Articles on: Returns

How to request a return?

Go back to BrandsGateway.


We offer a 14-day return policy counting from the day you receive your parcel. To ensure a smooth return process, please keep these guidelines in mind:
Ship the return back within 14 days of receiving your order, and make sure to use a shipping method with an active tracking number.
Please send your return using UPS, FedEx, or DHL. Unfortunately, we cannot accept returns sent via regular postal services, and such returns will be declined.
To initiate a return, simply submit a return request through your BrandsGateway Account.

Access your BrandsGateway Account > Orders Section and search for the order number that you’d like to return.



Under actions, click on the 'Return' Button;



Tick the box of the product(s) that you wish to return.
Please be sure to comply with the shipping deadline shown on the screen. Unfortunately, orders shipped beyond this date cannot be accepted.



Select the items that you want to return;
Select the reason for the return from the available options;
If you are returning the product because of the reason 'Customer was not satisfied with the product', you have the option to choose how you want to handle the return shipping. You can either use your own shipping label or purchase a return label from BrandsGateway.



If you decide to use your own return label, you can access the Return Address information by clicking on the 'Return Address information' button. We recommend opening the page in a new tab to ensure you don't lose any changes you may have made previously.



If you decide to purchase a label from BrandsGateway, we'll handle everything for you. We'll create the order that requires payment, and you'll receive an email notification about it. Once your payment is successfully processed, we'll send you the return label.

Important:

In case the reason for your return is ‘The customer received a wrong item’ or ‘The received item was damaged’ you must write an explanation and attach 1-3 images.
In case you select ‘Other reason’, you must provide a clear explanation.
Once you have selected all of the necessary fields, click on ‘Continue with the return request’.

You can find all the updated Return Addresses here.




Once the Return Request is successfully submitted, you will receive a notification, and the Return Request ID will be visible to you.



You will be able to find each Return Request under your BrandsGateway Dashboard > Returns Section



The status of your return will be ‘Processing’. In case you have purchased your own Return label please ship it within the 14-day return period. In case you chose any of the remaining reasons, please wait until someone revises your request, then the status will change to “Under Review” and we will contact you via email to give you further instructions.

Note: Please be extremely careful when returning products and ensure that you use the correct return address corresponding to the warehouse from which you received the items. Sending returns to an incorrect warehouse location will result in a 20% restocking fee, as it incurs additional handling and logistics costs.


Thank you for your patience, and we will make sure this new feature makes your life easier.

Updated on: 22/08/2023

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