Refund Policy

If you are unhappy with our products you may cancel your order within 14 days of delivery - call or email us to obtain a return authorization. There is however a 10% restocking fee on 'use by' dated perishable products, unless it is our error. 
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at sales@denisebrown.co.uk. Please note that returns will need to be sent to the following address: 

  • Denise Brown Ltd
  • UNIT 404
  • 266 Banbury Road
  • Oxford OX2 7DL

You can always contact us for any return question at sales@denisebrown.co.uk. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods, custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@denisebrown.co.uk.

We promise to deal with all complaints in a fair manner. Complaints will be acknowledged within 5 working days and a timescale of action will be described to you. This does not affect your statutory rights