Return Policy

This Return Policy adheres to global consumer protection standards and reflects the sustainability principles of 🇽🇾🇺 ʙʀᴀɴᴅ. It ensures clarity and transparency for all customers, considering the diverse legal frameworks across international markets, including the European Union, Canada, Australia, New Zealand, and other regions where consumer protection laws apply.

Jurisdiction-specific consumer protection laws that inform our policy:

  • European Union: Directive 2011/83/EU
  • United Kingdom: Consumer Contracts Regulations 2013
  • Canada: Ontario's Consumer Protection Act O. Reg. 17/05
  • Australia: The Australian Consumer Law
  • New Zealand: Consumer Guarantees Act
  • United States: FTC Rules
  • South Korea: Electronic Commerce Act
  • Japan: Specified Commercial Transactions Act
  • Brazil: Consumer Protection Code (Law No. 8.078/1990)
  • India: Consumer Protection E-Commerce Guidelines 2020
  • UAE: Executive Regulation of the Consumer Protection Law No. 15 of 2020


1. Right of Withdrawal

To ensure the highest level of consumer protection globally, 🇽🇾🇺 ʙʀᴀɴᴅ grants a universal 14-day right of withdrawal for all non-customized products purchased remotely.

During this period, customers may cancel their order without providing any reason, regardless of their country of residence. This standard exceeds the requirements in many jurisdictions and aligns with the strictest applicable rules to benefit all customers.

Jurisdiction-specific provisions that inform our policy:

  • European Union: Directive 2011/83/EU, Article 9 – "14-day withdrawal right for distance contracts."
  • United Kingdom: Consumer Contracts Regulations 2013 – "14-day cancellation for distance purchases."
  • Canada: Ontario's Consumer Protection Act, Section 45 – "14 days for remote agreements;" Quebec Consumer Protection Act, Section 54.4 – "10 days for distance contracts."
  • Australia: The Australian Consumer Law, Schedule 2, Section 82 – "10-day cooling-off period for unsolicited sales."
  • New Zealand: Fair Trading Act, Section 36M – "5-day cooling-off for uninvited direct sales."
  • United States: FTC Cooling-Off Rule (16 CFR §429) – "3-day right of cancellation for in-person sales of $25+."
  • South Korea: Electronic Commerce Act, Article 17(1) – "7-day cancellation right for distance purchases."
  • Japan: Specified Commercial Transactions Act, Article 15 – "8-day cancellation right for off-premises sales."
  • Brazil: Consumer Protection Code, Article 49 – "7 days for online and distance sales."
  • India: Consumer Protection E-Commerce Guidelines 2020 – "Return windows typically 7–10 days, platform-dependent."
  • UAE: Executive Regulation of the Consumer Protection Law No. 15 of 2020 – "7 days to cancel online orders for eligible goods."

By applying a minimum 14-day withdrawal period, 🇽🇾🇺 ʙʀᴀɴᴅ ensures that our policy not only meets but surpasses the requirements in most jurisdictions, providing clarity and fairness to all our customers.

2. Exceptions to the Right of Withdrawal

To promote sustainable production and minimize waste, all 🇽🇾🇺 ʙʀᴀɴᴅ products are print-to-order, meaning they are manufactured only after a customer places an order. As such, all products are considered customized or made to the consumer’s specifications. These goods 

At 🇽🇾🇺 ʙʀᴀɴᴅ, all products are print-to-order, produced only after an order is placed. This approach embodies our commitment to sustainability, minimizing overproduction and waste. Consequently, all orders are considered "made to the consumer’s specifications," and are produced only if the product is ordered at the time of purchase. This classification aligns with consumer protection laws globally, which acknowledge that customized goods are treated differently and are exempt from the right of withdrawal in many legal systems.

Jurisdiction-specific legal bases for this exemption:

  • European Union: Directive 2011/83/EU, Article 16(c) – "no withdrawal for goods “made to the consumer’s specifications or clearly personalized.”
  • United Kingdom: Consumer Contracts Regulations 2013, Schedule 3, Part 3(b) - "custom-made goods are excluded from cancellation rights."
  • Canada: Ontario's Consumer Protection Act O. Reg. 17/05, Section 26(1) – "no right to cancel agreements for custom-made goods."
  • Australia: The Australian Consumer Law, Schedule 2, Section 54, - "no statutory right to return for change of mind; custom goods not covered by unsolicited sales rules."
  • New Zealand: Consumer Guarantees Act – "change-of-mind returns not required; personalized goods exempt from remedies if they meet consumer instructions."
  • United States: Although federal law does not mandate cooling-off rights for online purchases, the FTC Cooling-Off Rule (16 CFR Part 429) provides a 3-day right of withdrawal for in-person sales over $25. Personalized goods are generally non-returnable.
  • South Korea: Electronic Commerce Act, Article 17(3) – "no cancellation allowed for goods made to order or that would incur significant loss if cancelled."

