Returns & Refund Policy

At Easybrainz, we take immense pride in the quality and functionality of our products. We want you and your loved ones to be completely satisfied with every purchase. If for any reason you are not 100% happy with your order, our straightforward Return & Refund Policy ensures a smooth, hassle-free process.

1. Return Window

30-Day Doorstep Returns: You have 30 calendar days from the date your package is delivered to request a full return or refund.
14-Day Product Exchanges: If you wish to exchange an item for a different size, color, or style, requests must be submitted within 14 calendar days of delivery.

2. Conditions for Returns & Exchanges

To qualify for a 100% genuine return, exchange, or store credit, the item must meet the following criteria:

Condition: The product must be unused, unwashed, free of pet hair, and in the same pristine condition in which you received it.
Packaging: The item must be returned in its original packaging with all intact labels, tags, and accessories included.
Proof of Purchase: A valid order number or order confirmation email is required to process all returns.

3. Non-Returnable & Restricted Items

For hygiene, health, and safety reasons, certain categories of items are strictly non-returnable unless they arrive defective or damaged:

Personalized or custom-engraved products (e.g., custom dog harnesses).
Hygiene-sensitive items that have been opened or used directly against pet fur or baby skin without protective barriers.
Items marked final sale or purchased with non-refundable promotional codes.

4. Refund Policy

Approval & Processing: Once your returned item is received at our facility and passes quality inspection (usually within 2 business days), your refund will be processed immediately.
Refund Method: Refunds are issued directly to the original payment method used at checkout (Credit Card, Debit Card, PayPal, Apple Pay, etc.).
Timeline: Depending on your financial institution, standard refunds typically take 3 to 5 business days to reflect on your bank or credit card statement.
Shipping Cost Refunds: No costs (if any express fees applied) are non-refundable unless the return is due to an error on our part (damaged, defective, or incorrect items).
Late or Missing Refunds: If you haven’t received a refund after 5 business days from our approval notification, please check your bank account first, then contact your credit card provider or bank. If you still have not received it, reach out to us directly at info@easybrainz.com.

5. Damaged, Defective, or Incorrect Items

We do our best to ensure every item arrives in perfect condition. If your order arrives damaged, defective, or incorrect:

Notify us within 48 hours of delivery at info@easybrainz.com or via phone/WhatsApp at +44 7976 390846.
Provide your order number along with clear photos or a short video showing the issue or defect.
Once verified, we will dispatch a brand-new replacement at zero additional cost to you or issue a 100% full refund immediately.

6. Step-by-Step Return Instructions

Submit Your Return Request (Email or Call Us First):

Contact our customer care team at info@easybrainz.com or via WhatsApp/Call at +44 7976 390846. Include your order number, details of the item(s) you wish to return, and the reason for the return.
Receive Authorization & Return Address (Do Not Ship Prior to Approval):

Our support team will review your request within 24 hours and issue a return authorization along with the exact designated return address details.
Pack and Ship Your Package (Secure Original Packaging):

Securely package the item in its original box/bag along with all original tags. Ship the package using a trackable shipping service of your choice and share the tracking code with our support team.
Quality Inspection & Refund (3 to 5 Business Days Processing):

Once your return arrives at our facility, our team will inspect the item within 2 business days. Approved refunds will automatically be issued to your original payment method within 3 to 5 business days.

7. Return Shipping Fees

Customer Responsibility: Customers are responsible for paying their own return shipping costs for standard returns (e.g., change of mind, incorrect size selection).
Easybrainz Responsibility: If the return is due to our error (defective product, wrong item sent), Easybrainz will cover all return shipping costs or provide a prepaid shipping label.