Refund policy
EXCHANGES AND RETURNS
If you are not 100% satisfied with your purchase, Branff offers you the option of a completely free exchange or return of items for a fee of €4 within the Iberian Peninsula, provided that:
It is a collector's item. Pre-order or custom items are not eligible for returns.
They were purchased directly through our website branff.com or from an official Branff retailer.
You are within 14 calendar days of receiving your order.
The items retain their original packaging and are in "like new" condition, meaning they have not been washed or worn, and retain their original labeling.
A second exchange or return will be the customer's responsibility and must be managed by them.
We do not accept exchanges or returns of underwear and socks.
The balance on gift cards cannot be refunded or exchanged for cash.
INTERNATIONAL ONLINE RETURNS
If you are not 100% satisfied with your purchase, Branff offers you the option to return items, provided that:
It is a collector's item. Pre-order or custom items are not eligible for returns.
They were purchased directly through our website branff.com or from an official Branff retailer.
You are within 14 calendar days of receiving your order.
The items retain their original packaging and are in "like new" condition, meaning they have not been washed or worn, and retain their original labeling.
We do not accept returns on underwear or socks.
You must send the package to our facilities at your own expense to the address provided.
HOW TO START THE PROCESS?
If you purchased from branff.com, follow these steps:
Please ensure the product is properly packaged in its original packaging and protected with an opaque bag or box to prevent damage during shipping.
Contact us at sales@branff.com including your personal information, order details, and the reason for the return.
You will shortly receive an email with the return label and instructions.
ARE THERE SHIPPING COSTS?
No. Branff will cover the shipping costs for returns within the Iberian Peninsula, provided the pickup is scheduled by Branff and, in no case, if the customer has chosen a different shipping method.
SPECIAL CASES
In the event of a partial return of items that does not meet the minimum order amount for free shipping, Branff will refund the amount of the returned items, minus the cost of the initial shipment.
Any transport operator other than those offered by Branff will be the customer's responsibility. Branff will not be liable for loss or damage caused by independent carriers.
The legitimate basis for processing your data for marketing purposes is your consent.
WHEN DO I RECEIVE MY MONEY?
Once the return process begins and the product arrives at our facilities, the items will be inspected. After verifying that they are in perfect condition and have not suffered any damage, the corresponding refund will be processed within 7 business days.
The refund will be issued using the same method used to make the payment.
CAN I CANCEL AN ORDER?
Yes. You can request cancellation of your order as long as it has not been processed. That is, even if payment has been made, the order has not left our facilities.
To process your cancellation, please use one of the following options:
Contact us at sales@branff.com and send us a form with your personal information and order number.
Open an online chat and have your personal information and order number ready.
Call +34744625254 and have your personal information and order number ready.