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Returns
Free returns within 14 days of receipt.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with all product tags attached.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 21 days.

Shipping cost is non refundable.

Please note that all special orders, personalised / made-to-order and pre-order items are not refundable.

Also note that earrings for pierced ears are non-returnable for hygiene reasons.

Late or missing refunds (if applicable) 

If you haven’t received a refund yet, please first check your bank account.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at meikingng@broadmates.com .

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

All sample sale items are final.

Exchanges (if applicable)
If your item is received defective or damaged, we offer alternatives such as repair or replacement. Please email (meikingng@broadmates.com) us an image of the defective item and we will arrange a return accordingly.

For preference exchange, you will need to send the parcel back to us at your own cost, except your order is received defective or damaged. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over US$60, you should consider using a trackable shipping service or purchasing shipping insurance. 

The above conditions and policies are not applicable for Tailor-made Service and Purchase.

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