Return & Exchange Policy
We know what our customers want, and we are here to deliver it all. When buying online, it’s always a good feeling to know that the online company provides Return & Exchange services should the products or services we receive are not satisfactory or incorrect. Brown Gap Hoodie always intends to serve its customers in the best way possible and to do that we offer our customers this feature should they qualify for it. Customers who buy hoodies from us and receive a faulty, incorrect piece, or encounter a similar problem can contact our customer support to return, exchange, or refund their order. For a better understanding of how customers can qualify for this program, please refer to the policies below:
How Can Customers Qualify for Return & Exchange
You can demand a return or exchange on your hoodie if the:
- Item you got is an incorrect piece or belongs to the wrong collection.
- Hoodie is of the incorrect size.
- Delivery you received does not match the picture advertised on our website.
- The product is defective, and the customer informs us about it within 30 days after receiving it.
- Quality of our hoodies does not meet our mentioned standards.
If you meet the criteria provided above, you then qualify for our Return & Exchange program. Carefully read the following instructions to fully understand how to complete the process:
- In case the customer gets a defective piece, they should contact us immediately and provide picture evidence. After inspecting the situation, you can return the parcel and a new piece will be on the way.
- Customers need to make sure that they return the parcel the same way they received it. If we notice anything suspicious, we will not entertain the request.
- If the customer intends to return the defective piece, do not remove the tags or any of the accessories.
- Customers can only qualify for Return & Exchange if they contact us about the problems within 30 days of receiving the parcel.
- For the best outcome, please contact us as soon as you find any faults or defects with the received hoodie.
- Please understand that this program is only for pre-designed hoodies. Custom orders have no replacement and therefore can only be corrected in case we made any errors.
- Never forget to mention the order number before returning the parcel.
- If we make a mistake, we will always provide fair compensation. In case the customer needs to return the product because of our mistake, we will cover the cost of shipping the item back to us. However, if there is a lack of a genuine reason for the return, the company will pay none of the shipping charges.
When Can Customers Ask for A Refund?
There are situations when customers don’t want to return or exchange the hoodie, but they demand a full refund. Don’t worry, we have you covered. Customers can request a refund if they:
- Receive a damaged or a defective product.
- Get the wrong hoodie design completely.
- Order a specific item but it goes out of stock after order confirmation.
- Don’t receive the delivery because the parcel was delivered to a wrong address even though the provided address was correct.
Our staff of knowledgeable and capable agents is available around-the-clock to respond to all your questions. Even though we receive hundreds of emails each day, we will always get back to you within 12 hours.