Return Policy Template (delete before publishing)
How to use this template: Replace every [BRACKETED] field with your store's details, delete these instruction blocks. This policy is written to match what Branvas - your fulfillment partner - actually accepts, so you don't promise customers something you can't deliver. Read the "Merchant notes" at the bottom before publishing.
Returns & Refunds
At [STORE NAME] we want you to love your jewelry. Every piece is made to order and inspected before it ships, but if something arrives wrong, we'll make it right.
What we accept returns for
We offer a free replacement or store credit if your item arrives:
Damaged in transit
With a manufacturing defect
Incorrect (you received the wrong item from what you ordered)
What we can't accept returns for
Because each piece is made to order, we're unable to accept returns or offer refunds for:
A change of mind (buyer's remorse)
Ordering the wrong size or style
An item not matching personal expectations (color, look in person, etc.)
General dissatisfaction that isn't quality-related
Optional (delete before publishing)
Goodwill returns: Branvas won't reimburse you for change-of-mind returns, but you may still choose to offer them to your customers at your own cost. If you do, add your terms here (e.g., "Change-of-mind returns accepted within 14 days for store credit; return shipping paid by customer"). If you don't, delete this block.
How to start a claim
If your item arrived damaged, defective, or incorrect, contact us within [CLAIM WINDOW] of delivery.
Merchant note: (delete before publishing)
Pick your window: Branvas's own policy is inconsistent (it states both "within 30 days of receiving" and "within 10 days of delivery"). Choose a window at or below Branvas's shortest stated window so every claim you accept is still claimable with Branvas. When in doubt, confirm the current window with Branvas and use that number. A common safe choice is 10 days.
Step 1 — Take a clear photo. Photograph the issue in good lighting, showing:
The damage or defect clearly
The item in its packaging, if possible
Any packaging damage
Step 2 — Email us. Send your photos to [SUPPORT EMAIL] and include:
Your order number
A description of the issue
The photo(s)
Step 3 — We'll resolve it. Our team will reply within [YOUR RESPONSE TIME, e.g. 1–2 business days]. Once your claim is approved, you'll choose:
A replacement shipped to you at no cost, or
Refund to your payment method
Approved replacements typically ship within [1–3 business days] of approval.
Exchanges & size changes
We don't offer exchanges for a wrong size, different style, or color preference. If you ordered the wrong size, please place a new order for the correct item.
Merchant note: (delete before publishing)
Branvas does not accept size/style exchanges upstream, so any discount or refund you offer here comes out of your own margin. Add your policy if you want to offer one, or leave this section as-is.
Wrong or damaged item - what happens next
Send us a photo and your order number, and we'll arrange a replacement shipped directly to you or to your address on file. We'll keep you updated with tracking once it's on the way.
Merchant note: (delete before publishing)
Do NOT publish a return address. Branvas assigns a return address based on the customer's location; items are never returned to your address, and Branvas's company details never appear on it. Don't list any return address on your public policy - replacements are handled through the photo-based claim process above, so customers rarely need to ship anything back.
Questions?
Email [SUPPORT EMAIL] with your order number and we'll be glad to help. We typically respond within [YOUR RESPONSE TIME].
Merchant notes (delete before publishing)
Use at your own discretion. This template is provided as a convenience. You are responsible for the return policy you publish and for all communication and issues with your own customers. Branvas is not responsible for any claim, dispute, or liability arising from your use of this template or from your customer relationships.
Keep your terms no more generous than Branvas's. Branvas reimburses you only for damaged, defective, or incorrect items. Anything extra you promise (change-of-mind refunds, exchanges, longer windows) is on you.
Claim window: Set [CLAIM WINDOW] at or under Branvas's shortest current window (their page says both 30 and 10 days — verify and use the shorter to stay safe).
Response/resolution times: The times above are your customer-facing commitments. Branvas responds to you within ~2–3 business days, so pad your promised times accordingly.
Never expose Branvas. Don't mention Branvas by name, and don't publish any return address - this keeps your private-label store looking like the direct seller.
Samples: Branvas treats sample orders under the same damaged/defective-only rule. Not usually relevant to your storefront, but keep it in mind for your own ordering.