Refund policy
We have a 1 week return policy, which means you have 1 week after receiving your item to request a return for the product on only specific products and conditions apply.
Orders paid by credit card will be refunded to the original card used during checkout. The refunded amount will be available within the next billing statement. This may change depending on banks and credit providers, it could take up to 30 working days. Any changes in currency during the return period will not be reimbursed.
TERMS AND CONDITIONS OF RETURN
The returned items must be sent back in their original packaging together with all the materials received with the item/s (dustbags, covers, etc.) and should have a copy of the invoice inside.
The item/s must be unharmed, unwashed, not worn or altered, and must have all original security seals still attached. When trying on shoes, please be mindful not to scratch the soles or mark the shoe box. We will not accept any returns that have been worn or are soiled.
All products are handcrafted. Any imperfection characterizes the uniqueness of these pieces, which have been hand-made by artisans and will not be considered defects. However, thebroque.com will examine each query concerning possible ceramics’ defects before accepting or refusing them.
We have made every effort to display the colors of our products that appear on thebroque.com as accurately as possible. However, as computer monitors, tablets, and mobile devices vary, we cannot guarantee that your monitor's display of a color will be completely accurate.
To start a return, you can contact us at club.broque@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at club.broque@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Products are classified as faulty if they are not of satisfactory quality, fit for purpose, or as described. Please note that items that are damaged as a result of normal wear and tear; by accident; or through misuse will not be considered faulty. If your item is faulty when you receive it, you can return it for a refund within 14 days from the date you received it.
Exceptions / non-returnable items
Please note that customized, bespoke, made-to-order, and mask items cannot be returned. Customers are responsible for ensuring that the customization details are correct. No cancellation nor alteration may be made once a customized order has been placed. It is not possible to request customization for items after an order has been placed or delivered.
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
