Refund policy
Return and Refund Policy
At Broad Marketplace, we want you to feel confident about your purchase. Because many of our products are customized or made especially for each customer, different return conditions may apply to personalized and non-personalized products.
Please review product descriptions, sizing charts, colours, and customization details carefully before placing your order.
Return Eligibility
For eligible non-customized products, you may request a return within 14 days of delivery.
To qualify for a return, the product must be:
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Unworn, unused, and unwashed
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In its original condition
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Free from stains, odours, pet hair, or damage
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Returned with its original tags and packaging, when applicable
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Accompanied by proof of purchase
Contact us at HELLO@BROADMARKETPLACE.COM before returning anything. Items sent back without prior authorization may not be accepted.
Customized and Made-to-Order Products
Customized, personalized, and made-to-order products are created specifically for you. Therefore, they cannot normally be returned, exchanged, or refunded because:
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You changed your mind
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You selected the wrong size or colour
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You entered incorrect spelling or customization information
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You approved a design containing an error
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The finished colour varies slightly from its appearance on a screen
Customized products remain eligible for assistance if they arrive damaged, defective, misprinted, or different from the customization submitted with the order.
Nothing in this policy limits rights that cannot be excluded under applicable consumer-protection laws.
Damaged, Defective or Incorrect Products
Please inspect your order as soon as it arrives. If you receive an item that is damaged, defective, misprinted, or incorrect, contact us within 14 days of delivery.
Email HELLO@BROADMARKETPLACE.COM and include:
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Your full name
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Your order number
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A description of the problem
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Clear photographs of the entire product
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Close-up photographs showing the damage, defect, or printing issue
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A photograph of the packaging and shipping label, when relevant
Once we review the claim, we may offer a replacement, refund, or another appropriate solution. You may not be required to return a defective product unless we provide return instructions.
Size and Fit
Sizing may vary between brands and garment styles. Please review the sizing chart on the product page before ordering.
Selecting the wrong size does not qualify as a defect. Customized or made-to-order clothing cannot normally be returned or exchanged because of an incorrect size selection.
Colour and Print Variations
Product colours may appear slightly different depending on your screen settings. Small variations in colour, placement, or print appearance can also occur during production.
Minor variations that do not affect the product’s overall quality are not generally considered defects.
Non-Returnable Items
Unless damaged, defective, or required by law, we cannot accept returns for:
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Customized or personalized products
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Made-to-order products
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Gift cards
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Final-sale or clearance products
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Products that have been worn, washed, altered, or damaged after delivery
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Products returned without prior authorization
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Items without proof of purchase
REFINED ADDITIONS/CHANGES:
1. Add a "Country-Specific Rights" section (
Regional Consumer Rights
Canada: This policy complies with applicable Canadian consumer protection laws. Quebec residents may have additional rights under the Consumer Protection Act.
United States: This policy is governed by applicable U.S. consumer protection laws, which vary by state.
United Kingdom: UK customers retain statutory rights under the Consumer Rights Act 2015. Made-to-order and personalized products are exempt from the 14-day right to cancel under The Consumer Contracts Regulations 2013.
European Union: EU customers retain rights under the EU Consumer Rights Directive. Made-to-order and personalized products are lawfully exempt from the 14-day withdrawal right under Article 16(c) of Directive 2011/83/EU
Return Process
To request an eligible return:
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Email HELLO@BROADMARKETPLACE.COM within 14 days of delivery.
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Include your order number and reason for the return.
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Wait for return approval and instructions.
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Package the product securely.
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Mail it to the return address provided in our instructions.
Do not mail products to the manufacturer, print provider, or address shown on the original package unless we specifically instruct you to do so.
Approved returns must be shipped within 14 days of receiving return authorization.
Return Shipping Costs
Customers are responsible for return shipping costs when returning an eligible item because of a change of mind or personal preference.
If we confirm that an item arrived damaged, defective, misprinted, or incorrect, Broad Marketplace will provide an appropriate solution and may cover reasonable return shipping costs when a return is required.
Original shipping charges are non-refundable unless the order was defective, incorrect, or otherwise required by law.
We recommend using a tracked shipping service. Broad Marketplace is not responsible for unauthorized returns or packages lost while being returned.
Exchanges
We do not offer direct exchanges for customized or made-to-order products.
For eligible non-customized items, contact us at HELLO@BROADMARKETPLACE.COM. If the requested replacement is available, we will provide instructions. The quickest option may be to return the eligible product and place a new order separately.
Order Changes and Cancellations
Orders may enter production shortly after they are submitted. Contact us immediately if you need to request a change or cancellation.
We cannot guarantee changes or cancellations once production has started. Customized and made-to-order orders that have entered production are not normally eligible for cancellation or refund.
Refunds
We will notify you after receiving and inspecting an approved return.
If your refund is approved, it will be issued to the original payment method within 14 business days. Your bank or credit card company may require additional time to process and post the refund.
Shipping charges are not refundable unless stated otherwise in this policy or required by law.
If more than 15 business days have passed since we approved your refund, contact us at kristicreatesfreedom@gmail.com.
Sale Items and Gift Cards
Final-sale products and gift cards cannot be returned or refunded unless required by law.
Regular return conditions apply to eligible sale products unless the product page clearly identifies the item as final sale.
Missing or Stolen Packages
If tracking shows that your package was delivered but you cannot locate it, check around your property, ask members of your household or neighbours, and contact the shipping carrier.
Broad Marketplace is not responsible for packages lost or stolen after confirmed delivery. However, please contact us, and we will do our best to assist you.
Returned or Undeliverable Packages
Customers are responsible for providing a complete and accurate delivery address.
If an order is returned because of an incorrect address, refusal, missed collection, or unsuccessful delivery attempt, additional shipping charges may apply before it can be resent. Customized products returned as undeliverable are not automatically eligible for a refund.
Contact Us
For questions or return requests, contact:
Broad Marketplace
Email: HELLO@BROADMARKETPLACE.COM
Website: broadmarketplace.com
Return address: Provided after return approval
Last updated: August 8, 2026