Why did I receive an incorrect refund amount?

If you are asking “Why is my refund amount different from what I expected?”, there are several reasons this may occur. Refunds from Brown Thomas are always calculated in line with the items returned, any promotions applied, and the payment method used.

Partial returns

• If you returned only part of your order, your refund reflects the value of the returned items only.

• Any discounts or promotions applied at checkout may proportionally reduce the refund amount for those items.

Promotional purchases

• Some refunds are adjusted if promotions or thresholds are no longer met.

• Example: If you qualified for a free gift by spending over a certain amount but returned part of your order, the value of that gift may be deducted if your remaining spend falls below the threshold.

Loyalty points and gift cards

• If you used Encore Loyalty points or a gift card, the relevant amounts are refunded back to the same source.

• Gift card balances are reloaded onto the same card where possible. If the card is lost, a replacement may be arranged once ownership is verified.

Important to know

• Always review your original order confirmation, receipt, and dispatch invoice when checking your refund amount.

• Adjustments are based on the final value of items kept and the promotions active at the time of purchase.