No products added!
Returns & Refund Policy
Last Updated: 19-08-2026
At Broklay London, we take care to ensure that every order is packed and delivered in good condition. If you receive a damaged, defective, incorrect, or incomplete order, we are here to assist you.
This Returns & Refund Policy explains the conditions and process for requesting a return, replacement, or refund for products purchased through our website.
1. Brand & Billing Information
Broklay London is the customer-facing brand through which our products are marketed and sold.
Please note that Knoll Pharmaceuticals may act as the billing and/or merchant entity for transactions made through our website.
Accordingly, Knoll Pharmaceuticals may appear on your invoice, receipt, payment confirmation, bank/card statement, or other transaction-related documents.
This does not affect your eligibility for a return, replacement, or refund under this policy.
2. Eligible Returns
Due to the nature of skincare and personal-care products, we generally do not accept returns of products that have been opened, used, tested, or tampered with, unless the product is defective, damaged, or incorrectly supplied.
A return or replacement may be considered if:
You received a damaged product.
You received a defective product.
You received the wrong product.
A product is missing from your order.
The product received is materially different from the product ordered.
The package was tampered with or compromised during delivery.
All return requests are subject to verification and approval.
3. Return Request Timeframe
For eligible issues, you must contact us within 48 hours of receiving your order.
Requests received after this period may not be accepted unless the issue involves a manufacturing defect or another circumstance where a longer period is required under applicable law.
To help us resolve your request quickly, please provide your:
Order number
Full name
Registered mobile number/email address
Clear photographs of the product
Clear photographs/videos of the outer packaging
Description of the issue
For damaged or incorrect orders, photographs/videos of the package and product may be required for verification with our logistics or fulfilment partners.
4. Products That Cannot Generally Be Returned
For hygiene, safety, and product-quality reasons, we generally do not accept returns for:
Products that have been opened or used
Products that have been tested or partially consumed
Products without their original packaging
Products with missing seals or safety packaging
Products damaged due to improper storage or handling by the customer
Products returned without prior approval
Products purchased through unauthorised sellers or third-party channels
This restriction does not limit any rights or remedies available to customers under applicable law.
5. Damaged Products
If your product arrives damaged, please contact us within 48 hours of delivery.
Please provide clear photographs/videos showing:
The outer shipping package
The shipping label
The product packaging
The damaged product
Any visible leakage, breakage, or tampering
After reviewing the information, we may arrange a replacement, refund, or other appropriate resolution depending on the circumstances.
6. Wrong Product Received
If you receive a product different from the one you ordered, contact us within 48 hours of delivery.
After verification, we may arrange for the incorrect product to be returned and the correct product to be dispatched, subject to availability.
Where appropriate, the return shipping cost for an incorrectly supplied product will be borne by us.
7. Missing Products
If one or more products are missing from your order, please notify us within 48 hours of delivery.
We may verify the order details, packing records, shipment information, and other relevant information before providing a resolution.
If the missing item is confirmed, we may arrange a replacement or refund, as applicable.
8. Manufacturing Defects
If you believe that a product has a manufacturing defect, please contact us with photographs/videos and details of the issue.
We may request additional information, including product batch details, packaging photographs, or other information required to investigate the complaint.
After verification, an appropriate resolution may be offered in accordance with applicable law and our internal quality procedures.
9. Change of Mind
We generally do not accept returns simply because a customer has changed their mind, ordered the wrong product, or no longer wants the product, particularly where the product has been delivered in proper condition.
However, if an applicable statutory right exists under law, such rights will continue to apply.
10. Refund Eligibility
If a refund is approved, the refund amount may depend on the circumstances of the return or cancellation.
Where applicable, refunds may be issued for:
Eligible cancelled orders
Confirmed damaged products
Confirmed defective products
Incorrect products supplied
Confirmed missing products
Other situations approved by us or required under applicable law
Shipping charges may not be refundable where the order was correctly fulfilled and delivered, unless otherwise required by applicable law or specifically approved by us.
11. Refund Processing
Once a refund is approved, we will initiate the refund through the applicable payment method or payment processing system.
Because payments may be processed through third-party payment gateways, the time taken for the refunded amount to appear in your account may vary depending on the payment provider, bank, card issuer, or other financial institution.
Where the original payment was processed through a payment gateway associated with Knoll Pharmaceuticals, the refund may also be processed through the applicable billing/merchant account.
12. Refund for Cash on Delivery Orders
For eligible COD orders, where a refund is approved, we may request valid bank account or other payment details required to process the refund.
Customers should provide such information only through our official customer-support channels.
We will never ask customers to share their ATM PIN, card PIN, password, OTP, or other confidential banking credentials for processing a refund.
13. Return Shipping
Where the return is approved because the product was damaged, defective, incorrectly supplied, or otherwise determined to be our responsibility, we may arrange or reimburse the applicable return shipping, subject to verification.
Where a return is approved for another reason, the customer may be responsible for the applicable return shipping charges.
We will communicate the applicable return instructions before the customer sends any product back.
14. Return Conditions
If a return is approved, the product should generally be returned:
In its original packaging
With all applicable accessories/freebies, if any
With labels and seals intact where applicable
In a condition suitable for inspection
Products returned without prior approval may not be accepted.
15. Promotional Products and Free Gifts
If an order includes a free product, gift, sample, or promotional item, the applicable promotional terms may require the free item to be returned along with the main product if the order is being returned.
The value of promotional benefits may also be adjusted where permitted under the applicable offer terms.
16. Exchanges and Replacements
Where an exchange or replacement is approved, the replacement will be subject to product availability.
If the same product is unavailable, we may offer an alternative resolution, including a refund, where appropriate.
17. Refunds for Cancelled Orders
If an order is successfully cancelled before dispatch and the payment has already been received, an eligible refund will be initiated through the applicable payment method.
Once an order has been dispatched, cancellation may no longer be possible and the request may instead be handled under the applicable return/delivery conditions.
18. Fraudulent or Abusive Returns
We reserve the right to investigate unusual, repeated, fraudulent, or abusive return/refund requests.
Where there is reasonable evidence of fraudulent activity, misuse of the returns process, false claims, or other abuse, we may refuse the request to the extent permitted by applicable law.
19. Consumer Rights
Nothing in this Returns & Refund Policy is intended to restrict or exclude any rights or remedies that a customer may have under applicable Indian laws.
Where applicable law provides a mandatory right, remedy, refund, replacement, or compensation, such legal requirements will prevail over any conflicting provision of this policy.
20. How to Request a Return or Refund
To request a return, replacement, or refund, contact us through our official customer-support channel with:
Order Number:
Customer Name:
Registered Mobile/Email:
Reason for Request:
Photographs/Videos:
Please do not send any product back without receiving return instructions from us.
21. Contact Us
For return, replacement, or refund-related queries, please contact:
Brand: Broklay London
Billing/Merchant Entity: Knoll Pharmaceuticals
Email: Broklaylondon@gmail.com
Phone: +91-98109-545-33
Address: 162/169, Great Portland Street,5th Floor, London W1W 5PF (UK)
Please mention your order number or invoice number when contacting us.
Important Billing Notice
Broklay London is the customer-facing brand. Knoll Pharmaceuticals may appear as the billing and/or merchant entity for purchases made through our website.
Therefore, customers may see Knoll Pharmaceuticals on invoices, receipts, payment confirmations, or bank/card statements relating to their Broklay London purchase.
Any eligible refund may accordingly be processed through the applicable billing/merchant or payment-processing channel.
