Return Refund Policy

Thank you for choosing Brooke Wood LLC. We want you to love your jewelry as much as we do. If you’re not completely satisfied with your purchase, we offer a straightforward return and refund policy to ensure a seamless experience. Please read the following terms carefully before initiating a return.
 

1. Eligibility for Returns

 
To qualify for a return or exchange, the following conditions must be met:
 
  • Returns must be initiated within 30 calendar days from the date of delivery (as confirmed by shipping tracking).
  • The item(s) must be unused, unworn, and in their original condition—including all original packaging, tags, and accessories (e.g., dust bags, gift boxes).
  • Jewelry must not show signs of damage, alteration, or wear (e.g., scratches, tarnishing, bent metal, missing stones).
  • Custom or personalized items (e.g., Alphabet Silver Ring with specific letter engravings) are non-returnable unless defective.
  • Sale or clearance items are final sale and not eligible for returns or exchanges, unless defective.
 

2. How to Initiate a Return

 
To start a return, please follow these steps:
 
  1. Send an email to our customer service team at [service@brookewoodllc.com] with the subject line “Return Request – [Your Order Number].”
  2. Include the following information in your email:
    • Order number (found in your order confirmation email).
    • Name of the product(s) you wish to return (e.g., Evon Drop Chain Earrings, Harriet Twisted Ring).
    • Reason for return (e.g., sizing issue, change of mind, defective item).
    • Whether you prefer a refund, exchange, or store credit.
     
  3. Our team will respond within 24–48 business hours with a Return Authorization (RA) number and detailed return instructions (including our return shipping address).
  4. Package the item(s) securely, include a copy of your order confirmation, and clearly mark the RA number on the outside of the package.
  5. Ship the return package using a trackable shipping method (we recommend purchasing shipping insurance for high-value items, as we are not responsible for lost or damaged returns).
 

3. Refund Process

 
  • Once we receive and inspect your returned item(s) (typically 3–5 business days after delivery to our warehouse) and confirm they meet the eligibility criteria, we will process your refund.
  • Refunds will be issued to the original payment method used for the purchase.
  • Processing times for refunds vary by payment provider:
    • Credit/debit card refunds: 5–7 business days.
    • PayPal refunds: 3–5 business days.
     
  • Original shipping costs are non-refundable, unless the return is due to a defective item or an error on our part (e.g., wrong product shipped).
 

4. Exchanges

 
  • If you request an exchange (e.g., for a different size or style), we will process the exchange once we receive and approve your returned item.
  • Exchanges are subject to product availability. If the requested item is out of stock, we will offer you a refund or store credit.
  • You are responsible for the shipping cost of the exchanged item, unless the return is due to a defect or our error.
 

5. Defective or Damaged Items

 
  • If you receive a defective, damaged, or incorrect item (e.g., broken clasp, missing stone, wrong product), please contact us within 7 calendar days of delivery.
  • Provide photos/videos of the defect/damage or incorrect item, along with your order details, and we will arrange for a free return and either:
    • Send a replacement (if available),
    • Issue a full refund (including original shipping costs), or
    • Offer store credit.
     
  • We reserve the right to verify the defect/damage before processing the claim.
 

6. Store Credit

 
  • Store credit is valid for 12 months from the date of issuance and can be used to purchase any product on [https://brookewoodllc.com/].
  • Store credit is non-transferable and cannot be redeemed for cash.
 

7. Non-Returnable Items

 
The following items are not eligible for returns or exchanges:
 
  • Custom/personalized jewelry (e.g., Alphabet Silver Ring).
  • Sale/clearance items.
  • Items that have been worn, altered, or damaged by the customer.
  • Items returned without a valid RA number.
  • Items returned after the 30-day return window.
 

8. Additional Terms

 
  • We recommend cleaning jewelry before returning (if applicable) to avoid delays in processing.
  • Brooke Wood LLC reserves the right to reject returns that do not meet the eligibility criteria.
  • International customers are responsible for all customs duties, taxes, and return shipping costs. We are not liable for items held or seized by customs.
 

9. Contact Us

 
If you have any questions or need assistance with a return, exchange, or refund, please contact our customer service team:
 
  • Email: service@brookewoodllc.com
  • Address: Brooke Wood LLC, 10170 WOOD 700 28TH ST N, PELL CITY AL 35125-1820
  • Website: [https://brookewoodllc.com/]