Return Policy

Return Policy – Brooks & Willow New York

Please read our return policy carefully. By placing an order on our website, you agree to the terms outlined below.

Returning a Product

Timeframe

You have 30 days after receiving your product to request a return.

If more than 30 days have passed since delivery, unfortunately we cannot offer a refund or exchange.

Conditions

To be eligible for a return, the item must meet the following conditions:

The item must be unused

The item must be in its original packaging

The item must be in the same condition as when it was received

For products where hygiene is important, the item must be properly cleaned before initiating the return process.

Damage Due to Personal Use

We are not responsible for damage caused by misuse, negligence, improper handling, or normal wear and tear. Only manufacturing defects are covered under this policy.

Exceptions

For hygiene reasons, certain items cannot be returned once opened. These may include items such as underwear, lingerie, or other sealed hygiene products.

How to Start the Return Process

To request a return, please contact our customer support team via email and include the following information:

Your order number

The reason for the return

A photo of the item if it is damaged or incorrect

Your contact information

Our team will review your request and provide further instructions.

Email: Info@brookswillownewyork.com

Refund Procedure

Once your returned item has been received and inspected, we will notify you by email regarding the approval or rejection of your refund.

If your return is approved, the refund will be processed and applied to your original payment method within 30 days.

Delayed or Missing Refunds

If you have not received your refund after 30 days, please first check your bank account or credit card statement. Processing times may vary depending on your financial institution.

If you still have not received your refund, please contact us at:

Info@brookswillownewyork.com

Return Costs

Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method when sending back items. We are not responsible for returned packages that are lost during transit.

Exceptions – Defective or Incorrect Products

If you receive a defective or incorrect item, please contact our support team as soon as possible. Our team will review the issue and work with you to provide an appropriate solution.

Order Cancellation

Orders may be cancelled within 24 hours after being placed. After this period, orders may already be in processing and cannot be cancelled.

Questions

If you have any questions regarding this return policy, please contact our customer support team.

Email: Info@brookswillownewyork.com