Refund Policy

At Branchwell, we want every purchase to feel as good as the sustainable materials it's made from. If something isn't right, we'll make it right — clearly and fairly, no fine print required. Here's exactly how returns and refunds work.

30-Day Return Window

You have 30 days from the date your order is delivered to request a return. This gives you plenty of time to try your new Branchwell products and make sure they're the right fit for your home and your habits. Returns requested after the 30-day window unfortunately can't be accepted.

Condition Requirements

To qualify for a return, items must be:

Unused and in the same condition you received them
In their original packaging, including any inserts, tags, or protective materials
Free of stains, odors, or signs of wear

We inspect every return, so please pack items with the same care they arrived in.

How to Start a Return

Starting a return is simple:

Email support@branchwell.com with your order number and the item(s) you'd like to return.
Our team will confirm your eligibility and send you a prepaid or self-service return label, along with clear instructions.
Pack the item securely in its original packaging and send it back within 14 days of receiving your return instructions.

Who Pays for Return Shipping

We believe in being upfront about costs:

If you're returning an item because you changed your mind, no longer need it, or ordered the wrong size or option, return shipping is the customer's responsibility.
If your item arrived defective, damaged, or incorrect, Branchwell covers 100% of return shipping — you won't pay a cent.

Refund Timeline

Once your return arrives at our warehouse, here's what happens:

Our team inspects the item within 1–2 business days of receipt.
Approved refunds are processed to your original payment method within 3–10 business days after we receive your return.
Your bank or card provider may take a few extra days to reflect the refund in your account.

You'll receive an email confirmation as soon as your refund is issued.

Exchanges

Want a different size, color, or product instead of a refund? We're happy to help:

Email us at support@branchwell.com with your order number and what you'd like to exchange it for.
Once we receive your original item and confirm it meets our return conditions, we'll ship your replacement at no additional cost (standard shipping).
If the new item costs more, we'll send a secure payment link for the difference. If it costs less, we'll refund the difference.

Non-Returnable Items

For hygiene, safety, and sustainability reasons, the following items cannot be returned or refunded unless they arrive defective or damaged:

Final-sale items, clearly marked as such at checkout
Custom or personalized products made specifically for you
Opened hygiene-related items, including reusable straws, water bottles, and personal care tools
Gift cards

Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or isn't what you ordered, this one's on us — no exceptions:

Email support@branchwell.com within 7 days of delivery with your order number and a photo of the issue.
We'll send a full replacement at no cost to you, including shipping, as quickly as possible.
If you'd prefer a refund instead of a replacement, we'll process that in full once the issue is confirmed — no return shipment required in most cases.

Questions?

We're a small, dedicated team that genuinely cares about getting this right for you. If anything about your order feels off, reach out to support@branchwell.com and we'll take care of it promptly and fairly.