Refund policy
We understand that sometimes things do not go as planned, and we are here to make returns, refunds and exchanges as smooth and straightforward as possible.
This policy explains both your statutory rights and BrightVans’ additional 30 day returns policy. Our additional returns policy does not affect your statutory rights.
30 Day Returns
In addition to your statutory rights, BrightVans offers a 30 day returns period.
If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your item or items.
Different conditions apply depending on whether you are exercising a statutory right to cancel an online order, using our additional 30 day returns policy, or returning an item because it is faulty, damaged, incorrect or not as described. These are explained below.
Your Statutory Right to Cancel an Online Order
For most consumer purchases made online, you have the right to change your mind and cancel without giving a reason.
Unless an exception applies, you may notify us that you wish to cancel at any time from placing your order until 14 days after the day you receive the goods.
If one order contains multiple goods delivered on different days, the cancellation period will generally run from the day after you receive the final item.
After notifying us that you wish to cancel, you must return the goods without undue delay and normally within 14 days.
You can notify us of your decision to cancel through your order or account page, by emailing hello@brightvans.com, or by making any other clear statement that you wish to cancel. You do not have to use the model cancellation form at the bottom of this policy.
Handling Goods During the Statutory Cancellation Period
You may inspect and handle goods only as reasonably necessary to establish their nature, characteristics and functioning, broadly as you might reasonably inspect them in a shop.
You are not automatically required to return an item completely unused or in its original packaging in order to exercise a valid statutory cancellation right.
However, we may reduce your refund where permitted by law to reflect any reduction in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.
For example, installing, wiring, cutting, modifying, damaging or extensively using a product may result in a reduction to the refund where this has diminished its value.
Please return products safely and securely packaged. Where available, using the original packaging can help protect the product during return transit.
Our Additional 30 Day Change of Mind Returns Policy
BrightVans also offers an additional returns period beyond your statutory 14 day cancellation period, allowing eligible change of mind returns to be requested within 30 days of receiving the goods.
For returns made under this additional BrightVans policy after the statutory cancellation period has ended, the following conditions apply:
- The return must be requested within 30 days of receiving the item.
- The item must be unused.
- The item must be in the same condition as when received.
- The item should be returned in its original packaging.
- The item must be complete and in a resaleable condition.
- The item must not have been installed, wired, cut, modified or otherwise used.
We may decline a return made solely under our additional 30 day policy where these conditions are not met.
These additional conditions do not restrict any statutory rights you may have.
Change of Mind Return Postage
For change of mind returns, customers are normally responsible for arranging and paying the direct cost of returning the goods to us, unless we agree otherwise or applicable law requires otherwise.
We recommend using a tracked service and keeping proof of postage.
Please package returned products carefully and securely to reduce the risk of damage in transit.
Original Delivery Charges
Where you validly cancel a qualifying online order under your statutory cancellation rights, we will refund any outbound delivery charges that we are required by law to refund.
Where the whole order is cancelled, this will generally include the cost of our least expensive standard delivery option offered for that order.
If you selected a more expensive delivery service, such as express or premium delivery, we are not normally required to refund the additional amount above the cost of the basic standard delivery option.
Where only part of an order is cancelled, any refund of outbound delivery charges will be handled in accordance with applicable law and the circumstances of the order.
For returns made solely under our additional 30 day BrightVans returns policy after the statutory cancellation period has ended, original delivery charges are not normally refundable unless we agree otherwise.
Faulty, Damaged, Incorrect or Not as Described Items
Your rights in relation to faulty, damaged, incorrect or misdescribed goods are separate from our 30 day change of mind returns policy and are not limited to 30 days.
Goods supplied by BrightVans must meet the standards required by applicable consumer law. Depending on the circumstances, if goods are faulty, not of satisfactory quality, not fit for purpose or not as described, you may be entitled to a refund, repair, replacement, price reduction or another appropriate remedy.
Where you believe an item is faulty, damaged, incorrect or not as described, please contact us at hello@brightvans.com with your order number and details of the issue.
We may ask for photos, videos or other information where reasonably necessary to help us understand, diagnose or assess the issue. This is particularly useful for electrical products and installation related issues, but requesting this information does not remove or restrict your statutory rights.
Where a return is required because an item is faulty, damaged, incorrect or not as described, BrightVans will cover reasonable return costs where required by law. Depending on the circumstances, we may provide a prepaid return label, arrange another return method, or reimburse reasonable return postage.
Please do not dispose of a product you believe is faulty unless we have confirmed that you may do so, as we may reasonably need to inspect, test or recover the item.
Items Damaged in Transit
If your order arrives damaged, please contact us as soon as reasonably possible at hello@brightvans.com with your order number and details of the damage.
Where possible, please include photographs of:
- the damaged product
- the internal packaging
- the external packaging
- any visible damage to the parcel
This information helps us resolve the issue quickly and investigate damage with the delivery provider.
Providing photographs is helpful but does not remove or restrict any statutory rights you may have.
Incorrect Items
If we send you an incorrect product, please contact us at hello@brightvans.com with your order number and details of the item received.
