1. Overview
At Bristleandpan, we aim to provide clear and straightforward arrangements for returns, refunds and order-related enquiries.
This policy applies to purchases made through www.bristleandpan.com and covers customers in the United Kingdom, European countries and the United States.
2. Order Processing and Delivery
Our standard order processing time is 1–3 business days after payment confirmation.
We work with established delivery carriers, including:
- DHL Priority Services
- FedEx Priority Services
- UPS Priority Services
The estimated transit time is 5–9 business days after dispatch.
Tracking notifications are sent to the email address provided during checkout at relevant stages, including dispatch, arrival at carrier facilities and local delivery processing.
If an order exceeds the estimated delivery period, please contact service@bristleandpan.com. We will investigate the shipment with the relevant carrier and, following an assessment of the circumstances, arrange an appropriate resolution, which may include a full refund or replacement shipment.
3. 14-Day Right of Withdrawal – UK and European Customers
Customers in the United Kingdom and European Economic Area generally have the statutory right to withdraw from an online purchase within 14 days of receiving the goods, without providing a reason.
To exercise this right:
- Contact us at service@bristleandpan.com within 14 days of receiving your order.
- Include your order number and a clear statement that you wish to withdraw from the purchase.
- Send the goods back within 14 days after notifying us of your withdrawal.
Returned goods should include their relevant components and accessories. Customers may handle goods as necessary to establish their nature, characteristics and functioning. Where permitted by law, a deduction may apply for diminished value resulting from handling beyond what is necessary.
Unless otherwise agreed, customers are responsible for the direct cost of returning goods when this has been disclosed before purchase.
4. Returns for US Customers
For customers in the United States, Bristleandpan offers a voluntary 14-day return period from the date of delivery for eligible change-of-mind returns.
Please contact service@bristleandpan.com within this period to request return instructions.
Goods should be returned in their original condition, with relevant components and accessories included.
This voluntary return arrangement does not restrict any rights available under applicable US federal or state law.
5. Damaged, Defective or Incorrect Items
If an item arrives damaged, defective or different from the product ordered, please contact us by email after receiving your order.
Please provide:
- Your order number.
- A brief description of the issue.
- Clear photographs showing the affected item or damage.
Photographic evidence may be sufficient for our assessment.
Where appropriate, we may arrange a refund or replacement without requiring the damaged item to be returned.
Each request will be reviewed according to the circumstances and applicable legal requirements. Customers will not be required to bear return costs for valid claims involving damaged, defective or incorrectly supplied goods.
Nothing in this section limits statutory rights concerning defective or non-conforming goods.
6. Return Address
For authorised returns, please contact our customer service team before sending any goods.
Return Address:
[XXX]
Please include your order number with the returned parcel so that we can identify and process your request.
7. Refund Conditions and Processing
Once a refund has been approved, it will generally be issued to the original payment method.
Accepted payment methods include:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Supported electronic wallets
Refunds for UK and EEA statutory withdrawal requests will generally be processed within 14 days after we receive the returned goods or evidence that they have been sent back, whichever occurs first, subject to applicable law.
For other approved refunds, processing will normally begin after the relevant assessment has been completed.
The time required for the refunded amount to appear in your account may depend on your payment method and financial institution.
Where required by applicable law, original standard delivery charges will also be refunded. Additional costs arising from a more expensive delivery option may be excluded to the extent permitted by law.
8. Order Cancellation
If you wish to cancel an order before dispatch, please contact us as soon as possible at service@bristleandpan.com.
We will review the order status and advise whether cancellation can be arranged.
If the order has already been dispatched, the applicable withdrawal or returns procedure will apply.
This section does not affect any statutory cancellation rights.
9. Non-Returnable Circumstances
The statutory right of withdrawal may be subject to specific legal exceptions, including certain goods made to the customer’s specifications, sealed goods unsuitable for return for health protection or hygiene reasons once unsealed, and other categories prescribed by applicable law.
Any such exception will only be applied where legally applicable and where the relevant requirements have been met.
10. Contact Information
For questions about returns, refunds, damaged goods or order enquiries, please contact:
Brand Name: Bristleandpan
Company Name: [XXX]
Email: service@bristleandpan.com
Telephone: [XXX]
Registered Business Address: [XXX]
Company Registration Number: [XXX]
Warehouse Address: [XXX]
Website: www.bristleandpan.com
Our customer service team accepts enquiries by email and telephone. If we are unavailable, please leave a message or send us an email. We aim to respond within 24 hours.