How do I return an item purchased in-store?

If you need to return an item purchased at Brown Thomas, this guide outlines the conditions for refunds and exchanges, the documentation required, and important product restrictions. Please note that refund eligibility differs between full-priced and reduced-price goods.

How to return an in-store purchase

• Return window:

  • Full-priced items: Eligible for a refund within 14 days of purchase, or exchange within 28 days.

  • Reduced-price items: Eligible for exchange only within 14 days of purchase. Refunds are not available on reduced-price items.

• Condition of items:
  Items must be unused, in their original packaging, and in a saleable condition, with all tags and labels attached.

• Proof of purchase:
  You must present the original receipt or a digital receipt from the Brown Thomas App.
  Merchandise accompanied by a gift receipt is eligible for exchange only.

Important notes on returns

• Responsibility for goods:
  Brown Thomas is not responsible for products until they have been successfully returned in their original packaging.

• Refund processing:
  Refunds are issued to the original payment method used. Please allow 3–5 business days for the refunded amount to appear on your card statement, depending on your bank’s processing time.

Non-returnable items

The following items are not eligible for return:

• Unsealed, opened, or worn items

• Made-to-measure, made-to-order, altered, or personalised products

• Items unsealed after delivery for health or hygiene reasons

• All food items (including hampers)

• Beauty products with packaging removed or unsealed

• Intimates, briefs, lingerie, underwear, swimwear, hosiery, and body contour apparel

• Bedding (including mattress protectors, duvets, sheets, pillows, and covers)

• Gift cards

• Seasonal products, Christmas decorations, and Christmas trees

• Earrings and pierced jewellery

• Paper carrier bags

Faulty products

If you believe an item purchased in-store is faulty, please return it to any Brown Thomas store as soon as possible. Your statutory rights remain unaffected.