Return & Refund Policy

At Broom Mart, your satisfaction is our priority. We want every purchase to be a positive experience. If something isn’t right, we’ll work with you to put it right.

1) Return Shipping Method (Information from the Image)

To ensure clarity and alignment with the system shown in the image, our return process follows these settings:

  • Return method: By mail

  • Currency for refunds and any applicable charges: GBP

  • Return label option: Download and print

  • Label cost: No cost (when the return is due to our error or required by law)

If the return is not due to our mistake, the customer may return the item using their preferred shipping method (see return cost section).

2) Eligibility and Return Window

Return window:
We offer a 14-day return window, counting from the delivery date recorded by the carrier.

This period aligns with the statutory “cooling-off period” under European Union consumer law.
If mandatory consumer laws in your country provide a longer period, that legal timeframe will prevail.

Item condition:
To be eligible for a return, items must be:

  • Unused and unworn

  • In the same condition in which they were received

  • In the original packaging with all tags, accessories, manuals, and gifts included

Proof of purchase:
A valid order confirmation or receipt is required.

Non-returnable items:
For health, hygiene, safety, or regulatory reasons, the following cannot be returned:

  • Intimate apparel and sanitary goods

  • Perishable items

  • Hazardous materials

  • Flammable liquids or gases

  • Items marked as “Final Sale” or “Non-Returnable”

Note: If a non-returnable item arrives damaged or faulty, please refer to Section 6.

3) How to Start a Return

  1. Email support@broommart.com with your order number, the item(s), the reason for the return, and photos (if applicable).

  2. You will receive:

    • Return authorisation

    • Detailed instructions

    • The return address

    • A “Download and print” label when applicable

  3. Pack the item securely. Whenever possible, use the original packaging and remove or cover any previous shipping labels.

  4. Send the parcel within the timeframe specified in your authorisation email.

Important:

  • Returns sent without prior authorisation may be refused or delayed.

  • We are not responsible for parcels returned without tracking.

4) Return Shipping Costs

Customer responsibility:
Return shipping costs are the customer’s responsibility unless the return is due to our error.

Our error:
If we made a mistake (such as sending an incorrect or faulty item), we will provide:

  • A free return label (Download and print – No cost), or

  • Reimbursement of reasonable return postage costs with proof of payment.

Original delivery fees:
Original delivery fees are non-refundable unless required by law or the issue is due to our error.

5) Refunds

After we receive and inspect your return:

  • We will notify you of approval or rejection of your refund.

  • Approved refunds are issued to the original payment method.

  • Refunds may take 5–14 business days after approval to process; your bank or card issuer may require additional time.

Partial refunds may apply if:

  • The item is not in its original condition

  • Parts are missing

  • There is wear or damage not caused by us

6) Damaged or Faulty Items

  • Contact support@broommart.com within 48 hours of delivery.

  • We may request photos or a short video for assessment.

  • Once approved, we will arrange a replacement or a full refund at no extra cost.

  • If a replacement is unavailable, a full refund will be issued.

7) Exchanges

  • Exchanges are available for the same product (e.g., a different size or colour) subject to stock availability.

  • If the requested item is out of stock, a refund will be processed instead.

  • To request an exchange, email support@broommart.com.

8) Gifts and Gift Returns

If the item was sent directly to you as a gift:

  • Approved returns may be issued as a gift credit.

  • A digital gift certificate will be emailed to you once the return is received and approved.

If the gift was sent to the purchaser:

  • Refunds can only be issued to the original payment method.

9) Order Cancellations and Changes

Once an order has entered processing or dispatch, we are unable to cancel or amend it.
If you no longer want the item after dispatch, please follow the return process once it arrives.

10) International Returns

  • Import duties, taxes, and customs fees are typically non-refundable.

  • Customers outside the UK are responsible for return shipping costs unless the return is due to our error.

11) Final Sale and Promotional Items

  • Items marked as “Final Sale” cannot be returned or exchanged unless defective.

  • Free gifts must be returned unused and in their original packaging. If not returned, their value may be deducted from the refund.

12) Customer Support

We are here to assist you.

Email: support@broommart.com
Please include your order number and all relevant details for faster support.