Returns, Refunds, and Exchanges

At Brain Frog, every item is custom-printed specifically for you! This "made-to-order" approach helps us stay sustainable and reduce waste. Because of this unique process, we handle returns and cancellations as follows:

Order Cancellations

Because our system is automated to get your gear to you as fast as possible, the window for cancellations is very small.

• The Rule: You may cancel your order as long as it has not yet entered the production phase.
• How to Cancel: Email sales@brainfrog.co.uk immediately. We will do our absolute best to halt the process and issue a full refund.
• Please Note: Once an order moves into production, it is locked into our automated printing and shipping schedule. At that stage, we are unfortunately unable to stop the order or offer a cancellation.

Returns for Prints & Frames (Change of Mind)

If you ordered a print or frame and have changed your mind, you may return your order within 10 days of the purchase date. Please contact us at sales@brainfrog.co.uk first so we can provide specific return instructions.

Eligibility requirements:

• Item must be unopened, unmarked, and in pristine, original condition.
• Item must be returned in its original packaging.

Please note:

• Customers are responsible for all return shipping costs.
• For framed artworks and previously exchanged items, the original outbound shipping cost will be deducted from your refund.
• We strongly recommend using recorded or registered post for your protection, as we cannot refund items lost in transit back to us.

Gift Cards

Please note that gift card purchases are non-refundable. Additionally, any purchases made using gift card credit that are eligible for a return will be refunded as store credit only.

Damaged or Faulty Items

If your item arrives damaged, defective, or incorrect, we want to make it right. To be eligible for a refund:

• 7-Day Notification: You must notify us of any issues via email within 7 days of receiving your item.
• The Process: Please include your order number and a photo of the fault. We will provide instructions on how to return the item for inspection.
• Refunds: A full refund will be issued once the returned goods have been received and inspected.

Apparel & Other Custom Goods

Because apparel items are created specifically for you the moment you order, we cannot accept returns or exchanges for "change of mind" or incorrect size selection. Please check our Size Guides before ordering to ensure the perfect fit.

Address Accuracy & Undelivered Orders

Please double-check your shipping details carefully. If an order is returned to us due to customer-related issues (including but not limited to an incomplete/incorrect address, multiple failed delivery attempts, or failure to collect the parcel), the customer will be responsible for all original outbound shipping costs. A re-shipping fee will be required to send the package out a second time.

This policy does not affect your statutory legal rights.

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