Refund policy
At Broken Sigil, every garment is an artifact of intent. If an item does not align with your vision, we facilitate its return with the precision and transparency required by European Consumer Standards, expanding to our global initiates.
I. The Window of Reconsideration You have a period of 30 days from the date of delivery to initiate a return. Requests submitted beyond this window cannot be honored. To begin the process, notify the Architect at info@brokensigil.eu. Artifacts returned without prior authorization will not be accepted into the Archive.
II. Conditions of Eligibility To be eligible for a return, the item must remain in its pristine, original state. This is defined as:
Unworn, unwashed, and unaltered.
Containing all original "Order" tags and archival packaging.
Accompanied by the digital or physical proof of purchase.
Free from scents (perfume/smoke), pet hair, or signs of wear.
III. Restricted Artifacts (Non-Returnable) For reasons of hygiene and the sanctity of the collection, the following are final sale:
Intimate apparel (Lingerie, bodysuits, hosiery, etc.).
Items showing any evidence of use or laundering.
Digital products or Gift Cards.
Items explicitly marked as "Final Sale" or "Vault Clearance."
IV. Discrepancies & Damaged Goods Upon delivery, you must inspect your package immediately. If an item arrives damaged, defective, or is not the Sigil you ordered, contact info@brokensigil.eu within 48 hours with photographic evidence.
Resolution: We will evaluate the damage. If verified, we will issue a replacement or a full refund. You may not be required to ship the damaged item back, pending the Architect’s assessment.
V. Logistics of Return For standard returns (fit, preference, or change of mind):
Responsibility: The customer is strictly responsible for all return shipping costs and transit risks globally.
The Hub: All returns must be sent to our central operations in Portugal. The specific shipping coordinates will be provided upon the approval of your request.
International Customs (Non-EU Returns): If returning an artifact from outside the European Union, the customs declaration must explicitly be marked as "RETURNED GOODS". The Archive is not responsible for any import tariffs levied by Portuguese customs due to incorrect labeling. If Broken Sigil incurs customs fees to receive your package, that exact amount will be deducted from your final refund.
Tracking: We strongly recommend a tracked service; we cannot refund an item that does not successfully reach our Portuguese address.
VI. The Method of Exchange To ensure you secure your desired size or item before it exits the Archive, we follow a two-step protocol:
Initiate a return for your original item.
Place a new, separate order for the replacement item.
VII. EU Right of Withdrawal (14-Day Cooling-Off) In accordance with European Union law, residents within the EU have the right to withdraw from their purchase for any reason within 14 days of receipt. The item must still meet the eligibility criteria outlined in Section II. You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature.
VIII. The Refund Process Once your return is received and inspected at our Portuguese facility, we will notify you of the status of your refund.
Approval: Approved refunds are credited to the original payment method.
Non-Refundable Tariffs: For international orders, any local customs duties or import taxes paid to your government upon the artifact's arrival are strictly non-refundable by Broken Sigil.
Timeline: Processing typically occurs within 10 business days. Note that financial institutions may require additional time (up to 5-10 days) to reflect the balance.
Currency: All refunds are issued in Euro (€). Broken Sigil is not responsible for fluctuations in exchange rates or bank fees incurred by the customer's financial institution.
IX. Correspondence For inquiries regarding sizing, care rituals, or return status, contact the Architect directly at info@brokensigil.eu.