Return policy
Returns, Refunds & Cancellations Policy
At By Brenda & Barbara, we aim to provide a transparent and straightforward shopping experience.
Please review this policy carefully before placing an order. By purchasing from our website, you agree to the terms outlined below.
1. Return Period
Eligible items may be returned within 30 days of delivery, subject to the conditions below. Returning is not possible for sale items.
2. Conditions for Returns
An item is eligible for return if:
- It is unused, unworn, and undamaged
- It is in its original condition
- All original labels and packaging are intact
- The return request is submitted within the return period
- The return is pre authorized by our customer service team
Trying on items for fit as in a retail store is permitted.
If there are visible signs of wear, washing, or damage, a reduction in value may be applied.
3. Items Excluded from Returns
Returns are not accepted for:
- Items with broken hygiene seals
- Personalized or custom made products
- Items damaged through improper use
Underwear, shapewear, and bras are non returnable if the hygiene seal has been removed.
4. Return Shipping & Restocking Fee
All returns must be shipped to our central warehouse in Asia.
Customers are responsible for:
- All return shipping costs
- Selecting a shipping provider that supports customs clearance
- Paying any customs duties, taxes, or handling fees
- Ensuring accurate customs documentation
By Brenda & Barbara is not responsible for return parcels that are delayed, rejected, or lost due to customs issues or incorrect shipping methods.
Restocking Fee
A 15% restocking fee applies to all approved returns.
This fee covers inspection, processing, and inventory handling.
The same 15% restocking fee applies to:
- Unopened packages
- Parcels refused upon delivery
- Parcels left unclaimed and automatically returned to us
Exceptions
The restocking fee may be waived only if the item arrived damaged or defective.
Each case is reviewed individually.
5. Return Address
Returns must be sent only to the return address provided by our customer service team after approval.
Returns sent to any other address cannot be processed.
6. How to Start a Return
To request a return, please email support@brendaandbarbara.com with:
- Your order number
- The item you wish to return
- The reason for return
- Clear photos required for damaged or incorrect items
- Your full name and shipping address
You will receive return instructions within 24 business hours Monday to Friday.
7. Sale Items & Multiple Size Purchases
During promotional periods and sales, we aim to offer limited stock items at reduced prices to as many customers as possible.
Purchasing the same product in multiple sizes with the intention of returning unwanted items is not permitted for sale items. This practice limits availability for other customers and goes against the purpose of our limited time offers.
As many sale items are part of final or non restocked collections, returns for these cases may be declined if it is determined that multiple sizes were purchased solely for try on purposes.
We kindly ask customers to review sizing information carefully before placing an order. If you are unsure about sizing, our support team is happy to assist prior to purchase.
8. Order Cancellations
Orders may be cancelled within 4 hours of purchase.
Orders over 100 dollars are not eligible for cancellation under any circumstances.
Due to fast fulfillment, once order processing has begun, cancellation is no longer possible.
After delivery, a return may be requested in accordance with this policy.
9. Refunds
Once your return has been received and inspected:
- You will be notified of the outcome
- Approved refunds are issued to the original payment method
Please allow 5 to 10 business days for the refund to be finalized by your bank or payment provider.
The 15% restocking fee, if applicable, will be deducted from the refund.
Original shipping costs are non refundable.
Optional insured shipping selected at checkout is also non refundable.
10. How Discounts Work When You Return Items
If your order included a promotional discount such as bundle deals, stack and save, or buy more save more offers and you return part of your order, your refund may be adjusted.
Discounts are recalculated based on the items you keep, not the items originally purchased.
Example
If you return items and no longer meet the conditions of the promotion, the discount is removed and your refund is recalculated accordingly.
Refunds are always based on the final qualifying order value after returns.
A 15% restocking fee may apply, and return shipping costs remain the customer’s responsibility.
11. Store Credit
In certain cases, store credit may be offered at our discretion.
Store credit is non refundable and can only be issued once per order.
12. Failed Delivery or Incorrect Address
If an order is returned due to an incomplete or incorrect address provided at checkout:
We may:
- Arrange redelivery once the parcel arrives back at our warehouse and the correct address is confirmed, or
- Offer store credit as a gesture of goodwill, depending on the condition of the returned items
If the returned items are not in their original condition, a reduction in value may apply.
13. Policy Updates
By Brenda & Barbara reserves the right to update or modify this policy at any time.
Changes take effect immediately upon publication on our website.
14. Contact Information
If you have any questions, our support team is happy to assist.
Email: support@brendaandbarbara.com
Contact form:
https://www.brendaandbarbara.com/pages/contact