Refund policy

Return and Refund Policy

At Brown Living™, we strive to deliver sustainable, ethical, and high-quality products. However, we understand that there may be occasions when you may wish to return or exchange a product. This Return, Exchange & Refund Policy (“Policy”) outlines the terms and conditions governing returns, exchanges, and refunds of goods sold by verified brands and designers on our platform.

1. Return Policy

1.1 Standard Return Window

Customers may initiate a return request within 3 (three) calendar days from the date of receipt of the product. Return requests submitted beyond this period shall not be entertained, except at the sole discretion of Brown Living™.

1.2 Conditions for Return

To be eligible for a return, the following conditions must be satisfied:

  • The item must be unused, unworn, unwashed, and in original condition.
  • All original tags, labels, barcodes, invoices, packaging, and documentation must be intact.
  • The product must be returned in the original brand/manufacturer packaging.
  • The product must not fall under the non-returnable category (see Clause 4).

Returns not meeting the above conditions will be rejected and sent back to the customer at their cost.

Return Rules Summary

  • Returns accepted for 3 days
  • ₹50.00 flat rate return shipping
  • 2% restocking fee

    ₹50.00 flat rate return shipping

  • Final Sale items can't be returned

    2% restocking fee

2. How to Initiate a Return

You can request a return in either of the following ways:

1. Self-Serve Return

Log in to your Brown Living account at account.brownliving.in.

Go to My Orders, select the relevant order, and choose the product you want to return. If the item is eligible, you will see the option to raise a return request directly from your account.

2. Assisted Return

If you are unable to initiate a return through your account, email us at hello@brownliving.in with the following details:

  1. Order number
  2. Registered email address
  3. Product name
  4. Reason for return
  5. Photos/videos showing the product condition, if the item is damaged, defective, or incorrect
  6. Invoice copy and barcode details

What Happens Next

Once your request is reviewed and approved, we will share:

  • The return shipping address, based on the product category and seller
  • A return shipping label, if the return is due to seller error

Important

  • Please do not send the product back without our confirmation.
  • Returns sent without prior approval will not be accepted.

3. Refunds

3.1 Processing of Refunds

Once we receive the returned item and conduct a quality inspection, you will be notified regarding the approval or rejection of your refund.

  • If approved, refunds will be initiated within 7–10 business days via the original payment method.
  • For orders paid through Cash on Delivery (COD), we will issue a store credit of equivalent value.

Note: Refund timelines may vary based on your payment provider’s processing timelines. If you do not receive the refund within 15 business days of approval, please contact us.

3.2 Refund Eligibility

Refunds shall only be processed under the following conditions:

  • The product is defective, damaged, or incorrect
  • The product does not fit (applicable for apparel)
  • The return is approved by our team in writing via email

4. Non-Returnable / Non-Refundable Items

The following items shall not be eligible for return, exchange, or refund:

  1. Products marked as non-returnable
  2. Perishable goods (including food items, flowers, plants)
  3. Personal care and hygiene products (such as beauty items)
  4. Consumables (including beverages)
  5. Customised, hand-made, or made-to-order items
  6. Bulk items, including furniture, paintings, mandirs, sculptures
  7. Electronic items where the packaging seal has been broken
  8. Products purchased during sales, discounts, or using coupon codes
  9. Gift Cards or Store Credits

5. Exchange Policy

Exchanges are allowed only under the following circumstances:

  1. Incorrect product sent
  2. Defective or damaged product
  3. Size change (subject to availability)

If the requested replacement is unavailable, we will offer either:

  1. A store credit (in case of COD payment), or
  2. A refund to the original payment method (if prepaid)

To initiate an exchange, please follow the same process as in Clause 2. Exchange requests are processed only once the original product has been received and quality checked by us.

6. International Orders – European Union

For orders shipped to the European Union, you are entitled to a 14-day "cooling-off" period, during which you may cancel or return your order without providing a reason, in accordance with applicable EU laws. Items must be returned in unused, original condition with all tags and packaging intact.

7. Shipping Costs

  1. If the return is due to seller’s fault (defective/wrong product), Brown Living™ will arrange reverse pickup at no cost to you.
  2. In all other cases, return shipping charges shall be borne by the customer.

Shipping details for returns will be communicated via email.

8. Brand-Specific Guidelines

Please note that individual brands or designers may have their own return/exchange policies. In such cases, their specific guidelines shall prevail over this Policy.

Customers are advised to review product-specific policies prior to purchase. Any deviations or custom policies will be explicitly stated on the product detail page.

9. Dispute Resolution

All disputes regarding returns, refunds, and exchanges are subject to the sole discretion of Brown Living™. The customer agrees to abide by the decision taken by Brown Living™ in such matters, which shall be final and binding.

No claims, damages, liabilities, or losses shall lie against Brown Living™ once a final decision has been conveyed to the customer.

10. Contact Us

For all return, refund, and exchange-related queries, please contact:

Email: hello@brownliving.in
Customer Support Hours: Monday – Friday, 10 AM to 6 PM IST

Summary of What You Can and Cannot Return

Eligible for Return Not Eligible for Return
Damaged or defective items Customised or made-to-order products
Wrong product delivered Opened electronic items
Size mismatch (for apparel) Perishable, beauty, hygiene, or consumable products
Prepaid orders Products bought on discount/sale
Gift cards or COD orders (only store credit is given)

Important Notes

  1. All return requests must be raised within 3 days of product delivery.
  2. Products must be returned within 7 days of return approval.
  3. Items returned without authorisation will not be accepted.
  4. Damaged goods returned without photos or videos will not be processed.
  5. Returned goods failing to meet quality checks will be returned to you at your cost.

This Policy is subject to change at the discretion of Brown Living™. Changes will be updated on this page without prior notice.