Returns, Refunds & Exchanges

We understand that sometimes things don’t go as planned, and we’re here to make returns, refunds and exchanges as smooth and straightforward as possible.

30-Day Returns

If you’re not completely satisfied with your purchase, you may request a return within 30 days of receiving your item(s).

This includes change-of-mind returns, items ordered by mistake, or products that are faulty, damaged, incorrect or not as described.

Change-of-Mind Returns

If you’ve changed your mind, ordered the wrong item, or no longer need your purchase, we’re happy to accept a return or exchange, provided the item is unused, in its original packaging, and in the same condition as when you received it.

For change-of-mind returns, customers are responsible for arranging and paying for the return postage.

We recommend using a tracked service and keeping proof of postage, as we cannot be responsible for items that are lost or damaged on their way back to us.

Once your return has been received and checked, we’ll process your refund to your original payment method.

Faulty, Damaged or Incorrect Items

In the rare event that you receive a faulty, damaged, incorrect or not-as-described item, please contact us with your order number and provide photos or videos clearly showing the issue.

Our team will review the details and arrange the best solution for you. This may include a replacement, exchange, refund, prepaid return label, or reimbursement of reasonable return postage.

For faulty, damaged or incorrect items, BrightVans will cover the cost of return postage where a return is required.

Refunds

Once your return has been received and processed, we’ll issue your refund to your original payment method.

Please allow some time for the refund to appear in your account, as processing times can vary depending on your payment provider.

For change-of-mind returns, original delivery charges may not always be refundable, except where required by law.

Exchanges

If you would like to exchange an item, please contact us and we’ll do our best to help.

For change-of-mind exchanges, customers are responsible for the cost of returning the original item to us. If the item is faulty, damaged, incorrect or not as described, we’ll cover the return postage where a return is required.

Conditions for Returns, Refunds and Exchanges

Returns, refunds and exchanges must meet the following conditions:

• Returns must be requested within 30 days of receiving the item(s).

• Change-of-mind returns must be unused, in the same condition as when received, and in their original packaging.

• For faulty, damaged or incorrect products, please provide clear photos or videos of the issue along with your order number.

• Items must be returned safely and securely packaged.

• We reserve the right to reduce or refuse a refund if an item is returned used, damaged, incomplete, or not in a resaleable condition, unless the item is faulty.

The Channel Islands

Customers returning items from Jersey, Guernsey or the Channel Islands are responsible for return postage and any customs information required for the return shipment, unless the item is faulty, damaged, incorrect or not as described.

How to Start a Return

To start a return, please follow the returns process through your order/account page or contact us with your order number.

Once your return request has been reviewed, we’ll confirm the next steps. If a prepaid return label is provided, please use it to return your item. If no prepaid return label is provided, please arrange your own return postage in line with this policy.