Refund policy

At Brightwell, we want you to shop with absolute confidence. If a product doesn't meet your expectations, we provide a clear and straightforward return process to ensure your satisfaction.

1. 30-Day Return Window

You have 30 days from the date of delivery to initiate a return for any item purchased from our store.

2. Item Condition

To qualify for a full refund, items must be:

  • Unused and in their original, pristine condition.

  • Accompanied by all original tags, accessories, and documentation.

  • Returned in the original packaging whenever possible to ensure the product remains protected during transit.

3. Return Shipping & Costs

The responsibility for shipping fees depends on the reason for the return:

  • Personal Preference (Change of Mind, Wrong Size, etc.): If you choose to return an item for personal reasons, you are responsible for arranging and paying for the return shipping. We do not provide pre-paid labels for these cases; please use a trackable service at your local post office.

  • Defective or Incorrect Orders: If the item is faulty, damaged during transit, or not what you ordered, the cost to you is £0.00. We will provide a pre-paid return shipping label via email, covering the full cost of the return.

Restocking Fees: We do not charge any restocking fees for any returns.

4. How to Complete Your Return

  1. Request Authorization: Email us with your order number and the reason for the return. Our team will send you a return authorization and specific mailing instructions.

  2. Repack Securely: Carefully place the item back in its original packaging with all included accessories and tags.

  3. Dispatch: Ship the package back to us using the instructions provided in our authorization email.

5. Refund Timeline

  • Inspection: Once your return arrives, our team will inspect the item to verify it meets our return conditions. This inspection takes 1 business day. 

  • Approval & Processing: After approval, your refund will be triggered to your original payment method.

  • Timing: Please allow up to 7 business days for the funds to appear in your account, depending on your bank. We refund the full purchase price, including any initial charges paid at checkout.

6. Product Exchanges

We are happy to facilitate exchanges for different models or sizes.

  • No Exchange Fees: Brightwell does not charge fees for processing an exchange.

  • Shipping: While the customer covers the return shipping to our warehouse, we will pay for the shipping of the new replacement item back to you.

7. Order Cancellations

We provide a 24-hour grace period for cancellations immediately following your purchase. If you need to stop an order, please contact us within this 24-hour window. After this time, the order may have already entered the shipping process and cannot be cancelled.

Contact Information

Store Name: Brightwell

Email: contact@brightwellshop.com

Address: 11–13 Barr St, Birmingham B19 3EH, United Kingdom

Phone: +447537106532

Customer Service Hours: Monday–Friday, 9:00 AM – 5:00 PM (GMT)

Response Time: Within 1 business day