Refund policy

We have a 30-day return policy, which means you have 30 calendar days from the date you receive your item to request a return.

For orders placed within the European Union, this commercial return period extends the minimum statutory 14-day right of withdrawal, without the need to provide a reason.

To be eligible for a return, your item must be in the same condition that you received it, with no signs of use beyond what is necessary to inspect its nature and functioning, with its original tags and packaging.

To initiate a return, you can contact us at info@brookeavenue.shop.

Please note that returns must be sent to the following address:

Carrer de Julián Ribera 31, 46740 Carcaixent, Valencia, Spain, or to another address provided by us.

The direct costs of return shipping are the responsibility of the customer and are non-refundable, except where applicable law provides otherwise.

Customers are responsible for arranging and purchasing their own return shipping label, as well as covering all costs associated with sending the item back to our facilities. Brooke Avenue does not provide prepaid return shipping labels, except where required by applicable law.

Once your return has been approved, we will refund the price of the product and the original shipping costs corresponding to the standard shipping method.

Additional costs resulting from express or special shipping services will not be refunded.

Items returned without first requesting a return will not be accepted.

For any questions regarding returns, please contact us at info@brookeavenue.shop.

2. Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect, so that we can evaluate the issue and resolve it.

In these cases, we will cover all costs associated with the return, including shipping expenses, regardless of the destination country, where required by applicable law.

3. Exceptions / Non-Returnable Items

Certain types of products cannot be returned, including:

Perishable goods (such as food, flowers, or plants).
Custom-made or personalized products (special or customized orders).
Personal care products or supplements (such as cosmetics, beauty products, and vitamins).
Hazardous materials, flammable liquids, or gases.
Sale items or gift cards, except where applicable law provides otherwise.

If you have questions about a specific item, please contact us before making your purchase.

4. Exchanges

The quickest way to ensure you receive what you want is to return the item you currently have. Once your return has been accepted, you can place a separate order for the new item.

5. European Union – 14-Day Cooling-Off Period

Notwithstanding the above, if your order is delivered within the European Union, you have the right to cancel or return your order within 14 calendar days, for any reason and without providing a justification.

The item must be in the same condition in which you received it, without having been used beyond what is necessary to inspect it, and must include its original tags and packaging.

The direct return shipping costs are the responsibility of the customer, provided this condition was communicated in advance and except where applicable law provides otherwise.

In the event of a withdrawal within the European Union, the refund will include the product price and the original standard shipping costs, in accordance with applicable law.

6. Refunds

We will notify you once we have received and inspected your return and inform you whether your refund has been approved.

For statutory withdrawals within the European Union, refunds will be issued without undue delay and, in any event, within the maximum period established by applicable law. We may withhold the refund until we have received the returned goods or you have provided proof of having sent them back, whichever occurs first.

For other approved returns, refunds will be issued to your original payment method within a maximum of 14 calendar days from approval.

Please note that your bank or credit card provider may require additional time to process and post the refund to your account.

If you have any questions regarding your refund, please contact us at info@brookeavenue.shop.

7. Country / Region-Specific Policies

Region	Applicable Policy	Notes
Spain	14 calendar days statutory right of withdrawal, in addition to any more favorable commercial return period advertised.	No justification required.
Mexico	30 calendar days commercial return period, subject to applicable legal rights.	Item must be in its original condition.
United States (USA)	Returns are not accepted for changes of mind or personal dissatisfaction when the product has been correctly delivered, provided this policy is permitted under applicable law.	A 15% partial refund of the product price may be offered without requiring the item to be returned.

United States – Additional Conditions

For orders delivered within the United States, Brooke Avenue does not offer returns or full refunds for changes of mind, personal preferences, or dissatisfaction with a product that has been delivered in good condition and matches its description, provided this policy complies with the applicable laws of the relevant state.

As an alternative, Brooke Avenue may offer the customer a partial refund of 15% of the product price, without requiring the item to be returned. This offer is a voluntary customer service solution and must be accepted by the customer.

This condition does not limit any legal rights consumers may have if an item arrives defective, damaged, incorrect, or substantially different from what was advertised. In such cases, Brooke Avenue will review the issue and provide an appropriate resolution in accordance with applicable law.

Shipments outside the European Union may be subject to taxes, duties, or customs fees, which are the responsibility of the customer, except where applicable law provides otherwise.