Effective Date: March 1st, 2025
Overview
We strive to provide our value with excellent products and services, but occasionally, you may need to return or exchange an item. This return policy outlines the guidelines and procedures for returning items, obtaining refunds, exchanging products, and other relevant information.
Please read this policy carefully to understand your rights and obligations.
How to Return Items
To initiate a return, please follow these steps:
1. Contact our Customer Service Team at hello@whimsybrooke.com within 30 days of receiving your order.
2. Provide your order number, item(s) to be returned and the reason for the return.
3. Our Customer Service Team will guide you through the return process, including the address to ship the item(s) to.
4. Package the item(s) securely, including all original packaging, accessories, and documentation.
5. Clearly write the correct address on the outside of the package.
6. Ship the item(s) to the address provided by our Customer Service Team.
Please note the following conditions for returns:
a. The item(s) must be unused, undamaged, and in the same condition as when you received them.
b. Items that are not eligible for return include giftcards.
c. Returns without a valid proof of purchase may not be accepted.
You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
You will bear the costs of returning the goods.
How to Get Refunds
Once we receive and inspect the returned item(s), we will process your refund.
1. If you paid by credit card, the refund will be issued to the original payment method within 3-5 business days.
2. If you paid by any other method, our Customer Service Team will guide you through the refund process.
Please note the following conditions for refunds:
a. Refunds will only be provided for eligible returned item(s) as per our return policy.
b. Shipping and restocking fees (if applicable) may be deducted from the refund amount.
How to Exchange Items
To request an exchange for a different product, please follow the return process outlined in Section 1.
1. In your return request, clearly state that you would like an exchange.
2. Provide the details of the new item you would like to receive. New items should have the same value or less.
Please note the following conditions for exchanges:
a. Exchanges are subject to product availability.
b. If the requested item is of higher value, you may be required to pay the price difference.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@whimsybrooke.com and send your item to the address included in the email.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, 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.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Stipulations and Exclusions
The following stipulations and exclusions apply to returns, refunds, and exchanges:
a. No returns on personalized or custom orders.
b. Damaged and/or not in resalable condition may not be eligible for a refund or exchange. Valid photo ID may be required to confirm this information.
c. Sale items are non-refundable.
d. Refer to the address in the email or on the checkout page when preparing the item(s) for shipping. Make sure it’s correct. Contact me via email (hello@whimsybrooke.com) if you have questions or concerns.
Time to Return/Refund/Exchange
All returns, refunds, and exchanges must be initiated within 30 days of receiving your order.
Your deadline is met if you hand the goods to the carrier or return them as instructed before the 30-day period expires. We may withhold reimbursement until we receive the goods or until you provide evidence of returning them, whichever occurs first.
Shipping/Restock Fees
Return shipping costs are the responsibility of the customer, unless the return is due to our error or a defective product.
In such cases, please contact our customer service team for further assistance.
Restocking fees may apply for certain returns, depending on the nature of the product and its packaging condition. For more information contact out customer service.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Need help?
For any questions, concerns, or assistance related to returns, refunds, or exchanges, please reach out to our Customer Service Team:
Email: hello@whimsybrooke.com
We value your satisfaction and will do our best to resolve any issues promptly and efficiently.
Please note that this return policy may be subject to change without prior notice. The most current version will be available on our website.
Thank you for your cooperation and understanding.
Whimsy Brooke