Refund policy

Thank you for your purchase from Bracken Observatory. We take great pride in our products and want you to be completely satisfied with your order.

Standard Merchandise

This policy applies to all our standard stocked items, including apparel, books, media (DVDs and Blu-ray discs), mugs, puzzles, and general gifts. If you are not entirely satisfied with your purchase, you may return it within 30 days of the delivery date for a full refund of the item's price.

To be eligible for a return:

• The item must be unused, unworn, in the same condition that you received it, and in its original packaging.
• Media items, including DVDs and Blu-ray discs, must be unopened and still in their original plastic shrink wrap.
• You must contact us at customercare@bracken-observatory.com to request a Return Merchandise Authorization (RMA) number and shipping instructions.

Please note that you are responsible for paying your own shipping costs to return the item. Original shipping costs are non-refundable.

Custom Made-to-Order Wall Art

This policy applies to our custom-produced wall art, including metal, acrylic, and glass prints. Because these premium pieces are manufactured specifically for you at the time of your order, we cannot accept returns, offer exchanges, or provide refunds for personal preferences, such as ordering the wrong size or changing your mind.

Damaged or Defective Items

We will gladly replace or refund any item that arrives with a manufacturing defect or is damaged during shipping. If you receive a damaged item, please contact us at customercare@bracken-observatory.com within 10 days of delivery.

To help us resolve the issue quickly, please include:

• Your order number.
• A clear description of the issue.
• Photographs of the damaged item and the packaging it arrived in.

We will review the issue and, if approved, arrange for a replacement to be sent to you at no additional cost.

Order Cancellations

If you decide to cancel an order before shipment has occurred, you will be given a full refund of all charges. If an order is canceled by us due to inventory unavailability, you will also receive a full refund.

International Returns

For our international customers, your order is processed through our partner Global-e, who acts as the Merchant of Record. The standard 30-day return window applies to all eligible general merchandise.

Please note the following regarding international returns:

• Return Shipping: You are responsible for the cost of return shipping. When you initiate a return, a localized return shipping label will be generated for you, and the exact cost of this label will be deducted from your final refund amount.
• Duties & Taxes: Original shipping fees, as well as any import duties, customs fees, and local taxes paid at checkout, are strictly non-refundable.
• Currency: Approved refunds will be processed in the original currency used at the time of purchase.

To initiate an international return, please contact customercare@bracken-observatory.com with your order number, and we will email you a localized return shipping label along with further instructions.

Refund Process

Once we receive your returned item and inspect it, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-7 business days. For approved refunds on damaged items, the refund or replacement will be processed immediately without the need to return the physical item.