At Brokedown Palace Shop, we stand behind the quality of every product we sell—from our durable fleeces and reliable camping gear to our essential accessories and footwear. We want you to be completely satisfied with your purchase. If you’re not happy with an item, we’re here to help with a straightforward returns and exchanges process.

Return & Exchange Timeframe

We accept returns and exchanges within 15 days of you receiving your order. Please note that all returned items must be unused, unworn, and in their original packaging with tags attached.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

  • Beanies & Bobble Hats (due to close head contact)
  • Gloves
  • Footwear (if tried on outside or without protective sole covers)
  • Bottles & Flasks (if opened or used)
  • Books (if opened or with damaged spine)

How to Initiate a Return or Exchange

Follow these simple steps to request a return or exchange:

  1. Contact our customer service team at [email protected] within 15 days of receiving your order.
  2. Provide your order number and details about the item you wish to return or exchange.
  3. Our team will respond within 48 hours with a Return Authorization Number and instructions for shipping the item back to us.
  4. Package the item securely in its original packaging and include the Return Authorization Number on the outside of the package.
  5. Ship the package to our returns center at:
    Brokedown Palace Shop Returns
    1076 Ashton Lane
    Austin, TX 78741
    USA

Important: We recommend using a trackable shipping method for your return. Brokedown Palace Shop is not responsible for items lost in transit without a tracking number.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped or defective product). For exchanges, we’ll cover the shipping costs to send your replacement item.

Refund Processing

Once we receive and inspect your returned item:

  • Refunds will be processed within 5-7 business days
  • Your refund will be issued to your original payment method
  • Please allow additional time for the refund to appear in your account, depending on your financial institution
  • Shipping costs are non-refundable unless the return is due to our error

Exchange Processing

For exchanges:

  • We will process your exchange within 3-5 business days of receiving your return
  • You will receive tracking information once your replacement item ships
  • Exchanges are subject to product availability

Return Request Template

Use the following template when emailing us about your return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Brokedown Palace Shop Customer Service,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number]
Product Name: [Product Name]
Reason for Return/Exchange: [Please specify reason]

Please advise on the next steps and provide the Return Authorization Number.

Thank you,
[Your Full Name]
[Your Email Address]

Need Help?

Our customer service team is here to assist you with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond promptly.

At Brokedown Palace Shop, we’re committed to ensuring your satisfaction with every purchase. We appreciate your trust in our products and strive to make the returns process as hassle-free as possible.