Japan: Specified Commercial Transactions Act – "cancellation right limited; no withdrawal for custom or personalized goods."Brazil: Consumer Protection Code (Law No. 8.078/1990) Article 49 - "7-day withdrawal unless the product is personalized."India: Consumer Protection E-Commerce Guidelines 2020 (Clause 5.9), - "platforms must disclose if items are non-returnable."UAE: Executive Regulation of the Consumer Protection Law No. 15 of 2020 Article 14(2) – "customized or made-to-order goods may be exempt from return."

Thus, returns are not accepted for print-to-order items unless they are defective or incorrect.

3. Reporting Damages or Issues

To ensure timely resolution of any problems, 🇽🇾🇺 ʙʀᴀɴᴅ provides customers with a 30-day period from receipt of goods to report any defects, damage, or incorrect items. During this period, customers should notify us by email, including their order number, a description of the issue, and clear photographic evidence. If validated, we will offer a replacement, repair, or refund depending on the nature of the issue.

This harmonized 30-day window meets or exceeds requirements in the following jurisdictions:

Jurisdiction-specific legal bases:

  • European Union: Directive 1999/44/EC, Article 5 – "consumers must notify the seller of non-conformity within 2 months; national laws (e.g., Germany) often impose no less than 30 days."
  • United Kingdom: Consumer Rights Act 2015, Section 22 – "30 days to reject goods for full refund due to fault or misdescription."
  • Canada (Ontario): CPA, Section 9 – goods must be of acceptable quality; Section 72 allows complaints for misrepresentation and Section 96 for unresolved issues within a reasonable time.
  • Australia: ACL, Schedule 2, Sections 54–56 – consumers have rights to repair, replacement, or refund for faulty goods. Notification must occur “within a reasonable time.”
  • New Zealand: Consumer Guarantees Act 1993, Sections 6–8 – consumers may seek remedies for faulty goods “within a reasonable time.”
  • United States: Uniform Commercial Code §2-607(3) – buyer must notify seller of breach “within a reasonable time” (generally interpreted as within 30 days).
  • Brazil: CDC, Article 26 – 30 days for non-durable goods; 90 days for durable goods to report faults.
  • South Korea: Electronic Commerce Act, Article 17(4) – 3 months from delivery or 30 days after issue discovery to notify seller.
  • Japan: Civil Code (Article 570) and Consumer Contract Act – defect claims must be made “within a reasonable period,” generally accepted as 20–30 days.
  • India: Consumer Protection Act 2019 – no fixed period, but issues must be reported promptly and within warranty or guarantee period.
  • UAE: Federal Law No. 15 (2020), Article 13 – consumers may demand replacement or repair of defective goods within 14 days, extendable for justified reasons.

By offering a unified 30-day reporting window, 🇽🇾🇺 ʙʀᴀɴᴅ provides a fair, proactive resolution framework that exceeds many statutory minimums and ensures equal treatment for global customers.

4. Refund and Return Process

When a return or refund is approved—such as in cases of product damage, defect, or incorrect shipment—🇽🇾🇺 ʙʀᴀɴᴅ will issue a full refund for the product value and, where applicable, standard shipping costs. Refunds will be processed within 14 days, using the original payment method, unless another method is agreed with the customer.

Where physical returns are required, items must be returned in their original condition, including tags and packaging. Customers are responsible for return shipping costs unless the return is due to a defect or seller error. Refunds may be withheld until the returned goods are received or proof of return is provided.

