Sales & Returns

Effective from: 19 Jun 2025

These terms apply to all sales made through Brow Farm Online Store. When we say "you", we mean our customers. By placing an order, you agree to these terms. They are governed by the law of England and do not affect your statutory rights.

1. Your Right to Cancel – Consumer Contracts Regulations 2013

Under UK law, you have the right to cancel your order within 14 days of receiving your goods. You must notify us by email within this period to be eligible for a refund.

You then have a further 14 days to return the goods to us (total return window: 28 days).

Returns are at your own expense unless the item is faulty or sent in error.

Returned goods must be in a resellable condition – unused, undamaged, and in original packaging.

2. Sale Terms

All prices are shown in GBP (£) and include VAT unless otherwise stated.

Delivery charges (if any) are calculated at checkout based on location.

Orders are considered an offer to purchase and are not accepted until payment is taken.

We reserve the right to refuse or cancel any order. If this happens, any payment received will be refunded in full.

Orders can be altered or cancelled within 24 hours of placing the order. Later changes may incur a 10% handling fee.

If you're unsure about an item or made a mistake, email us at sales@browfarm.co.uk as soon as possible and we’ll do our best to help.

3. Product Information

Product sizes and dimensions shown on our website are typical but may vary slightly.

We reserve the right to update or adjust sizes or specifications for safety, performance, or supply reasons.

4. International Orders

If you're ordering from outside the UK, you are responsible for any local taxes, duties, or import paperwork.

For orders requiring a Phytosanitary Certificate (e.g. seeds), you must request this in advance and cover the associated cost.

Items sent without required certificates are shipped at your own risk.

5. VAT and Business Orders

UK VAT is included in all eligible product prices. Items such as food, which are zero-rated for VAT, are not charged VAT at checkout.

For international customers outside the EU, VAT will be automatically removed at checkout.

EU-based business customers (excluding the UK) are responsible for reclaiming VAT through their own systems.

6. Cancelling an Order

To cancel, email sales@browfarm.co.uk.

If the item hasn’t yet shipped, we'll issue a full refund.

If it has shipped, simply refuse delivery or return the parcel to us. A refund will be processed upon safe return of the item(s).

7. Returns Policy

Custom-made items are non-returnable.

Please contact us at sales@browfarm.co.uk before returning any goods.

Pillows and pillowcases can only be returned if unopened, due to hygiene regulations, unless they are faulty.

Goods must be returned in unused, unwashed, and undamaged condition with original packaging.

You are responsible for the safe return of goods and for any items lost or damaged in transit. We recommend using a signed-for service.

We aim to refund or exchange returned items within 21 days of receiving them.

8. Faulty or Incorrect Goods

If your goods arrive: Faulty, Damaged in transit, Incorrect, or Delayed due to our error, please contact us as soon as possible by phone or email.
We’ll offer either a full refund (including return postage) or replacement, at our discretion.

9. Warranties

All soft furnishings are covered by a 30-day workmanship warranty, covering faults in stitching or construction.
This does not cover wear and tear, washing damage, overheating, or misuse.

10. Your Privacy

We take your privacy seriously. Your details are protected under the UK Data Protection Act and UK GDPR.
We do not share personal data with unauthorised third parties. For more, see our Privacy Policy.

11. Complaints and Feedback

We take complaints seriously. If you're unhappy with a product or service, please Contact Us. We'll do our best to respond within two working days and aim to resolve any issues promptly and fairly.