Refund policy
By purchasing from Brocade, you agree to the following terms.
1. GENERAL
We do not offer cash refunds or refunds to the original payment method under any circumstances.
Eligible returns, faulty items, and items sent in error are resolved by exchange or store credit only.
All requests are reviewed once the item has been received and inspected.
2. PRODUCTS
All products are subject to availability. We reserve the right to limit quantities or discontinue items at any time.
Our garments are produced in small runs, and slight variations in colour, print placement, embroidery, or finish may occur. These are a characteristic of the process and are not considered defects.
3. PRICING & PAYMENTS
All prices are listed in your selected currency and may change without notice.
Payment must be completed at checkout. Orders are not processed until payment has been received.
4. SHIPPING
Orders are dispatched on the next working day. Delivery times vary depending on your location.
We are not responsible for delays caused by couriers, customs clearance, weather, or other circumstances outside our control.
5. TRACKING
Once your order has been dispatched, you will receive a tracking number by email. It is the customer’s responsibility to monitor the shipment and to be available to receive it.
6. DUTIES & TAXES
Duties, customs charges, and import taxes are not included in the price of your order and are not covered by Brocade.
Any such charges are determined by the destination country and are the responsibility of the customer. Amounts vary by location and are payable directly to the carrier or the relevant authority on delivery.
Refusal to pay these charges may result in the parcel being returned or destroyed. In that event, shipping costs are non-recoverable and no store credit will be issued for them.
7. RETURNS & EXCHANGES
We accept returns and exchange requests within 14 days of delivery. Items must be unworn, unused, and returned in their original packaging with all tags attached.
To start a return or exchange, contact support@brocadeofficial.com or WhatsApp +977 971-4511035 within the 14-day window. The item must then be sent back to us before any exchange or store credit is processed.
Once we receive the item, it will be inspected to confirm it meets the conditions above. Inspection is completed within [3] working days of receipt. If the item is eligible, we will dispatch the exchange or issue store credit. If the item does not meet the conditions, it will be returned to the customer and no exchange or credit will be issued.
Exchanges are subject to stock availability. If the requested size or item is unavailable, store credit will be issued instead.
Customers are responsible for return shipping costs unless the item is faulty or was sent in error. We recommend using a trackable service — we are not responsible for returns lost or damaged in transit to us.
8. STORE CREDIT
Store credit is issued as a digital code sent to the email address used on the original order.
Credit is issued for the amount paid for the item only. Original shipping costs, duties, and taxes are not included.
Store credit is redeemable online at brocadeofficial.com and in person at any Brocade physical store. It does not expire. It cannot be exchanged for cash and cannot be transferred to another person.
If an order placed with store credit is returned, any resulting credit will again be issued as store credit.
9. FAULTY ITEMS
Major defects — tears, significant damage, or an incorrect item — will be replaced, or store credit will be issued where a replacement is unavailable.
Minor imperfections such as loose threads, small print inconsistencies, or slight variations in finish are not considered defects.
Size charts allow a 5% measurement leniency to account for production variation.
10. ORDER ACCURACY
Customers are responsible for ensuring all order details, including size and shipping address, are correct at checkout.
Amendments can be made up until dispatch. Once an order has been dispatched, no changes can be made.
11. LIABILITY
We are not liable for any indirect or consequential damages arising from the use of our products or website.
12. INTELLECTUAL PROPERTY
All content, designs, artwork, and graphics are the property of Brocade and may not be reproduced, redistributed, or used without written permission.
13. CONTACT
For any questions, please contact support@brocadeofficial.com or WhatsApp +977 971-4511035.