Refund policy

Return & Refund Policy

We want you to love your new favorite things from Brandt New Co. Please review our return and refund policy before placing your order, as eligibility may vary depending on the type of product purchased.

Returns

For eligible non-custom physical products, please contact us within 7 days of delivery to request a return.

To be eligible for a return, the item must be unused, unworn, and in its original condition and packaging.

Please contact us before sending a return. Items returned without prior authorization may not be accepted.

Custom & Personalized Items

Because custom and personalized products are created specifically for you, they are generally not eligible for returns, exchanges, or refunds due to change of mind, incorrect size selection, or customer-provided personalization errors.

However, if your custom item arrives damaged, defective, or there was an error on our part, please contact us so we can review the issue and work toward an appropriate resolution.

Print-on-Demand Products

Many of our print-on-demand products are made specifically after an order is placed. Because of this, returns or exchanges for buyer's remorse or incorrect size/color selections may not be available.

If your item arrives damaged, defective, misprinted, or incorrect, please contact us as soon as possible with your order information and photos of the issue.

Supplier-Fulfilled / Dropshipped Products

Return eligibility for products shipped by one of our fulfillment partners may vary by product and supplier.

Please contact Brandt New Co. before returning an item so we can provide the correct instructions and determine whether the item is eligible for return.

Do not send supplier-fulfilled products to another address without receiving return instructions from us first.

Digital Products

Due to the nature of digital products, digital downloads are generally non-returnable and non-refundable once delivered or accessed, except where required by applicable law.

If you experience a technical problem accessing your digital purchase, please contact us so we can help.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives. If you receive an item that is damaged, defective, or different from what you ordered, contact us promptly at support@brandtnewco.com

Please include your order number and clear photos of the item and packaging when applicable. We will review the issue and provide next steps.

Non-Returnable Items

Certain products may not be eligible for return, including:

Personalized or custom-made products, except for qualifying defects or errors
Digital downloads, subject to applicable law
Items marked final sale
Used, worn, washed, or altered products
Certain hygiene-sensitive or other non-returnable products where applicable

Exchanges

If exchanges are available for an eligible product, please contact us first. Availability may depend on the product and fulfillment method.

Refunds

Once an approved return is received and inspected, we will notify you of the status of your refund.

Approved refunds will generally be issued to the original payment method. Processing times after a refund is issued may vary depending on your bank or payment provider.

Original shipping charges and return shipping costs are non-refundable unless otherwise required by law or the return is due to an error by Brandt New Co.

Order Cancellations

Because handmade, personalized, print-on-demand, and supplier-fulfilled products may enter production shortly after an order is placed, we cannot guarantee that an order can be changed or canceled once processing or production has begun.

Questions

Questions about a return, refund, damaged product, or order?

Brandt New Co.
Your New Favorite Things