Jurisdiction-specific legal references:

  • European Union: Directive 2011/83/EU, Article 13 – refunds within 14 days from withdrawal notice; seller may withhold until item is received.
  • United Kingdom: Consumer Contracts Regulations 2013, Regulation 34 – 14-day refund timeline from withdrawal notice or item return.
  • Canada (Ontario): CPA, Section 96 – consumers entitled to refund if service or product is not delivered within 30 days or as agreed.
  • Australia: ACL, Schedule 2, Sections 259–263 – refunds must be provided within a reasonable time for major faults.
  • New Zealand: Consumer Guarantees Act, Section 18 – remedies (including refund) must be provided within a reasonable period.
  • United States: No federal statute requires a refund period, but many state laws and the FTC encourage timely refunds (e.g., FTC Mail Order Rule: 30-day delivery or prompt refund).
  • Brazil: CDC, Article 49 & 26 – refund within 30 days of cancellation or return notification.
  • South Korea: Electronic Commerce Act, Article 18(3) – refund must be processed within 3 business days of item return confirmation.
  • Japan: Consumer Contract Act & Civil Code – refunds must occur “without delay”; case law supports ~14-day window.
  • India: Consumer Protection (E-Commerce) Rules 2020 – no universal standard, but platforms are required to clearly disclose return and refund timelines (typically within 7–14 days).
  • UAE: Cabinet Decision No. 66 of 2023 on Executive Regulation – refunds must be completed “promptly,” typically within 14 days.

By applying a strict 14-day universal refund window, 🇽🇾🇺 ʙʀᴀɴᴅ ensures alignment with leading global standards and provides faster-than-required refunds in many jurisdictions.

5. Diminished Value of Goods

If a product is returned, it must be in its original condition—unused, unwashed, and with all original packaging and tags. Customers may inspect the product to determine its nature, characteristics, and functioning, but any use beyond that may result in a deduction from the refund reflecting the product’s diminished value.

This principle ensures fairness to all parties and is a common standard in many consumer protection laws.

Jurisdiction-specific legal bases:

  • European Union: Directive 2011/83/EU, Article 14(2) – the consumer is liable for diminished value “resulting from the handling of the goods other than what is necessary.”
  • United Kingdom: Consumer Contracts Regulations 2013, Regulation 34(9) – deductions permitted for unreasonable handling.
  • Canada (Quebec): Civil Code, Article 1726 – buyer must return item in the condition it was delivered; seller may reduce refund if item is used.
  • Canada (Ontario): CPA does not explicitly mention diminished value but sellers may deduct if use exceeds inspection.
  • Australia: ACL, Schedule 2, Section 54–55 – consumers must return goods in acceptable condition; significant use may disqualify from refund or reduce refund amount.
  • New Zealand: Consumer Guarantees Act 1993 – consumer must not damage goods while exercising return rights; seller may deduct loss in value.
  • United States: Uniform Commercial Code §2-608 – if buyer revokes acceptance, goods must be in substantially the same condition; restocking fees allowed in many states.
  • Brazil: CDC, Article 49 – returns must include original packaging and unused goods; deduction allowed for altered or used goods.
  • South Korea: Electronic Commerce Act, Article 18(4) – deduction allowed if consumer caused damage or used product.
  • Japan: Civil Code and Specified Commercial Transactions Act – deduction allowed if product returned with signs of use beyond inspection.
  • India: Consumer Protection E-Commerce Rules – platforms must clearly communicate return conditions; deductions allowed for signs of wear.
  • UAE: Executive Regulation, Article 14(4) – seller may deduct part of refund based on usage or condition upon return.

To ensure fairness, 🇽🇾🇺 ʙʀᴀɴᴅ applies this rule only when returned items clearly show signs of wear, damage, or excessive handling beyond normal inspection.

6. Cooling-Off Period for Non-Customized Goods

Although all 🇽🇾🇺 ʙʀᴀɴᴅ products are made-to-order and generally not eligible for withdrawal, if we ever offer non-customized items (e.g., accessories, printed merchandise not tailored to a specific order), customers will have a universal 14-day cooling-off period from the date of delivery to cancel their purchase.

During this time, customers may withdraw from the sale without providing a reason, provided the product is returned in unused, saleable condition, with all original packaging and tags.

Jurisdiction-specific legal references supporting this period:

  • European Union: Directive 2011/83/EU, Article 9 – 14-day withdrawal period for distance contracts.
  • United Kingdom: Consumer Contracts Regulations 2013, Regulation 30 – 14 days to cancel for distance sales.
  • Canada (Ontario): CPA, Section 45 – 14-day cancellation right for remote agreements.
  • Canada (Quebec): CPA, Section 54.4 – 10-day withdrawal for distance contracts.
  • Australia: ACL, unsolicited sales cooling-off period of 10 days (Schedule 2, Section 82), but not generally extended to standard e-commerce; voluntary store policies prevail.
  • New Zealand: Fair Trading Act, Section 36M – 5-day cooling-off period for uninvited direct sales; not applicable to standard online retail unless stated in store policy.
  • United States: FTC Cooling-Off Rule (16 CFR §429) – 3-day right of cancellation for in-person sales over $25; does not apply to most online purchases unless seller offers a return policy.
  • Brazil: Consumer Protection Code (CDC), Article 49 – 7 days from receipt of goods for any online or distance sales.
  • South Korea: Electronic Commerce Act, Article 17(1) – 7 days for cancellation after delivery of goods sold online.
  • Japan: Specified Commercial Transactions Act, Article 15 – 8-day cooling-off for door-to-door sales; online sales require store return policy compliance.
  • India: E-Commerce Rules 2020 – platforms must clearly state return policies; 7–10 days common but not required unless explicitly stated.
  • UAE: Consumer Protection Law, Article 14 – 7 days to return non-defective goods purchased online unless exempted.

