At Broken Planet Clothing, we want every purchase to be a positive experience. If you need to cancel an order or request a refund, this policy explains when a cancellation or refund may be available and how the process works.
Please read the following terms carefully before submitting a cancellation or refund request.
Order Cancellation
If you change your mind after placing an order, please contact us as soon as possible at {email address} and provide your order number.
Cancellation Before Shipment
Orders may be cancelled if the cancellation request is received before the order has been dispatched.
If your cancellation is approved before shipment, the order will be cancelled and any eligible payment will be refunded to your original payment method.
Please understand that we cannot guarantee cancellation if your order has already entered processing, packing, or shipping.
Cancellation After Shipment
Once an order has been dispatched, it generally cannot be cancelled through the standard cancellation process.
If you no longer want the product after it has been shipped or delivered, you may request a return where eligible. Any such request will be handled according to the return and refund terms outlined below.
Orders That Cannot Be Cancelled
Certain orders may not qualify for cancellation, including:
- Orders that have already been dispatched.
- Customized or personalized products that have entered production.
- Digital or downloadable products once access has been provided.
- Products specifically identified as non-cancellable at the time of purchase.
- Other products that cannot reasonably be cancelled due to their nature or processing stage.
Refund Eligibility
Our standard return period is 30 days. If more than 30 days have passed since your purchase or delivery, depending on the applicable return period, we may not be able to provide a full refund.
To qualify for a refund based on a returned product, the item should generally:
- Be unused and in the condition in which it was received.
- Be returned with its original packaging and included accessories, where applicable.
- Be accompanied by a receipt, order confirmation, or other valid proof of purchase.
- Not have been damaged, altered, or misused after delivery.
Certain products may be subject to additional return restrictions.
Non-Refundable Products
For health, safety, hygiene, or other practical reasons, some products are not eligible for return or refund.
These may include:
- Perishable goods such as food, flowers, newspapers, or 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 exclusions may apply to specific products. Where applicable, these restrictions will be communicated before or at the time of purchase.
Partial Refunds
In some situations, we may approve a partial refund instead of a full refund. This may apply where:
- A book shows obvious signs of use.
- A CD, DVD, VHS tape, software product, video game, cassette tape, or vinyl record has been opened.
- An item is returned in a condition different from the condition in which it was received.
- An item is damaged or missing parts for reasons unrelated to an error on our part.
- An item is returned after the applicable return period.
The amount of any partial refund will depend on the condition of the product and the circumstances of the return.
Refunds for Cancelled Orders
If an order is successfully cancelled before shipment and a refund is due, we will process the eligible amount to the original payment method used for the purchase.
The time it takes for the refunded amount to appear in your account depends on your bank, card issuer, payment provider, or other financial institution.
Please note that processing times are generally outside our control once the refund has been submitted.
How Returned-Order Refunds Work
If you return an eligible product, we will first receive and inspect the item.
Once the inspection is complete, we will notify you by email whether your refund has been approved or declined.
If approved, the applicable refund will be processed to your original payment method.
We may withhold or adjust the refund where permitted under this policy, including where an item does not meet the applicable return conditions or qualifies only for a partial refund.
Late or Missing Refunds
If you have been notified that your refund has been processed but the amount has not yet appeared in your account, please allow some additional processing time.
If the refund is still missing:
- Check your bank or payment account again.
- Contact your credit card provider or payment service.
- Contact your bank to determine whether the refund is pending.
- If you have completed these steps and still cannot locate the refund, contact us at support@brokenplanetclothing.co.uk.
We will do our best to assist you in locating the payment.
Sale and Promotional Products
Unless otherwise stated at the time of purchase, sale, clearance, and promotional products are not eligible for refunds.
Regular-priced products may qualify for a refund if all applicable requirements of this policy are met.
Refunds for Defective or Damaged Products
If you receive an item that is defective or damaged, please contact us at {email address} as soon as possible.
To help us review the issue, we may request:
- Your order number.
- A description of the problem.
- Photographs or videos showing the damage or defect.
- Other information reasonably required to assess your claim.
If the issue is confirmed and your request is approved, we may offer a replacement, exchange, repair, refund, or another appropriate resolution depending on the circumstances and applicable law.
Return Shipping and Refunds
If a return is required, please contact us for the appropriate return instructions before sending the product back.
Unless the return is required because we sent the wrong item or the product arrived defective or damaged due to our error, return shipping costs are generally 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.
For higher-value returns, we recommend using a shipping service that provides tracking and, where appropriate, shipping insurance. We cannot guarantee receipt of an untracked return that is lost in transit.
Refunds for Gift Purchases
If an item was purchased as a gift and shipped directly to the recipient, an approved refund may be issued as store or gift credit for the eligible value of the returned product.
If the item was not marked as a gift when purchased, or if the purchaser had the order delivered to themselves before giving it to the recipient, any approved refund will generally be issued to the original purchaser.
Exchanges
We generally replace products only when they are defective or damaged.
If you need an exchange for an eligible defective or damaged item, contact us at support@brokenplanetclothing.co.uk and provide your order details. If the exchange is approved, we will provide instructions for returning the original item.
How to Request a Refund or Cancellation
To request an order cancellation, refund, or eligible return, contact us at:
Email: support@brokenplanetclothing.co.uk
Please include:
- Your full name.
- Order number.
- Product name.
- Reason for the request.
- Photos or other supporting information, if relevant.
Submitting a request does not automatically guarantee approval. Each request will be reviewed according to this policy and any applicable consumer rights.
Contact Us
If you have any questions about cancellations, refunds, returns, or exchanges, please contact our support team:
Email: support@brokenplanetclothing.co.uk
Return Address:
2nd Floor National House, 60-66 Wardour Street, London, United Kingdom, W1F 0TA
We will be happy to assist you with your request and explain the next steps.