Refund policy
Refund & Return Policy
At The Club of the Broken Hearts, we want you to feel confident in your purchase. If something isn't quite right, we're here to help.
Return Window
We accept returns within 14 days of delivery.
The 14-day return period begins on the day your order is marked as delivered by the shipping carrier.
To be eligible for a return, your item must be returned in its original condition and show no signs of wear or use.
Return Conditions
Returned items must be:
- Unworn and unwashed
- Free from stains, fragrances, makeup marks, pet hair, or other signs of use
- Returned in a clean and resalable condition
- Returned within 14 days of delivery
We reserve the right to refuse a refund if an item is returned in a condition that suggests it has been worn, washed, damaged, or otherwise used beyond what is reasonably necessary to inspect the product.
How to Start a Return
To inform us for a return, please send us an email at The.club@tcotbh.com
Once your return request has been approved, you can send it to our returns address:
The Club of the Broken Hearts Flat 4, Rodney Road, Tavistock House, Cheltenham, Gloucestershire, GL50 1HX
Items sent back without an approved return request may not be accepted. Please do not send items to this address without first receiving approval through the Returns Portal, as unapproved returns may be delayed or refused.
Return Shipping Costs
Customers are responsible for arranging and paying for return shipping costs.
You may use any postal or courier service of your choice.
We strongly recommend using a tracked delivery service, as The Club of the Broken Hearts cannot be held responsible for returns lost or damaged during transit.
Original shipping charges are non-refundable.
The Club of the Broken Hearts does not currently provide prepaid return labels.
Exchanges
We do not currently offer direct exchanges.
If you would like a different size, colour, or product, please return the original item (subject to approval) and place a new order through our website.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome of your return request.
If approved, your refund will be issued to the original payment method used for the purchase.
Please allow several business days for your bank or payment provider to process the refund after it has been issued.
Damaged, Faulty or Incorrect Items
If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery and provide photographs of the issue.
Where appropriate, we will offer a replacement, refund, or another suitable resolution.
Non-Returnable Items
The following items are not eligible for return or refund unless faulty:
- Final Sale items
- Archive items
- Gift cards
- Items returned outside the 14-day return period
- Items showing signs of wear, washing, alteration, or damage after delivery
Contact Us
If you have any questions regarding returns or refunds, please contact us at: The.club@tcotbh.com
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