Return & Refund Policy

At Brutality London, we take pride in the quality of our products and want you to be happy with your purchase. If you wish to return or exchange an item, please read our policy carefully.

UK Returns

We accept eligible returns within 14 days of delivery.

To request a return, please contact us at contact@brutalitylondon.com within 14 days of receiving your order.

Once you have notified us of your return, please send the item(s) back within a further 14 days.

Return Conditions

To be eligible for a return, items should be:

• Unworn, except where reasonably necessary to check the fit
• Unwashed
• In their original condition
• Free from marks, make-up, deodorant, perfume, pet hair or other signs of use
• Returned with original tags and labels attached where applicable

Please take reasonable care of all items while they are in your possession.

If an item has been handled beyond what would reasonably be necessary to inspect it and this has reduced its value, we reserve the right to make an appropriate deduction from the refund where permitted by law.

Sale & Discounted Items

Certain products may occasionally be clearly marked as SALE – EXCHANGE ONLY on the product page at the time of purchase.

For these selected promotional items, our store policy is to offer an exchange for another size, colour or available product rather than a voluntary refund, subject to availability and the return conditions above.

Where a customer has a statutory right to cancel and obtain a refund under applicable consumer law, this right will still apply regardless of an item being marked SALE – EXCHANGE ONLY.

Other sale or discounted products that are not specifically marked SALE – EXCHANGE ONLY may be returned in accordance with our standard return policy.

Any refund due will be based on the price actually paid after any sale price, promotional discount or discount code has been applied.

This policy does not affect your statutory rights.

Hygiene-Sensitive Items

For health and hygiene reasons, certain sealed products that are not suitable for return may not be eligible for return once their hygiene seal has been removed or broken.

This may include certain underwear or other intimate items supplied with a hygiene seal.

Nightwear may be returned provided it meets our standard return conditions and, where supplied with a hygiene seal, that seal remains intact.

This does not affect your statutory rights in relation to faulty, damaged or incorrectly described goods.

Personalised & Made-to-Order Items

Personalised, customised or made-to-order products are generally not eligible for change-of-mind returns or cancellations where an applicable legal exception applies.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

Gift Cards

Gift cards are non-returnable and cannot normally be exchanged for cash, except where required by law.

How to Request a Return or Exchange

Please email contact@brutalitylondon.com and provide:

• Your order number
• The item(s) you wish to return or exchange
• The reason for the return or exchange
• The size or alternative item required if requesting an exchange

We will then provide you with the relevant return instructions.

Please do not send returns to us without following the return instructions provided.

Return Shipping

Unless an item is faulty, damaged, incorrect or otherwise covered by your statutory rights, customers are responsible for the cost of returning their order.

We strongly recommend using a tracked postal service and retaining your proof of postage until your return has been processed.

Brutality London cannot accept responsibility for returned parcels that do not reach us.

Refunds

Once your return has been received and inspected, we will notify you regarding your refund.

Approved refunds will be issued to the original payment method.

We aim to process approved refunds promptly and, where statutory cancellation rights apply, within the timescales required by applicable consumer law.

Your bank or payment provider may require additional time for the refund to appear in your account after it has been processed.

Where required by law, the original standard delivery charge will also be refunded.

If you selected a delivery service that was more expensive than our standard delivery option, the additional delivery cost will not normally be refundable.

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged or incorrect, please contact us as soon as possible at contact@brutalitylondon.com.

Where possible, please provide:

• Your order number
• A description of the problem
• Clear photographs showing the fault, damage or incorrect item

We will review the issue and arrange an appropriate solution in accordance with your statutory rights.

We appreciate customers contacting us within 48 hours of delivery where an item appears to have been damaged during delivery, as this helps us investigate the issue promptly. However, this request does not limit your statutory rights.

Exchanges

We are happy to consider exchanges for another size, colour or available product, subject to stock availability.

Please contact us before returning your item so that we can advise you regarding availability and the exchange process.

Items returned for exchange must meet the same return conditions described above.

Where an exchange cannot be fulfilled because the requested product or size is unavailable, we will contact you to discuss the available options.

International Returns

We accept eligible international returns where applicable.

Please contact us within 14 days of receiving your order to request a return.

Unless otherwise required by applicable consumer law:

• Customers are responsible for return shipping costs
• We recommend using a tracked and insured postal service
• Customs duties, taxes and import charges paid to third parties are not normally refundable by Brutality London
• Returned products must meet our standard return conditions

International customers may have additional consumer rights under the laws applicable to their purchase.

Contact Us

For any questions regarding returns, refunds or exchanges, please contact:

Brutality London
Email: contact@brutalitylondon.com

We will be happy to assist with your order.

This Return & Refund Policy does not affect your statutory rights.