Refund policy
Customer First Promise
At The Brand Original, customer satisfaction is our top priority.
If your order arrives damaged, defective, or does not meet your expectations, we aim to make the return or refund process simple, fair, and efficient.
Our goal is to ensure that every customer enjoys a reliable and satisfying shopping experience when purchasing footwear from our store.
Return Eligibility & Timeframe
Customers may request a return or exchange within 30 days of the delivery date.
To qualify for a return, the item must:
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Be unused and unworn
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Be in its original packaging
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Be free from damage, stains, or alterations
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Include the original receipt or order number
Items marked as “Final Sale” or special promotional items may not be eligible for return unless they arrive damaged or defective.
How to Start a Return
To request a return or exchange, please follow these steps:
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Email our support team at support@thebrandoriginal.com
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Include your order number, the item(s) you wish to return, and a brief reason for the return
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Our support team will respond within 1–2 business days with return instructions if your request is approved
Please do not send items back without contacting our support team first.
Return Shipping
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Damaged or defective items: We will cover the return shipping cost.
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Change-of-mind returns: Customers may be responsible for return shipping unless otherwise stated.
Return shipping instructions will be provided by our support team once the return request is approved.
Refunds
Once the returned item is received and inspected:
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Refunds will be processed within 5–7 business days to the original payment method
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You will receive an email confirmation once the refund has been issued
Please note that banks or payment providers may take an additional 3–5 business days to complete the refund process.
Exchanges
If you prefer an exchange:
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You may exchange the item for another product of equal or lesser value
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Replacement items will be shipped once the returned product has been received and approved
Order Cancellations
Orders may be canceled within 24 hours of purchase if they have not yet been processed or shipped.
Once an order has been shipped, it must follow the standard return process outlined in this policy.
Product Condition Guidelines
For a return to be accepted:
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Items must be unused, unworn, and in original packaging
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All original accessories, tags, and packaging must be included
Items returned in unsellable or heavily used condition may not qualify for a refund or exchange.
Damaged, Incorrect, or Missing Items
If your order arrives damaged, incorrect, or missing items, please contact us within 48 hours of delivery.
Send an email to support@thebrandoriginal.com and include:
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Your order number
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Clear photos of the item and packaging
Our team will review the issue and arrange a replacement or refund as quickly as possible.
No Hidden Fees or Restocking Charges
The Brand Original does not charge restocking fees or hidden return costs.
Our return policy is designed to be transparent and customer-friendly.
Contact Information
If you have questions about returns or refunds, please contact us:
Business Name: The Brand Original
Address: 18090 Collins Avenue t15, Sunny Isles Beach, Florida 33160, United States
Email: support@thebrandoriginal.com
Phone: +1 (406) 559-9748
Customer Support Hours
Monday to Sunday: 10:00 AM to 8:00 PM