Returns & Refunds Policy

We want you to feel confident shopping with BrightLivo. If something isn’t right with your order, please contact us and we’ll help you with the next steps.

Change-of-mind returns

You can request a return within 14 days of receiving your order. Email support@brightlivo.com with your order number and the item you would like to return.

For a change-of-mind return, the item must be unused and in its original condition, with any accessories, tags, and packaging supplied with it. You are responsible for the return shipping cost unless applicable law says otherwise. We recommend using tracked shipping and keeping your proof of postage.

Please wait for our instructions before sending your item. We’ll give you the correct return address by email. The address on your parcel may not accept returns. We do not provide prepaid labels for change-of-mind returns.

Damaged, defective, missing, or incorrect items

Please check your order when it arrives. If an item is damaged, defective, missing, or different from what you ordered, contact support@brightlivo.com as soon as possible. Include your order number, a description of the issue, and photos if available.

We may ask for more information or arrange a return so we can look into the issue. If we confirm a qualifying problem, we’ll provide an appropriate remedy, such as a replacement or refund, in accordance with applicable law. If we ask you to return a defective or incorrect item, we’ll cover reasonable return shipping costs.

Items excluded from change-of-mind returns

Change-of-mind returns are not available for personalized or custom-made items. Sealed items that are unsuitable for return for health or hygiene reasons may also be excluded once opened, where permitted by law.

These exclusions do not affect your rights if an item is defective or incorrectly described.

European Union 14-day cooling-off period

If BrightLivo sells to you as a consumer in the European Union, you may have a legal right to withdraw from an eligible online purchase within 14 days after you receive the goods, without giving a reason.

To exercise this right, email support@brightlivo.com before the 14-day period ends. Clearly tell us that you wish to cancel your purchase and include your order number. You must then send the goods back within 14 days of telling us you wish to withdraw. We’ll provide the correct return address.

You are responsible for the direct cost of returning the goods, unless we have agreed to pay it or applicable law requires us to do so. You may inspect the goods as you would in a shop, but you may be responsible for any reduction in value caused by handling them beyond what is necessary to inspect them.

For a valid withdrawal, we’ll refund the amount required by law, including the cost of our least expensive standard delivery option. Any extra amount you paid for a faster delivery option may not be refunded. We’ll issue the refund to your original payment method within the legal timeframe. Where permitted, we may wait until we receive the goods or you provide proof that you sent them back.

The cooling-off right has legal exceptions, including certain custom-made goods and sealed goods unsuitable for return for health or hygiene reasons once unsealed. These exceptions apply only where the law allows them. Your separate legal rights concerning faulty goods still apply.

Refunds

For returns outside a statutory withdrawal process, we’ll inspect the item when it arrives and email you with an update. Approved refunds will be issued to your original payment method. Your bank or payment provider may take additional time to show the refund in your account.

For change-of-mind returns, original delivery charges are refunded where required by applicable law. We’ll explain any permitted deduction before completing your refund.

Cancellations and orders that haven’t arrived

If you need to change or cancel an order, email us as soon as possible. We’ll try to help before it enters fulfillment, but cannot guarantee that we can stop an order once processing has begun. If it has shipped, the applicable return or withdrawal process above will apply.

If your order has not arrived by the estimated delivery date, contact us with your order number. We’ll investigate with the carrier and provide an appropriate solution if the parcel is confirmed lost.

Your legal rights

Nothing in this policy limits the consumer rights or remedies available to you under applicable law. If a mandatory rule gives you greater protection than this policy, that rule will apply.

Contact

Email support@brightlivo.com with your order number and a brief description of how we can help.