Refund policy
Last updated: 07/25/2026
This policy applies to all orders placed on Briven Foorwear, operated by DC Stratum Holdings LLC. By placing an order you confirm that you have read and accepted this policy. The version of this policy in effect on the date your order was placed is the version that applies to that order.
1. How our claims process works
We do not operate a returns facility, and we do not ask customers to ship items back to us. Approved claims are resolved directly, by free replacement, partial refund, or full refund.
This means that when something goes wrong with your order you do not pay return shipping, you do not need to repackage anything, and you do not wait for a parcel to reach us before your refund is processed. We respond to all claims within 2 business days.
Because we resolve claims without a physical return, we rely on photo evidence. The requirements are set out in Section 4.
2. Order cancellations
You may cancel your order for a full refund within 12 hours of placing it, provided it has not yet shipped. Email us with your order number.
After 12 hours the order is released to our fulfillment center and can no longer be cancelled or modified, including changes to the shipping address.
If you are unsure about your order, cancel within the first 12 hours. This is the only point at which an order can be withdrawn for any reason and without conditions.
3. What is covered, and by when
| Issue | Deadline to contact us |
|---|---|
| Item arrived damaged | 48 hours from delivery |
| Item is defective or does not function as described | 30 days from delivery |
| Incorrect item received | 30 days from delivery |
| Incorrect size or color sent — you received a size or color other than the one you ordered | 30 days from delivery |
| Item missing from a multi-item order | 30 days from delivery |
| Order not delivered | See Section 6 |
Transit damage is straightforward to verify immediately after arrival and much harder to verify later, which is why damage claims have a shorter deadline than the rest. Claims received after the deadline for that issue cannot be processed.
For each approved claim we will offer a free replacement, a partial refund, or a full refund. Where an item is unusable, we offer a replacement or a full refund. Where an item is usable but not as it should be, we offer a partial refund, normally between 20% and 50% of the item price depending on the issue.
4. How to submit a claim
Email support@trybriven.com with your order number, a description of the issue, and the evidence listed below for your issue type.
Damaged or defective item
- Clear photos of the item showing the problem
- A photo of the shipping label and the barcode on the parcel
- A short video, if the problem is functional rather than visual
Incorrect item, or incorrect size or color sent
- Clear photos of the item you received
- A photo of the shipping label and the barcode on the parcel
- For a size discrepancy, a photo of the item measured against a tape measure
Item missing from a multi-item order
- A photo of everything you received, laid out together
- A photo of the shipping label, the barcode, and the opened packaging
Order not delivered — no photo evidence is required. See Section 6.
We respond to all claims within 2 business days. Claims that require photo evidence cannot be processed without it, and we may ask for additional photos where the evidence supplied is unclear.
5. What is not covered
Change of mind. Because we do not operate a returns facility, we cannot accept items back for reasons such as no longer wanting the item, finding it cheaper elsewhere, or ordering by mistake. Please use the 12-hour cancellation window in Section 2 if you change your mind.
Choosing the wrong size at checkout. This is different from us sending you the wrong size, which is covered under Section 3. Please check the sizing chart on the product page before ordering — footwear sizing varies between styles, and the chart on each product page is specific to that item.
If the size you ordered does not fit, contact us within 30 days of delivery. We are not able to refund the order, but we will offer you a replacement pair in a different size at 50% off the original price, with free shipping. This offer is limited to one replacement per order.
Normal wear. Items showing signs of use, wear, washing, or alteration.
Cosmetic imperfections that do not affect the use of the item, such as minor loose threads, slight creasing from packaging, or small surface marks.
Final Sale items and gift cards. Final Sale items are clearly marked as such on the product page at the time of purchase.
Packaging damage where the item inside is undamaged.
6. Orders not received
If tracking has not updated for 10 or more business days: contact us and we will open an investigation with the carrier.
If your order has not arrived within 40 days of the shipping confirmation: contact us and we will resend your order or issue a full refund, at your choice.
If tracking shows "delivered" but you have not received the package: please check with household members, neighbors and building management, check all entrances and any safe-drop locations, and contact your local carrier with the tracking number. If the package is still missing, contact us within 7 days of the marked delivery date and we will file a claim with the carrier. Once the carrier confirms non-delivery, we will resend or refund your order.
Claims for packages marked as delivered that are reported more than 7 days after the delivery date cannot be processed.
7. Address errors, refused and undeliverable packages
You are responsible for entering a complete and accurate shipping address at checkout. We are not responsible for orders delayed, lost, or returned as a result of an incorrect, incomplete or outdated address.
If a package is returned as undeliverable because the address was incorrect, delivery was refused, or the package was not collected in time, we will refund the value of the items less original shipping costs and any carrier fees. Reshipment can be arranged at your expense.
8. Replacements and repeat claims
Replacement items are covered by this policy on the same terms as the original item, with deadlines running from the delivery date of the replacement.
Each item in an order may be the subject of one claim. Where we have issued a full refund for an item, that item is no longer eligible for further claims.
We reserve the right to decline claims, to refuse to process future orders, and to close a customer account where we identify a pattern of claims that is inconsistent with the evidence supplied, or where claims are submitted in bad faith. We will always explain our reasoning in writing before doing so.
9. If you disagree with our decision
If you do not agree with the resolution we offer, reply to our email and tell us why, including any additional photos or information. A second member of our team will review the claim and respond within 3 business days. This review is free and there is no limit on the information you may submit.
10. Refunds
Once your claim is approved we will confirm this by email.
Approved refunds are issued to the original payment method within 10 business days. We are not able to issue refunds to a different card, account, or payment method. Your bank or card issuer may need additional time to post the refund. If more than 15 business days have passed since your refund was approved and you have not received it, contact us.
Refunds cover the item price. Original shipping costs are non-refundable, except where the item was defective, damaged, incorrect, or never delivered.
11. Contact us before filing a dispute
We resolve the large majority of claims within 2 business days, and we do not require you to ship anything back. If you have any problem with your order, please contact us before opening a chargeback or payment dispute with your bank or card issuer.
A dispute filed before contacting us prevents us from resolving the issue directly and delays any refund you may be entitled to.
12. Your legal rights
Nothing in this policy limits or excludes any right you have under applicable consumer protection law that cannot be limited or excluded by agreement. Where any part of this policy conflicts with a mandatory legal requirement in your jurisdiction, that requirement applies.
13. Contact
Briven Footwear A trading name of DC Stratum Holdings LLC 1209 Mountain Road Ste N Albuquerque, NM 87110 support@trybriven.com
Support hours: Monday–Friday, 9:00–17:00 ET