Refund policy

30 Day Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. If more than 30 days have passed since your order's delivery date, we cannot offer a return or exchange. Items sent back to us without first requesting a return will not be accepted. Shipping costs for returns or exchanges are non refundable. 

To start a return, you can contact us at info@brainbowstudio.com. Please note that returns will need to be sent to the following address: PO Box 5071, Smithers, British Columbia, V0J 2N0, Canada.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned. This includes custom products (such as special orders or personalized items), earrings, gift cards, and final sale items. Please get in touch if you have questions or concerns about your specific item. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please contact us at info@brainbowstudio.com for any questions.

Cancellation
If, for whatever reason, you decide to cancel your order, please contact us within 24 hours. If the order is marked as shipped or fulfilled, we cannot cancel the order. Please note that customers are responsible for any return shipping charges if you decide to return the order.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@brainbowstudio.com.

Customer Service @ BRAINBOW

For all customer service needs, please email info@brainbowstudio.com with your order number (if you have it), current shipping address, and the issue or concern.

We are open Monday through Friday, 9:00 am - 5:00 pm PST. If you send a request outside of our normal business hours, we will respond as quickly as possible. We strive to respond within 1-2 business days. We will not be available for support on standard holidays in Canada. 

We look forward to helping you!