We replace or refund items that arrive damaged in transit, with a manufacturing defect, or incorrect (you received the wrong item), for sample orders and customer orders alike.
Because pieces can't be resold once shipped, we can't accept returns or offer refunds for:
A change of mind
Ordering the wrong size or style
An item not matching personal expectations (color, look in person, etc.)
General dissatisfaction that isn't quality-related
An incorrect, incomplete, or undeliverable shipping address (see below)
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.
Incorrect or undeliverable addresses
Orders ship to the address exactly as it appears on the order. A package is not covered by a claim if it is lost, returned, or delivered to the wrong place because of:
An incorrect, incomplete, or outdated shipping address entered at checkout
A missing or unreachable phone number where one is required
An address the carrier cannot access (gated community, secure building, business closed at delivery time) with no alternative delivery instruction
Delivery refused by the recipient, or a package left unclaimed at a post office, parcel locker, or pickup point until the carrier's holding period expires
In these cases:
We can't replace or refund the order
The customer places a new order if they still want the item; any discount you offer on it is your own decision
To avoid this:
Check the address before you click Fulfill; leave Auto-Fulfill off if you want that pause (see Can I change the shipping address after an order is placed?)
Make the phone number field required in your Shopify checkout (Settings → Checkout → Shipping address phone number → Required)
Publish the same rules to your customers using the shipping policy template
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.
Templates for your store: the return policy template and shipping policy template are written to match the rules above, so you never promise your customers something we can't deliver.