Return Policy
We understand things don’t always work out perfectly and want to ensure you have a great experience with any products or orders from Broken Promises Co. The below Returns and Exchange Policy outlines when and how we can help ensure you receive what you are after.
Broken Promises Co. Return/Exchange Policy
We gladly accept returns and exchanges within a 30 day window from the original purchase. To be eligible for a return or exchange, your item must be unused and in the same condition, and packaging that you received it. Some goods may be exempt from being returned such personal care products and perishables. Phone cases, mystery items, and home goods (room) are non-returnable. A return can only be initiated (1) one time per each original order number. Sorry, we do not accept a double return (returning an item that you received by exchange.) Your original shipping cost will not be refunded. Start your return or exchange on https://returns.brokenpromisesco.com/.
Free Gift Items
If you have redeemed a free gift with purchase you will not be able to return the other items in your order for a full refund unless you return the free item with it. This is to prevent shoppers from redeeming items for free and then returning stuff and keeping the free gift. If you receive a free item with your purchase due to a promotion or free gift with purchase, you must return the free item with your other returned goods in order to get a refund. We appreciate your cooperation!
Exceptions
Some items may not be eligible for returns. This includes returns outside of the 30 day window, clearance product, items that have been opened or used, any item not in its original condition or packaging, is damaged or missing parts for reasons not due to our error. Some returns may be denied due to unusual odors, stains, or other questionable contents. All phone cases and home goods (room) are final sale. All mystery items and mystery boxes are final sale. An item can only be returned one time - if an item is exchanged, the replacement item cannot be returned again.
Refunds (if applicable)
We will gladly issue you a refund on all items returned within the 30 day window so long as they are unworn and unwashed. Once we receive your return, we will notify you on the status of your return and next steps. We cannot ship cash or check refunds.
Late or missing refunds (if applicable)
If you believe your refund has not occurred correctly, or you have not seen the refund within 14 days of being notified of your approved refund, please contact us immediately at orders@brokenpromisesco.com.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you or we would be happy to assist you in an exchange.
All other items not marked as a receipt, please refer to our standard refund policy.
Shipping
All shipping costs associated with purchases are non-refundable.