We replace or refund items that arrive damaged, with a manufacturing defect, or incorrect, for sample orders and customer orders alike. Because pieces can't be resold once shipped, we can't accept returns for change of mind, wrong size/style ordered, unmet expectations, general dissatisfaction, or an incorrect address provided at checkout.
File a claim within 10 days of delivery (the window starts when you or your customer receive the package, not the order date):
Photograph the issue clearly: good lighting, the item in its packaging if possible, any packaging damage.
Email [email protected] with the order number, a description, the photos, and whether it's a sample or customer order.
We respond within 3 business days with your choice of a replacement at no cost or a refund issued as Branvas credit; approved resolutions ship or process within 1–3 business days.
If your customer receives a damaged item: have them send you a photo, forward it with the order number, and we'll ship the replacement directly to your customer. You keep them informed with the tracking we provide.
No exchanges for wrong size, style, or color preference; the customer places a new order, and any discount you offer them is your own customer-service decision.
Return address: when a return is needed, Branvas issues an address based on the customer's location. Items are never returned to your address, and Branvas's details never appear on the label.