Refund policy
Our Return Policy
We want you to be completely satisfied with your purchase. If you are not happy with your order for any reason, you may request a return within 30 days of receiving your item.
To be eligible for a return, your item must be:
- Unworn and unused
- With tags attached where applicable
- In its original packaging
- Accompanied by your receipt or proof of purchase
You may request a return for any reason within the 30-day window. Returns are subject to a brief inspection to confirm the item meets the eligibility requirements above. Nothing in this policy limits any mandatory consumer rights available to you under applicable law.
How to Start a Return
Contact us at support@brooksbeck.com with your order number and the reason for your return. We will review your request and send instructions on where and how to send your item. Items sent back without first requesting a return will not be accepted.
Return Shipping Costs
For returns due to preference, fit, or sizing:
- You are responsible for the cost of shipping the item back to us.
- Brooks & Beck does not charge a restocking fee.
For items that arrive damaged, defective, or incorrect:
- Contact us promptly at support@brooksbeck.com with your order details and supporting photos where reasonably required.
- If your item arrives damaged or defective, you may choose a refund or a free replacement. We cover any required return shipping and replacement shipping costs. You will not be charged to correct a Brooks & Beck or fulfillment error.
Refunds
Once we receive your return, we typically inspect it within 1–2 business days. We’ll notify you of the outcome and issue any approved refund to your original payment method.
After we issue the refund, please allow up to 10 business days for your bank or payment provider to credit your account. Processing times vary by provider.
If you haven’t received your refund after that time, contact support@brooksbeck.com for assistance.
Refund amounts:
- If every item in an order is returned and approved, the purchase price of all eligible returned items and any original outbound shipping charge paid on that order will be refunded.
- If only part of a multi-item order is returned, the purchase price of the approved returned item or items will be refunded, but the original outbound shipping charge will not be refunded.
- If the order originally qualified for free shipping, there is no original outbound shipping charge to refund.
Sale-Priced Items
Eligible sale-priced items are covered by our standard 30-day return policy. Returns of sale-priced items are subject to the same eligibility requirements as full-price items.
Exchanges
Contact us at support@brooksbeck.com if you would like a different size, colour, or item. Depending on the order and product availability, we may offer either:
- A standard return followed by a new order; or
- A quicker replacement option involving a disclosed reshipment or exchange fee.
Any applicable fee will be clearly communicated and must be accepted before the exchange is processed. Replacement products are subject to availability.
The customer is not charged an exchange or replacement fee when correcting an item that arrived damaged, defective, or incorrect.
Non-Returnable Items
The following items cannot be returned:
- Gift cards
If you have a question about whether your specific item is eligible for return, please contact us before sending it back.
Sizing Notice
To ensure accurate fulfillment, some items may arrive labeled in international sizing depending on the manufacturing origin. All products are sized and shipped according to the US size selected at checkout, matched using our standardized conversion chart.
While the size printed on the item's label may differ from the US size selected, the item is fulfilled according to its corresponding US-size conversion. Please consult any product-specific sizing information before ordering or contact us if you need assistance selecting a size.
Order Cancellation
If you need to cancel an order after payment, please contact us immediately at support@brooksbeck.com with your cancellation request. We will make every effort to accommodate your request; however, we cannot guarantee cancellation once an order has been forwarded to the warehouse for processing. If your order has already been processed or shipped, it will not be eligible for cancellation. In that case, you may return the item once received in accordance with this policy.
European Union and International Consumer Rights
Brooks & Beck offers eligible customers a 30-day commercial return period. Customers in the European Union may also have a statutory right to withdraw from an eligible online purchase within 14 days of receiving it, without providing a reason.
The 30-day Brooks & Beck return policy is offered in addition to any mandatory statutory rights. Where applicable consumer law provides greater or different rights concerning eligibility, return costs, delivery-charge refunds, remedies, or refund timing, those mandatory rights will apply.
Nothing in this policy limits any mandatory consumer rights available under the laws of the customer's jurisdiction.
Contact Us
If you have questions about a return, refund, exchange, or order, contact us at support@brooksbeck.com or +1 800-906-2358.
Customer Service Hours
Monday to Friday: 8 AM–5 PM Pacific Time
Saturday and Sunday: Closed
We aim to respond to your inquiries within 24 hours.
Registered Company Address:
1003 East 59th Avenue
Vancouver BC V5X 1Y8
Canada
Store Name: Brooks & Beck
Company Name: Saf Incense Inc.
Company Registration Number: 1430905-7
CRA Business Number: 706477809