Why did I receive an incorrect refund amount? – Brown Thomas

If your refund amount does not match your expectations, there are several reasons this may happen. This article explains the most common situations, helping you understand how your refund was calculated.

Partial returns

If you returned only part of your order, your refund will reflect the value of the returned items only.
Any promotions or discounts applied to the original order may adjust the refund amount for individual items.

Promotional purchases

If your order qualified for a promotion (such as a free gift or discount based on minimum spend), returning items may impact your eligibility for that promotion.
Where promotional thresholds are no longer met, we may adjust the refund accordingly.
- Example: If you received a free gift by spending a minimum amount and returned part of your order, the value of the gift may be deducted if the new order value falls below the threshold.

Loyalty points and gift cards

If you used Encore Loyalty points or a gift card at checkout, the corresponding value is refunded back to the original source.
If the gift card is lost, please contact Customer Service so we can arrange a replacement card with your refunded balance.

Important notes

Please check your original order details and any applied promotions before contacting us about a refund discrepancy.
For full visibility, you can review your original receipt, dispatch invoice, and order confirmation email.