Refund policy

Refund Policy

Last updated: 3 November 2026

THEBRNDS is a trading name of ZeroCinq LLC, 1940 Broadway, Boulder, Colorado, USA ("we", "us", "our"). This policy applies to all orders placed on thebrnds.com. We want you to love what you ordered. If you don't, returns are simple and free.

1. 30-Day Free Returns

You can return any eligible item within 30 days of the date you receive it, for any reason. Returns are completely free: we provide a prepaid return label at no cost to you.

2. Your Statutory Rights (UK Customers)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. Our 30-day return window is offered in addition to these rights. It does not replace or limit them, or your rights under the Consumer Rights Act 2015 for goods that are faulty, misdescribed or not fit for purpose.

3. Return Conditions

To be eligible for a return, items must be:

  • Unworn, unwashed and in the same condition you received them
  • Returned in the original packaging, including the original shoe box, which must not be damaged or written on
  • Returned with all original tags, labels and accessories attached
  • Accompanied by proof of purchase (your order number)

Please try footwear on a clean, indoor surface only. We may reduce your refund if an item has been worn outdoors, damaged, or handled more than needed to check its style, size and fit.

4. Non-Returnable Items

  • Gift cards
  • Items clearly marked as final sale at the time of purchase (where permitted by law)
  • Items returned without our prior return authorisation

5. How to Start a Return

  1. Email us at contact@thebrnds.com within 30 days of receiving your order, including your order number and the item(s) you wish to return.
  2. We will reply within 1–2 business days with your return authorisation and a free prepaid return label.
  3. Pack the item(s) securely in the original packaging, attach the label, and drop the parcel off with the carrier.
  4. Keep your proof of postage until your refund has been processed.

Please do not send items back without contacting us first, as unauthorised returns cannot be processed.

6. Refunds

Once your return arrives at our returns centre, we will inspect it and email you to confirm whether your refund has been approved.

  • Approved refunds are issued to your original payment method within 14 days of us receiving the item.
  • Your bank or card provider may take an additional 3–5 business days to show the refund in your account.
  • If you cancel your entire order, any delivery charge paid is also refunded.

7. Exchanges

Need a different size or colour? The quickest way is to return your original item for a refund and place a new order for the item you want. This keeps your new size from selling out while your return is on its way.

8. Damaged, Faulty or Incorrect Items

Please check your order as soon as it arrives. If an item is faulty, damaged in transit or not what you ordered, email contact@thebrnds.com with your order number and clear photos of the item and packaging. We will offer a free replacement or a full refund, including any delivery costs.

9. Late or Missing Refunds

If you haven't received your refund within the timeframe above:

  1. Check your bank or card account again.
  2. Contact your bank or card provider, as processing times can vary.
  3. If you still haven't received it, email us at contact@thebrnds.com and we'll look into it right away.

10. Contact Us

THEBRNDS
1940 Broadway, Boulder, Colorado, USA
Email: contact@thebrnds.com