Refund policy
Bróga Irish Dance Limited – Returns Policy
This Returns Policy sets out the terms under which Bróga Irish Dance Limited ("Bróga", "we", "us", "our") accepts returns of footwear purchased through our online store. By purchasing Bróga products, the customer ("you", "your") agrees to the terms below.
This policy does not affect your statutory rights under UK consumer law.
1. Eligibility for Returns
1.1 Bróga accepts returns of unworn footwear within the applicable returns window outlined in Section 2, subject to the condition requirements in Section 3.
1.2 To be eligible for a return, footwear must be:
a) Unworn and undamaged;
b) Tried on indoors only and not used for dancing, training, or rehearsals;
c) In resaleable condition; and
d) Returned with all original laces, packaging, and accessories.
1.3 Bróga reserves the right to reject any return that does not meet these criteria.
2. Returns Window
2.1 Returns must be registered within 14 days of delivery. To register a return, customers must email admin@brogairishdance.com with their full name, order number, location, and reason for return before sending any parcel back. Returns requested outside of this window will not be accepted.
2.2 Do not send your parcel before contacting us. Returns sent without prior authorisation cannot be processed or refunded.
3. Condition Requirements
3.1 Returns will only be accepted if the footwear is in "new or nearly new condition." This means the footwear must not exhibit:
a) Visible wear on the suede pads or soles;
b) Floor marks, friction wear, dirt, chalk, or embedded debris;
c) Creasing or compression to the leather indicating dancing or weight-bearing activity;
d) Stretched leather or distorted shape; or
e) Any signs of outdoor use.
3.2 Footwear that has been danced in, trained in, rehearsed in, or worn beyond a brief indoor try-on will not qualify for a refund.
3.3 Bróga will assess the condition of all returned items. The decision of Bróga regarding eligibility is final.
(Images illustrating acceptable and unacceptable conditions may be referenced or displayed on the website or in return communications.)
3.4 Customer Self-Assessment Before Returning
Before initiating a return, customers are required to review the condition of their footwear. For fairness and clarity, customers should consider the following question:
"If I saw these shoes in this exact condition, would I be happy to purchase them at full price?"
If the answer is no, the footwear is unlikely to meet Bróga's return eligibility requirements and should not be sent back. Bróga reserves the right to reject returns that do not meet the condition standards outlined in this policy.
4. Regional Returns Process
4.1 United Kingdom
4.1.1 Customers in the United Kingdom are responsible for the cost of their own return shipping. Returns must be sent using Royal Mail at a cost of £3.55, paid directly by the customer at the point of return. This cost is paid by the customer and is not deducted from the refund.
4.1.2 Returns must be sent using a tracked service to the following address:
Bróga Irish Dance
18 Laburnum Cl
Hollywood
Birmingham
B47 5QW
United Kingdom
4.1.3 Customers must include inside the parcel their full name, order number, and reason for return.
4.1.4 Bróga is not responsible for returned parcels lost in transit. Refunds will only be issued where the customer provides valid proof of tracked postage and the parcel successfully arrives at the Bróga premises.
4.2 United States and Europe (Including Republic of Ireland)
4.2.1 Customers may initiate a return via the SAMOS Returns Portal:
https://brgairishdancelimited.reversecarrier.com/main/landing
4.2.2 Customers must enter:
a) Their Shopify order number including the hashtag (e.g., "#1234"), and
b) The postcode or ZIP code used at checkout.
4.2.3 The portal will generate a QR code or printable label and provide instructions for drop-off with the designated carrier.
4.2.4 A return shipping fee of £10 (or the equivalent in the customer's local currency at the time of refund) applies to all returns made via the SAMOS portal. This fee covers the cost of return shipping and will be deducted from the customer's refund once the returned footwear has arrived at Bróga and passed inspection.
