Refund policy

RETURN AND REFUND POLICY

Last updated: September 1, 2026

We want you to be satisfied with your NBR27 order. Please read this policy before requesting a return, exchange or refund.

RETURN WINDOW

For eligible products, you may request a return within 30 days of receiving your order.

To qualify for a return, the item must be unworn, unused and in the same condition in which it was received. It must also be returned with any original packaging, where applicable. Proof of purchase or an order number is required.

STARTING A RETURN

To request a return, contact us at hello.nbr27@gmail.com and include:

  • Your full name
  • Your order number
  • The item you wish to return
  • The reason for the return
  • Clear photographs if the item is damaged, defective or incorrect

Please do not return an item without contacting us first. If your return is approved, we will provide the appropriate return address and complete return instructions by email.

Items returned without prior authorization may not be accepted.

RETURN SHIPPING

Unless the product is damaged, defective or incorrect, the customer is responsible for return shipping costs.

Original shipping charges are generally non-refundable, except where required by applicable consumer law or where the order was damaged, defective or incorrect.

We recommend using a trackable shipping service. NBR27 cannot guarantee receipt of a return sent without tracking.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order after delivery. If your item arrives damaged, defective or incorrect, contact us promptly at hello.nbr27@gmail.com with your order number and clear photographs of the item and packaging.

We will review the issue and, where appropriate, arrange a replacement, refund or another suitable solution at no additional cost to you.

PERSONALISED PRODUCTS

Products made with customer-supplied names, words or other personalised details cannot normally be returned or exchanged because of a change of mind.

This restriction does not affect your rights if a personalised item is damaged, defective, incorrectly produced or materially different from what you ordered.

NON-RETURNABLE ITEMS

The following items cannot normally be returned:

  • Personalised or custom-made products, except where damaged, defective or incorrect
  • Gift cards
  • Items marked as final sale
  • Items that have been worn, washed, altered or damaged after delivery

Contact us if you are uncertain whether your item qualifies for return.

EXCHANGES

We do not offer direct exchanges in every situation. The fastest way to receive a different size, colour or product is usually to complete an approved return and place a new order separately.

ORDER CANCELLATIONS

Because our products are made to order, production may begin shortly after an order is placed.

If you need to cancel or change an order, contact us immediately at hello.nbr27@gmail.com. We cannot guarantee cancellation or modification after production has begun.

EU AND EEA RIGHT OF WITHDRAWAL

Where applicable, customers in the European Union or European Economic Area have the right to withdraw from an eligible online purchase within 14 days after receiving the goods, without providing a reason.

After notifying us of the withdrawal, the customer must return the eligible goods within the legally required period. Returned items should be unused and handled only as necessary to inspect their nature, characteristics and function.

Clearly personalised or custom-made goods may be excluded from the statutory right of withdrawal. This exclusion does not apply when an item is damaged, defective or incorrectly produced.

Where legally required, an approved full-order withdrawal will include a refund of the standard delivery cost. Additional costs resulting from choosing a delivery method more expensive than our standard option are not refundable.

REFUNDS

We will notify you after receiving and inspecting your return.

If the refund is approved, it will be issued to the original payment method. Please allow up to 10 business days after approval for the refund to be processed. Your bank or card provider may require additional time to display the funds.

Where applicable law provides a shorter mandatory refund deadline, that deadline will apply.

We may withhold a refund until we receive the returned goods or acceptable evidence that they have been sent back, where permitted by law.

If more than 15 business days have passed since your refund was approved, contact us at hello.nbr27@gmail.com.

CONTACT

For questions about returns, refunds, damaged products or cancellations, contact:

NBR27
Email: hello.nbr27@gmail.com
Contact page: https://nbr27.com/pages/contact