We want you to be happy with your order. Most eligible, nonpersonalized physical items can be returned within 30 days after delivery. Please read the conditions below before sending anything back.
HOW TO START A RETURN
Start a return at https://returns.thebrownstonemarket.com or email orders@thebrownstonemarket.com with your order number. If the portal is unavailable, email us and we will help you directly. Please wait for return instructions and approval before mailing an item. We cannot accept a return sent without authorization.
STANDARD RETURNS
An eligible, nonpersonalized physical item may be returned within 30 days after delivery if it is unused and in its original or like-new condition. Include its original packaging when practical. For a standard return, the buyer pays return shipping. Original shipping charges are not refunded unless we made an error or applicable law requires otherwise. After we receive and inspect the item, we will refund the eligible product amount to the original payment method. Your payment provider may need additional time to post the refund.
The following items cannot be returned for a change of mind:
• Custom or personalized products;
• Digital downloads and editable templates after access has been delivered;
• Sale items; and
• Products damaged through use or ordinary wear and tear.
These exclusions do not apply when an item is defective, damaged on arrival, incorrect, or otherwise qualifies for a remedy under applicable law.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If an item arrives damaged, defective, or different from what you ordered, email returns@thebrownstonemarket.com as soon as possible. Include your order number, a description of the problem, and clear photos of the item and shipping packaging if available. Please keep the packaging until we tell you whether a return is needed.
We will review the issue and arrange an appropriate replacement, correction, or refund. When a return is needed because of our mistake or an item arrived damaged or defective, we will provide a prepaid return method and cover shipping for any replacement. This applies to personalized products too.
PERSONALIZED PRODUCTS
Because personalized products are made for your order, they cannot be returned simply because your plans change or you no longer want them. Please check names, dates, spelling, colors, quantities, and other details before placing your order and review any proof we send. If we made an error or the product arrives damaged or defective, contact us under the section above.
DIGITAL PRODUCTS
Digital files and editable templates cannot be physically returned. If your download or editing access is missing, does not work, or differs materially from the listing, email orders@thebrownstonemarket.com with your order number so we can help or provide an appropriate remedy. Digital cancellation requests before access is delivered are covered by our Cancellation Policy.
SHIPPING ADDRESS AND MISSING PACKAGES
If you notice an incorrect shipping address, email orders@thebrownstonemarket.com immediately. We will try to correct it before shipment but cannot promise a change after the order has shipped. If a package is returned because the address provided at checkout was incorrect, we will contact you about any additional postage before reshipping.
If tracking shows a delay or delivery but you cannot find your package, contact us with your order number. We will help investigate with the carrier and review the circumstances before deciding on a replacement or refund. Your rights under applicable law remain in effect.
RELATED POLICIES
Cancellation Policy: https://www.thebrownstonemarket.com/pages/cancellation-policy
Shipping Policy: https://www.thebrownstonemarket.com/pages/shipping-policy
Questions? Email orders@thebrownstonemarket.com. For damaged, defective, or incorrect items, email returns@thebrownstonemarket.com.