By offering a 14-day universal cooling-off period on all non-customized products, 🇽🇾🇺 ʙʀᴀɴᴅ ensures its policy is not only compliant across regions but also provides additional protection to consumers in jurisdictions where shorter or no statutory periods apply.

7. Contact Information

To initiate a return, report a product issue, or request further information about your rights, customers must first contact 🇽🇾🇺 ʙʀᴀɴᴅ through one of the following official channels:

  • Email: support@xyubrand.com
  • Mailing Address: will be provided upon request

Please ensure you provide:

  • Your order number,
  • A description of your issue or reason for return,
  • Clear photographic evidence (if applicable).

Customers are advised not to send any items without prior contact and confirmation from our team. Returns without authorization may be refused.

Legal Requirements by Region:

  • European Union: Directive 2011/83/EU, Article 6(1)(c–d) – trader must provide geographic address and communication method for complaints.
  • United Kingdom: Consumer Contracts Regulations 2013, Regulation 13 – trader must provide a functional email and postal address.
  • Canada: CPA (Ontario), Section 7; (Quebec), Section 228 – sellers must provide full contact details and a dispute resolution method.
  • Australia: ACL, Schedule 2, Section 29 – businesses must clearly disclose contact information and complaint handling process.
  • New Zealand: FTA, Section 13 – traders must act transparently in contact and service matters.
  • United States: FTC guidance and UCC §1-302 – contact information must be clear and accessible for customer service and disputes.
  • Brazil: CDC, Articles 6 & 31 – sellers must provide physical and digital addresses to allow consumer contact.
  • South Korea: Electronic Commerce Act, Article 10 – seller must display accurate contact info on the transaction page.
  • Japan: Specified Commercial Transactions Act – seller contact information must be displayed clearly before order is placed.
  • India: E-Commerce Rules 2020, Section 4(1)(b) – platforms must display full contact information for returns and complaints.
  • UAE: Federal Law No. 15 of 2020, Article 11 – trader contact and return info must be clearly communicated.

8. Sustainability and Consumer Rights

🇽🇾🇺 ʙʀᴀɴᴅ operates with a commitment to sustainable, ethical production. All items are made through a print-to-order process, meaning products are only manufactured once an order is placed. This model:

  • Minimizes overproduction,
  • Reduces textile waste,
  • Supports responsible consumption, and
  • Encourages conscious purchasing.

Because each item is made specifically for the customer at the time of order, it qualifies as “goods made to the consumer’s specifications” under many global consumer protection frameworks. These laws recognize that personalized or made-to-order items are exempt from general return rights:

Jurisdiction-specific provisions:

  • European Union: Directive 2011/83/EU, Article 16(c) – exemptions for goods made to consumer specifications.
  • United Kingdom: Consumer Contracts Regulations 2013, Regulation 28(1)(b).
  • Canada (Ontario): CPA Regulation 17/05, Section 26(1).
  • Australia: ACL does not require returns for change of mind; personalized goods typically exempt.
  • New Zealand: CGA and FTA exclude personalized goods from standard return rights.
  • United States: UCC and FTC guidelines permit stores to exclude made-to-order goods from returns.
  • Brazil: CDC Article 49 excludes custom products from withdrawal rights.
  • South Korea: Electronic Commerce Act, Article 17(3).
  • Japan: Specified Commercial Transactions Act – withdrawal not mandated for customized goods.
  • India: Consumer Protection (E-Commerce) Rules – platforms must declare return exclusions.
  • UAE: Executive Regulation (2023), Article 14(2).

By purchasing from 🇽🇾🇺 ʙʀᴀɴᴅ , customers join a movement prioritizing environmental responsibility and ethical manufacturing. This approach offers full transparency while balancing consumer rights and sustainability goals.