Refund policy

Refund and Return Policy

Last updated 5 October 2026. This policy applies to orders placed on brantworth.com and forms part of our Terms of Service.

1. 90-day money-back guarantee

Every Brantworth order is covered by our 90-day money-back guarantee, counted from the date your order is delivered, as shown by the carrier's tracking record.

To qualify, the product must be returned unused, complete with everything that came with it (including the straps and any weather covers included free with a set), and in its original packaging.

The guarantee is available to the original purchaser only, on orders placed directly through brantworth.com, and is limited to one claim per customer, household or delivery address. Products bought from any other seller, marketplace or reseller are not covered by this policy, because we cannot verify what you received.

2. Every return must be authorised first

Email us by replying to your order confirmation email, or write to us through the contact form at brantworth.com/pages/contact, with your order number and a short description of the problem. We normally reply within one business day. If a return is required we will issue a return authorisation and a return address at that point.

Do not ship anything back before you receive a return authorisation from us. Unauthorised returns, and returns sent to any address other than the one we supply, cannot be traced to your order and will not be refunded.

3. Who pays for return shipping

• The product is defective, damaged in transit, or not what you ordered. We cover the cost. We will either send you a prepaid label or reimburse a reasonable, receipted shipping cost.
• You changed your mind, or the product works as described but is not for you. You arrange and pay for return shipping, and we recommend a tracked service. Until the parcel reaches us it remains your responsibility.

Original outbound shipping, where it was charged, is not refundable. Where we shipped your order free of charge and you are returning it because you changed your mind, the actual outbound shipping cost we paid may be deducted from your refund.

At our sole discretion we may waive the return requirement and refund you without asking for the product back. This is a decision we make case by case. It is not something you can require, and doing it once does not commit us to doing it again.

4. Sets and free items

Weather covers included free with a two-cushion set have no separate refund value and are not refundable on their own. They must be returned together with the cushions they came with.

Items in a set are priced together. If you return only part of a set, we refund the amount you paid for the set less the regular single-item price of what you keep.

5. Damaged, wrong or missing items

Inspect your order on arrival. Report any damage, shortage or wrong item within 7 days of delivery, with your order number and clear photographs of the item and its packaging. Reports made after 7 days can be difficult to distinguish from later damage, and we may not be able to accept them.

6. Refund timing

For returned goods, refunds are issued after the item reaches us and has been inspected, normally within 5 business days of receipt. Where we have waived the return, we refund on approval. Funds go back to the original payment method within 10 business days of approval. We do not charge a restocking fee. How quickly the credit appears on your statement is set by your bank, not by us.

7. Cancelling or changing an order

Orders are processed within 1 to 3 business days. Contact us before dispatch and we will cancel the order or change the delivery address at no cost. Once an order has been dispatched it cannot be recalled, and the guarantee period above applies from the delivery date.

8. Refused, undeliverable and unclaimed parcels

If a parcel is returned to us because delivery was refused, the address was incorrect, or it went unclaimed, we will refund the product price once it reaches us. Shipping and any carrier return charges are not refundable in this situation.

9. Misuse of this policy

This policy exists for customers who are genuinely not satisfied. We may decline a claim, and may decline future orders, where there is evidence of a pattern of repeated claims, returns of goods that were not bought from us, false statements about the condition of an item, or claims made alongside a payment dispute for the same order.

If you have a problem with an order, please contact us before opening a dispute with your bank or card issuer. We resolve almost everything by email, and a dispute filed before you have contacted us removes our ability to help you directly.

10. Statutory rights

Nothing in this policy limits any right you have under the consumer law that applies where you live. Where that law gives you more than this policy does, that law applies.

Contact

Brantworth. Reply to your order confirmation email, or use the contact form at brantworth.com/pages/contact. Please include your order number in your first message, as it is the fastest way for us to find you.