Refund policy
Effective date: 10 May 2026
Our promise
We want you to love every hat you buy from Brandskyl. If something isn’t right, you have a full 30 days to return it for a refund — and we cover the return postage. No restocking fees. No exclusions on full-price items.
This 30-day window is in addition to your statutory rights under the Consumer Contracts Regulations 2013 (a 14-day cooling-off period) and the Consumer Rights Act 2015. Nothing in this policy limits those rights.
Your statutory 14-day right to cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel any online order without giving a reason within 14 days of the day you (or someone you nominate) receive the goods. To exercise this right, simply email info@brandskyl.com stating that you wish to cancel, or use the model cancellation form on our Cancellation Rights page. We will refund you within 14 days of receiving the returned item, including the original standard delivery cost.
Our voluntary 30-day return window
On top of your statutory rights, we offer a longer 30-day return window for any reason. You may return any item purchased from brandskyl.com within 30 calendar days of the delivery date shown in your tracking. Return postage is free under both windows.
Condition of returned items
To qualify for a refund, returned items must be:
- In their original condition — unworn, unwashed, and undamaged.
- Free of stains, make-up, perfume, smoke, or pet hair.
- Returned with all original tags attached and original packaging where possible.
If the value of the goods has been reduced because you handled them more than necessary to establish their nature and characteristics, we may make a deduction from your refund (this is permitted under the Consumer Contracts Regulations 2013). We will always contact you before reducing a refund.
How to start a return
Email info@brandskyl.com with your order number and the reason for the return. Within one working day we will reply with a prepaid Royal Mail return label and step-by-step instructions. You do not pay anything for the return shipment — we cover it.
Refund timing
Once your return arrives at our warehouse, we inspect it within 2 working days and issue your refund to the original payment method. By law (CCR 2013), we must refund you within 14 days of receiving the goods back. In practice we are usually faster.
Refunds typically appear in your account within 5–10 working days after we process them, depending on your bank or card issuer. You will receive an email the moment the refund is issued.
Faulty, damaged, or incorrectly described items
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your hat is faulty, damaged on arrival, or doesn’t match its description, you have a 30-day right to reject and receive a full refund, separate from the cooling-off period.
Contact us within 30 days of delivery at info@brandskyl.com with photos of the issue and your order number. We will arrange a free collection or send a prepaid label, and you can choose between a full refund or a free replacement.
After the first 30 days, you remain entitled to a repair or replacement under the Consumer Rights Act 2015 for up to six years (the “reasonable durability” test). Email us and we will sort it.
Exchanges
We do not process direct exchanges. If you want a different size, colour, or style, please return your original item for a refund and place a new order. This is faster than holding the original return for an exchange.
Order cancellations
Orders can be cancelled for a full refund any time before they ship. Once a tracking number has been issued, the order is on its way and will need to be returned through the standard returns process.
Items not eligible for return
Almost everything we sell is fully returnable. The only exceptions are:
- Gift cards (non-refundable, non-returnable).
- Items marked as a free gift or promotional add-on (these have no individual cash value).
- Items that cannot be returned for hygiene reasons once unsealed (e.g., headwear that has direct skin contact and has been worn).
Late or missing refunds
If you have not received a refund within 10 working days of our confirmation email, first check with your bank or card issuer — refunds can take a few working days to post. If you’ve done that and still don’t see it, email info@brandskyl.com and we will trace it with you.
Your statutory rights
Nothing in this policy affects your statutory rights as a UK consumer under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For more information, visit the Citizens Advice website or contact your local Trading Standards office.
Contact
Email: info@brandskyl.com
Phone: +44 7702 585368 (Monday–Friday, 9:00 AM – 5:00 PM UK time)
Post: Brandskyl, 60 Lovell Road, UB1 3DL, United Kingdom