Refund policy

RETURN & REFUND POLICY

Our Commitment

We are committed to standing behind every product we ship. If something is wrong with your order, we will make it right.

EU WITHDRAWAL RIGHT (14-DAY RIGHT OF RETURN)

For customers in the European Union:

In accordance with the EU Consumer Rights Directive, you have the legal right to withdraw from your purchase within 14 calendar days of delivery without giving any reason or justification.

To exercise your withdrawal right:

  • Contact us at support@the102brand.com with your order number
  • Include a brief note that you wish to withdraw from the purchase
  • You do not need to return the item to us

Refund processing:
Once your withdrawal request is received and approved, we will issue a full refund to your original payment method within 14 days. Please allow 5–10 additional business days for the refund to appear depending on your bank or payment provider.

RETURN & REFUND POLICY (ALL CUSTOMERS)

All Sales Are Final — With These Important Exceptions:

Because each order at The 102 Brand is fulfilled individually, we do not carry pre-made inventory. For this reason, we are unable to accept returns for non-EU customers in the following cases:

  • Wrong size ordered
  • Change of mind
  • Color preference
  • Customer error at checkout

Note: EU customers have the statutory 14-day withdrawal right (see above) and are not subject to these restrictions.

We strongly encourage every customer to review the size guide on each product page before placing an order. Our apparel is a unisex fit and is true to size when the size guide is followed. If you prefer a more fitted look, we recommend sizing down.

WHEN WE WILL ALWAYS MAKE IT RIGHT:

We will issue a free replacement or a full refund — your choice — if any of the following apply:

  • Your item arrives damaged
  • Your item arrives defective
  • You received the wrong item
  • There is a printing error on your order

To request a replacement or refund:
Email us at support@the102brand.com within 30 days of delivery. Please include:

  • Your order number
  • A clear photo showing the issue

You do not need to return the item.

REFUND PROCESSING

Once your request is reviewed and approved, refunds will be issued to your original payment method. Please allow 5–10 business days for the refund to appear depending on your bank or payment provider.

ORDER CANCELLATIONS

If you need to cancel your order, contact us immediately at support@the102brand.com.

Important: Cancellations can only be honored before your order enters fulfillment. Once fulfillment has begun, we are unable to cancel or modify your order.

DAMAGED IN TRANSIT

If your package arrives visibly damaged, please:

  1. Photograph the packaging and the item before opening it fully (if possible)
  2. Email support@the102brand.com with:
    • Your order number
    • Photos of the damaged packaging and item
    • A brief description of the damage

This helps us resolve your claim as quickly as possible and file claims with our carrier when needed.

CONTACT US

For any questions about your order or this policy:

Email: support@the102brand.com
Phone: (404) 981-5399
Instagram: @the102brand
TikTok: @the102brand

We typically respond within 1–2 business days.