Refund policy

Return & Refund Policy

At BROKLEN, we want you to shop with confidence. If you are not completely satisfied with your purchase, please contact us and we will help you with the appropriate return or refund process.

BROKLEN is operated by BROKLEN LTD, company registration number 17453475.

Registered/Business Address:
51 Church Road
Clacton-on-Sea
CO15 6BQ
United Kingdom

Email: sales@broklen.com

Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM

We usually respond to emails within 24 hours.

1. Your Statutory Cancellation Rights

For eligible online purchases made by consumers in the United Kingdom, you generally have the legal right to cancel your order within 14 days from the day after you receive the goods, without having to provide a reason.

After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.

These statutory consumer rights are not affected by any additional BROKLEN return policy described below.

2. BROKLEN 30-Day Return Policy

In addition to your statutory rights, BROKLEN accepts returns within 30 days of delivery where the item is:

Damaged on arrival;
Defective or faulty;
Significantly different from its product description;
Incorrectly supplied; or
Otherwise covered by applicable consumer protection law.

Where an item is damaged, defective, incorrect or not as described, please contact us as soon as reasonably possible and provide photographs or other relevant information where requested.

3. Change of Mind Returns

If you simply change your mind or no longer want an item, you may exercise your statutory cancellation rights where applicable.

The item should be returned in an appropriate condition. Where legally permitted, you may be responsible for the direct cost of returning an unwanted item if we informed you of this responsibility before your purchase.

Items should be returned in their original condition, with original packaging, accessories and any included components where reasonably possible.

We reserve the right to make lawful deductions where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, subject to applicable consumer law.

Certain products may be excluded from cancellation or return where an applicable legal exception applies. Any such restriction will be clearly stated before purchase.

4. Damaged, Faulty, Incorrect or Misdescribed Items

If your order arrives damaged, faulty, incorrect or materially different from its description, please contact:

sales@broklen.com

Please include your order number and, where appropriate, photographs showing the issue.

We will assess the issue and provide appropriate instructions. Where the goods are confirmed to be faulty, damaged, incorrect or not as described, BROKLEN will provide the remedy required by applicable consumer law and will not require the customer to bear costs that we are legally responsible for.

5. Return Procedure

Before sending a return, please contact us at sales@broklen.com.

Please do not send goods to our business address unless we have specifically instructed you to do so for your particular return.

Once your return request has been approved or your cancellation has been notified, we will provide the appropriate return instructions.

Customers are responsible for ensuring that returned goods are packaged securely so that they are not damaged during transportation.

6. Refunds

Once returned goods have been received and inspected, BROKLEN will process an approved refund within 5 days of receiving and inspecting the returned item.

Where applicable law requires a refund to be made sooner or by a particular deadline, the statutory deadline will apply.

Refunds will normally be made using the original payment method.

Depending on your payment provider or bank, it may take additional time for the refunded amount to appear in your account.

7. Original Delivery Charges

Where a customer exercises a statutory cancellation right, we will refund the applicable standard delivery charge in accordance with UK consumer law.

If a customer selected a more expensive delivery option, we are generally only required to refund the cost of the least expensive standard delivery option available.

8. Non-Returnable Situations

Where legally permitted, we may refuse a return or make a lawful deduction where:

The item has been damaged by the customer;
The item has been used beyond what is reasonably necessary to inspect or establish its characteristics and functionality;
The item has been materially altered by the customer; or
A specific legal exception to cancellation applies.

Nothing in this policy limits any consumer rights that cannot legally be excluded.