Returns & Refunds
If for any reason you are not completely satisfied with your order, we encourage you to contact us. At Blair & Brooks, we strive to ensure that our customers are 100% satisfied with the products they’ve purchased from our suppliers. If you’re not happy for any reason, don’t hesitate to reach out so we can assist you right away.
How can you return (parts of) your order?
You have the right to return the product within 30 days of receiving it, for any reason. We will refund the full order amount within five business days after receiving the returned product.
Return Shipping Costs:
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If the return is due to personal reasons (e.g., you changed your mind, ordered the wrong size or colour), the customer is responsible for the shipping fee. The exact return cost depends on the carrier you choose.
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If the return is due to our reasons (e.g., the product is damaged, defective, or incorrect), we will cover the shipping fee.
Follow the steps below to return your product(s):
- Send an email to info@blairandbrooks.com stating that you wish to return all or part of your order.
- Wait for a response from our customer service team to confirm whether we can approve the return.
- If the return is approved, please package the product carefully and securely, preferably in the original packaging.
- Send the package to the return address provided by our customer service.
- Please provide the tracking number to our customer service team.
- Once the package is received and inspected, we will refund the amount for the returned items via your original payment method.
Returns
You may return an item within 30 calendar days from the date of delivery.
The product must be unused and in the same condition as when you received it. It must also be in its original packaging.
Before sending back a product, please contact us first, as the return address may vary depending on where your order was shipped from.
Cancellation Policy
We understand that plans can change and you may need to cancel your order. Our cancellation policy is designed to be fair to both our customers and our business.
- Cancellation Window: You may cancel your order within 24 hours of purchase to receive a full refund.
- Cancellation Process: To cancel, please contact our customer service at info@blairandbrooks.com with your order number and the reason for cancellation.
- Refund: If your cancellation request is made within 24 hours, a full refund will be processed to your original payment method within 5–7 business days.
- Exceptions: Orders that have already been shipped cannot be canceled. In such cases, please refer to our return policy.
Damaged Products Upon Delivery
That’s unfortunate! It’s possible your product was damaged during transport. If you received a damaged or incorrect product, please contact us within 30 days of receipt. After this period, unfortunately, you forfeit the ability to return the item.
To resolve the issue as quickly as possible, please send us an email with a photo clearly showing the damaged part of the item. The best photos show the damaged area on a flat surface with the label and the damage clearly visible. We use this information to assist you with your order and to help prevent similar issues in the future.
For damaged products, we offer a one-time replacement and unfortunately cannot offer a refund. If the replacement product is also damaged, we will refund the full purchase amount.
If you have any questions about receiving damaged products, contact us at info@blairandbrooks.com.
Product Issues After Use
How frustrating! Sometimes, after a period of use, a manufacturing defect may arise, resulting in damage. This means the part is defective and no longer meets the manufacturer’s quality standards. Please note that wear-and-tear components are not covered under manufacturing defects. These include, but are not limited to:
- Drive belts
- Batteries
- Brake pads and discs, brake shoes, brake drums
- Chains, lights, sprockets, tires, and inner tubes
- Moving parts in the broadest sense.
If you have questions about product defects after use, contact us at info@blairandbrooks.com.
Incorrect Products Delivered
We do our best to process all orders accurately. However, mistakes can occasionally occur and the wrong product may be shipped. We will of course resolve this for you and send you the correct order at no additional cost.
If you have questions about incorrect products, contact us at info@blairandbrooks.com.
Delivery When Absent or to a Post Office
If a package is delivered to your home or to a post office, Blair & Brooks covers the cost of that delivery. If the package is not accepted or is not picked up at the post office, it will automatically be returned to the supplier. In this case, we reserve the right to deduct 100% of the order value from the refund.
Is the Product Damaged?
That’s unfortunate! We’re sorry your product was damaged in transit. We are happy to provide a free replacement, but unfortunately cannot offer a refund. If the replacement product is also defective, we will refund you the full purchase price.
Missing Package?
If a package goes missing or is not delivered due to logistics reasons, we will always send a new package first, before applying our refund and return policy.
Import Duties
In some cases, customs may inspect your package upon delivery. Unfortunately, we have no control over legislation as of July 1, 2021. Occasionally, customs may charge a small import fee. However, we can assure you that in 99% of cases, no such fee is incurred. Please contact us if you are asked to pay import duties.
When Will I Receive My Refund?
All refunds will be issued via your original payment method. If you paid with a credit or debit card, the refund will be sent to your card-issuing bank within 14 business days of receiving the returned item. Please contact your bank for questions about when the funds will appear in your account.