4.2.5 Returns initiated via the SAMOS portal are routed through a European transit hub and consolidated before being shipped back to the United Kingdom. As a result, returns may take approximately 7–9 weeks to arrive in the United Kingdom from the time the return is sent. This timeframe is normal for consolidated international logistics.
4.2.6 Optional faster return: Customers in the United States and Europe may instead choose to return footwear directly to Bróga at their own cost using tracked shipping to the UK return address listed in Section 4.1.2. Where this option is used, the £10 SAMOS portal fee does not apply, as the customer arranges and pays for shipping directly. Bróga remains unable to accept liability for parcels lost in transit, and refunds will only be processed upon receipt and inspection.
4.2.7 Bróga will issue refunds only after the returned footwear has physically arrived at Bróga's premises and passed inspection.
4.3 Rest of World
4.3.1 Customers outside the UK, US, and Europe must arrange and pay for their own tracked return shipping. As this cost is paid directly by the customer, no return shipping fee is deducted from the refund.
4.3.2 Returns must be sent to the UK return address listed in Section 4.1.2.
4.3.3 Bróga is not responsible for international parcels lost in transit. Refunds will only be processed upon receipt and inspection of the returned footwear.
5. Exchanges
5.1 Bróga does not offer direct exchanges. Customers wishing to obtain a different size or product must request a refund (if eligible) and place a new order.
6. Refunds
6.1 Refunds are issued to the original payment method only.
6.2 Once returned footwear arrives at Bróga's premises, Bróga will aim to inspect and approve eligible returns within 7 working days.
6.3 After approval, refunds will be issued. Once a refund has been issued, it may take a further 7–10 working days for the funds to appear in the customer's account, depending on the payment provider and bank processing times.
6.4 Bróga does not refund:
a) Return shipping costs. For returns outside the United Kingdom made via the SAMOS portal, a £10 return shipping fee is deducted from the refund (see Section 4.2). UK customers and Rest of World customers pay return postage directly to their carrier (see Sections 4.1 and 4.3). Return shipping costs are non-refundable except where legally required, such as verified faulty goods;
b) Customs duties, import taxes, or handling fees paid by the customer;
c) Any item rejected under Section 3.
6.5 Refunds will not be issued prior to the physical receipt and inspection of the returned item.
7. Faulty Items
7.1 If the customer believes their footwear is faulty, they must notify Bróga within 7 days of delivery and provide photographic evidence.
7.2 Where Bróga determines the footwear is faulty, a refund will be issued in accordance with customer statutory rights. Bróga will cover the cost of return shipping for verified faulty goods, and no return shipping fee will be deducted.
7.3 Faults or damage caused by improper use, dancing, excessive wear, or misuse are not covered under this policy.
8. Customer Responsibilities
8.1 The customer is responsible for ensuring all return instructions are followed correctly.
8.2 The customer must retain tracking information until the refund is confirmed.
8.3 Failure to comply with the requirements in this policy may result in delays or refusal of refund.
9. Amendments
Bróga reserves the right to amend this Returns Policy at any time. The version in effect at the time of purchase applies to each order.
10. Contact Information
For all return enquiries, customers may contact:
Email: admin@brogairishdance.com
Bróga Irish Dance Limited
18 Laburnum Cl
Hollywood
Birmingham
B47 5QW
United Kingdom
11. Right to Cancel (Cooling-Off Period)
If you are based in the UK, EU, or Ireland, you have the right to cancel your order within 14 days of receiving your items, without giving any reason, in accordance with the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive.
To exercise this right, please contact us at admin@brogairishdance.com within 14 days of delivery. Items must be returned in their original condition within 14 days of notifying us of your cancellation.
Please note: This right does not apply to custom-made, personalised, or made-to-measure items (such as bespoke Irish dance costumes), or sealed goods that have been opened and cannot be returned for hygiene reasons.
Return shipping costs are the responsibility of the customer. UK customers should use Royal Mail (typically £3.55). EU and Irish customers will be charged a £10 flat rate return fee.