps and determine the appropriate solution for your order.