Refund policy

Return and Refund Policy

Last updated: 3 December 2024

Overview

At BROONO LTD, we are committed to ensuring your complete satisfaction with our products. This Return and Refund Policy outlines your rights and obligations regarding returns, refunds, and exchanges of products purchased from our website www.broono.pet (the "Website"). By making a purchase, you agree to the terms set forth below.

If you have any questions about this policy, please contact us at info@broono.pet.

1. 30-Day Return Policy

We offer a 30-day return window from the date you receive your order. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange.

1.1 Eligibility for Returns

You may return a product for any of the following reasons:

  • Change of Mind: If you are not satisfied with the product or it does not meet your expectations, even if the product has been opened or used.
  • Defective or Damaged Products: If the product is defective, damaged, or not as described.

1.2 Conditions for Returns

To be eligible for a return:

  • The product must be in its original packaging (if possible).
  • You must provide proof of purchase, such as an order confirmation email or receipt.
  • You are required to provide feedback through an online survey or phone call to help us improve our products and services.

2. Return Process

2.1 Initiating a Return

To initiate a return, please follow these steps:

Contact Us: Email us at info@broono.pet within 30 days of receiving your order. Please include your order number, the reason for the return, and whether you prefer a refund or replacement.

Receive Return Instructions: Our customer service team will provide you with detailed instructions on how to return your product, including a prepaid shipping label.

Package Your Return: Securely package the item(s) in the original packaging, if possible. Include all accessories, manuals, and documentation.

Ship the Package: Attach the prepaid shipping label to the package and drop it off at the designated carrier location.

2.2 Cost of Return Shipping

  • Our Responsibility: We will bear the cost of return shipping for all eligible returns.
  • Prepaid Shipping Label: A prepaid shipping label will be provided to you via email.

3. Refunds and Replacements

3.1 Processing Refunds

Once your returned item is received and inspected, we will send you an email to notify you of the receipt and approval or rejection of your refund.

  • Approval: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 business days.
  • Partial Refunds: In certain situations, only partial refunds may be granted (if applicable).

3.2 Replacements

If you wish to replace a defective or damaged product:

  • Replacement Process: Indicate your preference for a replacement when contacting us to initiate the return.
  • Shipping of Replacement: We will process and ship the replacement product at no additional cost to you once the returned item is received and inspected.

3.3 Late or Missing Refunds

If you haven’t received a refund within 14 business days:

  • Check with Your Bank or Credit Card Company: Refunds may take some time to be officially posted.
  • Contact Us: If you’ve done this and still have not received your refund, please contact us at info@broono.pet.

4. Exceptions

4.1 Non-Returnable Items

Certain items may not be eligible for return:

  • Gift Cards
  • Final Sale Items

4.2 Exchanges

We only replace items if they are defective or damaged. If you need to exchange a product for the same item, please contact us at info@broono.pet.

5. Gift Returns

If the item was marked as a gift when purchased and shipped directly to you:

  • Gift Refunds: You’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
  • Gift Purchaser Refunds: If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves, we will send a refund to the gift giver.

6. International Returns

For orders shipped outside the United Kingdom:

  • Return Shipping Costs: The customer is responsible for return shipping costs unless the product is defective or damaged.
  • Customs and Duties: We are not responsible for any customs fees, duties, or taxes incurred during the return process.

7. Cancellation Policy

7.1 Order Cancellations

  • Before Fulfillment: You may cancel or modify your order at any time before it has been processed for fulfillment by contacting us at info@broono.pet.
  • After Fulfillment: If the order has already entered the fulfillment process, we cannot guarantee cancellation.

7.2 Subscription Cancellations

  • Flexible Cancellation: You may cancel your subscription at any time by contacting us at info@broono.pet.
  • Processing Time: Please allow up to 3 business days for cancellation requests to be processed.
  • Shipped Orders: Subscription orders already processed for fulfillment prior to cancellation cannot be canceled.