Refund policy

Online Return Policy

The Brookwood Community™ thanks you for shopping with us! We want you to be completely satisfied with your purchase. Please review our return policy below:

Citizen-Made & Handmade Items
Each Citizen-made Brookwood item is handmade, which means colors and measurements may vary slightly. This also applies to other handmade items we carry.

Broken or Damaged Items

Please inspect your order immediately upon arrival. If your item is broken or damaged, contact us as soon as possible.

  • All claims for broken items must be postmarked and in possession of the mailing service within 5 days of delivery.

  • Please contact our team at (281) 375-2128 or email CustomerService@BrookwoodCommunity.org for mailing instructions regarding damaged products.

Missing or Incorrect Items

While we strive for accuracy, mistakes can occasionally occur.

  • If items are missing or incorrect, please contact us at (281) 375-2128 or email CustomerService@BrookwoodCommunity.org within 5 business days of receiving your package.

  • We will issue a credit or ship the correct item(s) promptly.

Return Window / Refund Policy

  • Our general return policy lasts 30 days from the date of purchase. After 30 days, we cannot offer a refund or online credit.

  • Holiday Clothing Special Policy: Holiday-themed clothing must be returned within 7 days of purchase for a refund or online credit.

  • All items must be unused, in the same condition as received, and in original packaging.

Exchanges & Cancellations

  • Merchandise exchanges are processed as returns; please follow the return steps and then place a new order at brookwoodstore.org.

  • To cancel an order, call (281) 375-2126 or email CustomerService@BrookwoodCommunity.org. If your order has already shipped, it cannot be canceled and must be processed as a return.

Non-Returnable Items

The following are final sale and not eligible for return or exchange:

  • Accessories (Earrings, Necklaces, Purses, Glasses)

  • Gift cards

  • Sale items

  • Art Gallery Items

  • Holiday merchandise

  • Holiday clothing after 7 days of purchase

  • Swimwear

  • Plants

How to Return Your Item

By Mail
Send items in original condition with packaging/tags to:
The Brookwood Community™
Shipping Department ATTN: Online Returns
35269 Bains Lane
Brookshire, TX 77423

In-Store
Online orders, in-store pickups, and in-store purchases can be returned at our Brookwood Store with proof of purchase.

Shipping Costs for Returns

  • Customers are responsible for return shipping costs. Original shipping fees are non-refundable.

  • For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance.

Special Cases

Correctional Facilities: We cannot guarantee delivery to correctional facilities and will not issue refunds for orders that fail to arrive.

Corporate & Special Orders: All corporate and special-order items are final sale unless damaged upon arrival. Damaged or defective items must be reported within 5 business days and returned only if requested.

Questions?
Contact our Customer Service team at (281) 375-2128 or CustomerService@BrookwoodCommunity.org.