Where a return is required because we supplied the wrong item, BrightVans will cover the reasonable return cost and arrange an appropriate solution.
Refunds
Approved refunds will be made to the original payment method unless otherwise agreed and permitted by law.
Where you exercise a statutory right to cancel an online order, we will make any refund due without undue delay and within the timescales required by law.
For returned goods, this will generally be no later than 14 days after the earlier of:
- the day we receive the returned goods, or
- the day you provide evidence that the goods have been sent back
where those rules apply.
We may withhold a statutory cancellation refund until we have received the goods back or you provide evidence that they have been returned, where permitted by law.
Once a refund has been processed by BrightVans, your bank, card provider or payment provider may take additional time to show the funds in your account.
Exchanges
If you would like to exchange an item, please contact us and we will do our best to help.
Exchanges are subject to stock availability.
For a change of mind exchange, customers are normally responsible for the cost of returning the original item unless we agree otherwise.
If the item is faulty, damaged, incorrect or not as described, we will cover reasonable return costs where required.
Offering or arranging an exchange does not affect your statutory rights.
Backorders
A backordered item is a product that is temporarily out of stock but available to order from incoming stock.
Where a product is available on backorder, we will make this clear on the relevant product page and provide an estimated dispatch or delivery timeframe.
Unless stated otherwise, payment is taken at checkout when a backorder is placed.
You may cancel a backorder at any time before dispatch by contacting us at hello@brightvans.com or through any available order or account cancellation process.
If you cancel a backorder before dispatch, we will refund the amounts due in accordance with applicable law and this policy.
If we become aware of a material delay to the estimated dispatch or delivery timeframe, we will aim to contact affected customers with an update. Where appropriate, you will be given the option to continue waiting or cancel the affected item for a refund.
If your order contains both in stock and backordered items, we may dispatch the available items separately and send the backordered item when it becomes available. Where BrightVans chooses to split the shipment in this way, we will not charge you additional delivery fees for the additional shipment.
Nothing in this backorder section affects any statutory cancellation or delivery rights you may have.
Exceptions to Change of Mind Cancellation Rights
Statutory change of mind cancellation rights do not apply in every circumstance.
For example, an exemption may apply to goods that are genuinely made to your specifications or clearly personalised.
Where BrightVans supplies a product that has been specially manufactured, modified or custom cut specifically to your individual requirements, we will make any relevant cancellation restrictions clear where applicable.
The fact that a customer selects from standard product options does not automatically mean an item is personalised or made to individual specification.
These exceptions do not remove your rights where goods are faulty, damaged, incorrect or not as described.
Conditions for Returning Goods
- When returning an item, please:
- follow the return instructions we provide
- package the item safely and securely
- include all components and accessories being returned
- avoid writing directly on or attaching labels directly to retail product packaging where reasonably possible
- retain proof of postage
For statutory change of mind cancellations, we may reduce a refund where permitted by law to reflect diminished value caused by handling beyond what is reasonably necessary.
For returns made solely under our additional 30 day BrightVans policy, we may decline the return if the conditions of that additional policy are not met.
These provisions do not restrict your rights in relation to faulty, damaged, incorrect or misdescribed goods.
How to Start a Return
To start a return, please use the returns process available through your order or account page, or contact us at:
Please include your order number and a brief explanation of the reason for the return.
Once you contact us, we will provide the appropriate return instructions and next steps.
Where a prepaid return label is provided, please use that label in accordance with the instructions supplied.
Where no prepaid return label is provided and you are responsible for the return cost under this policy, please arrange your own return postage.
A valid statutory cancellation is not dependent on BrightVans approving the cancellation in advance.
Return Address
Please follow the return instructions provided through your approved return process or by our customer service team.
Do not send returns to an address found independently online without first checking the return instructions for your order, as our returns processing address may differ from other BrightVans business addresses.
This does not prevent you from notifying us that you wish to exercise a statutory right to cancel.
Channel Islands
BrightVans’ additional 30 day returns policy also applies to eligible consumer orders delivered to Jersey, Guernsey and elsewhere in the Channel Islands, subject to the conditions in this policy.
Customers returning change of mind items from the Channel Islands are normally responsible for:
- return postage
- appropriate customs declarations
- any other documentation reasonably required for the return shipment
unless we agree otherwise or applicable law requires otherwise.
Where an item is faulty, damaged, incorrect or not as described, BrightVans will cover reasonable return costs where required under the applicable legal framework.
Jersey, Guernsey and other Channel Islands jurisdictions may have their own consumer protection laws and statutory rights. Nothing in this policy is intended to remove or restrict rights available under the law applicable to your purchase.
Business and Trade Customers
The statutory consumer cancellation rights described in this policy apply to consumers and may not apply where a purchase is made wholly or mainly for business purposes.
Business, wholesale and trade purchases may be subject to separate agreed terms.
Where no separate terms have been agreed, please contact us and we will review any return request based on the circumstances of the order and any applicable legal rights.
Your Statutory Rights
Nothing in this policy excludes, restricts or affects any statutory rights that cannot lawfully be excluded or restricted.