Returns and Refund Policy

Last updated: 3 July 2026

We want you to be happy with your purchase from David Brent Store.

This policy explains our voluntary 30-day returns policy and your statutory rights as a consumer.

David Brent Store is operated by The Merch Store Ltd.

1. Our 30-day returns policy

You may request a return within 30 days after receiving your order.

To qualify under our voluntary 30-day returns policy, the product must be:

1. Unworn and unused;

2. In its original condition;

3. Free from marks, stains, odours or damage;

4. Returned with any original tags still attached; and

5. Accompanied by proof of purchase.

Original packaging should be included where reasonably possible.

You may inspect and try on clothing as you would in a physical shop, but products showing signs of wear or handling beyond what is reasonably necessary may not qualify under our voluntary returns policy.

Your statutory rights are separate from this voluntary policy and are not affected.

2. Starting a return

To request a return, email:

sales@davidbrentstore.com

Please include:

1. Your name;

2. Your order number;

3. The product you wish to return;

4. The reason for the return; and

5. Photographs where the product is faulty, damaged or incorrect.

If your return is accepted, we will provide the correct return address and instructions.

Please do not send products back without contacting us first. Products returned to an unauthorised address may be delayed, refused or lost.

Contacting us before returning a product does not remove or restrict any statutory cancellation or consumer rights you may have.

3. Return postage

For change-of-mind returns under our voluntary 30-day returns policy, you are responsible for the return postage cost.

We recommend using a tracked postal service and retaining proof of postage.

You are responsible for the returned product until it reaches us.

If a product is faulty, damaged, incorrect or materially misdescribed, we will pay or reimburse reasonable return costs.

We will not reimburse premium or unnecessarily expensive return services unless agreed with us beforehand.

4. Your statutory right to cancel

If you are purchasing as a consumer online, you normally have the right to cancel your order without giving a reason.

You must tell us that you wish to cancel no later than 14 days after the day you receive the products.

Where an order is delivered in separate parcels, the 14-day cancellation period begins on the day after you receive the final item.

To cancel, email:

sales@davidbrentstore.com

Your message should clearly state that you wish to cancel the order and include your order number.

You must return the products no later than 14 days after telling us that you wish to cancel.

You may also use the model cancellation form contained in our Terms and Conditions, although you do not have to use it.

5. Condition of statutory cancellation returns

You may examine products in the same way you reasonably could in a physical shop.

You remain responsible for any reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functioning.

For example, we may make a reasonable deduction where clothing has been:

1. Worn beyond being tried on;

2. Washed;

3. Stained or damaged;

4. Returned with strong odours;

5. Altered; or

6. Returned without integral tags.

Not returning the original external packaging will not, by itself, remove your statutory right to cancel.

6. Refunds for cancelled orders

Where you exercise your statutory right to cancel, we will refund:

1. The price paid for the returned products; and

2. The cost of our least expensive standard delivery option offered for your order.

If you selected an enhanced, express or premium delivery service, we are not required to refund the additional amount paid above the standard delivery cost.

We may withhold the refund until:

1. We receive the returned products; or

2. You provide evidence that you sent them back,

whichever happens first.

We will issue the refund without undue delay and no later than 14 days after receiving the returned products or satisfactory evidence that they were returned.

Refunds will normally be made to the original payment method.

After we issue a refund, your bank or payment provider may require additional time to show it in your account.

7. Faulty, damaged or incorrect products

Please inspect your order after delivery.

Contact us promptly if a product is:

1. Faulty;

2. Damaged;

3. Incorrect;

4. Not as described; or

5. Not fit for its usual purpose.

Email sales@davidbrentstore.com with your order number, a description of the issue and photographs where reasonably possible.

We are legally required to supply products that are of satisfactory quality, fit for purpose and as described.

Depending on the circumstances and your statutory rights, we may provide:

1. A full or partial refund;

2. A replacement; or

3. A repair, where appropriate.

Consumers generally have a short-term right to reject faulty goods within 30 days of delivery. Other rights may continue after that period.

We will cover reasonable return costs where a product is faulty, damaged, incorrect or misdescribed.

Nothing in this policy limits your rights under the Consumer Rights Act 2015.

8. Products that cannot normally be returned

Our voluntary 30-day change-of-mind returns policy does not apply to:

1. Products made to your personal specifications;

2. Clearly personalised products;

3. Sealed products that are unsuitable for return for health-protection or hygiene reasons once unsealed;

4. Products that have been altered after delivery;

5. Products that have become inseparably mixed with other items;

6. Gift cards; or

7. Any other products legally exempt from cancellation rights.

Choosing a standard size, colour or design from the options offered on the website does not normally make a product personalised.

Pre-order products are not automatically treated as personalised. Standard products manufactured in batches following a pre-order campaign may normally still be cancelled or returned.

These exclusions do not affect your rights where a product is faulty, damaged, incorrect or misdescribed.

9. Sale and discounted products

Sale and discounted products may be returned under this policy unless the product page clearly states that a particular voluntary promotion has different terms.

Sale products have the same statutory rights as full-price products.

A sale or discount does not remove your right to cancel an eligible online purchase within the statutory cancellation period or your rights where the product is faulty, damaged or misdescribed.

10. Exchanges

We do not currently offer direct exchanges.

To obtain another size, colour or product:

1. Return the original product in accordance with this policy; and

2. Place a new order for the replacement product.

Placing a new order promptly is recommended because stock is not reserved while a return is being processed.

11. Returning part of an order

You may return one or more eligible products without returning the full order.

Where you return only part of an order because you changed your mind, the original delivery charge will not normally be refunded if the delivery charge would have been the same for the products you kept.

Where the full eligible order is cancelled under your statutory rights, we will refund the cost of the least expensive standard delivery option offered.

12. Bundles and promotional offers

Where a product was purchased as part of a bundle, multi-buy or promotional offer, the refund may be adjusted to reflect the offer.

If returning only part of a bundle means the remaining products no longer qualify for the promotion, we may recalculate the price of the products you keep.

Any deduction will reflect the original promotion and will not affect your statutory rights.

Free promotional products supplied as part of a qualifying purchase should also be returned where the qualifying purchase is cancelled in full.

13. Gifts

Refunds are normally issued to the original payment method used by the purchaser.

If you received a product as a gift, we may be unable to refund you directly unless you were the original purchaser.

Where appropriate, we may offer another solution at our discretion. This does not affect the original purchaser’s statutory rights.

14. Uncollected or refused parcels

A parcel that is refused, left uncollected or returned to us is not automatically treated as a valid cancellation.

Please contact us at sales@davidbrentstore.com if you wish to cancel an order.

Where a parcel is returned because the delivery address provided was incorrect or incomplete, delivery was refused or it was not collected, we may deduct reasonable return or redelivery costs from any voluntary refund.

This does not apply where the delivery failure was caused by us or our courier.

15. Refund processing

We will notify you when we have received and assessed your return.

Where a refund is due, it will normally be issued to your original payment method.

We will process statutory refunds within the periods required by law.

Voluntary refunds under our extended 30-day policy will normally be processed within 10 working days after we receive and inspect the return.

The time taken for the funds to appear in your account after we issue the refund is controlled by your bank, card provider or payment service.

Please contact sales@davidbrentstore.com if:

1. We have confirmed that a refund was issued; and

2. It has not appeared within 15 working days.

16. Contact us

For returns, refunds or questions about this policy, contact:

Email: sales@davidbrentstore.com

Please email us before returning any product. We will provide the appropriate return address and instructions once your return request has been reviewed.