Refund policy

Returns and Refunds

Every Brightmas product is made to order, so we are unable to accept returns for change of mind.

Cancellations

You may cancel your order within 2 business days of placing it, for a full refund. After that your order has entered processing and, as a made to order item, it can no longer be cancelled. To cancel, email hello.brightmas@outlook.com with your order number as soon as possible.

Faulty on arrival, 30 day money back guarantee

If your product arrives faulty, you have 30 days from delivery to return it for a full refund of the purchase price. To start a claim, email hello.brightmas@outlook.com with your order number and a short video or photos showing the fault.

The product must be returned unused, in pristine condition and in its original packaging. Plugging the product in to test it does not count as use.

Return shipping is paid by you. We recommend a tracked service, as we can only refund items that reach us. Refunds are issued to your original payment method within 5 business days of the return arriving with us.

Damaged in transit

If your parcel arrives visibly damaged, photograph the product and the outer box before doing anything else and send the photos to hello.brightmas@outlook.com within 48 hours of delivery. We will arrange a replacement or a full refund at no cost to you.

Wrong or missing items

Contact hello.brightmas@outlook.com with your order number and we will put it right at no cost to you.

Optional 90 day warranty

If you purchased the 90 day warranty, manufacturing and technical faults are covered for 90 days from delivery, including after setup. Send us a short video showing the fault and, once confirmed, we produce your replacement. No return is required. The warranty does not cover accidental damage, drops, liquid damage, deliberate damage, or faults caused by misuse or by opening the product.

This policy is in addition to any rights you have under the consumer law of your country, not instead of them.