At BrightBridge, we want you to be completely satisfied with your purchase. Our policies are designed to be fair and are fully compliant with the Australian Consumer Law (ACL).
1. Australian Consumer Law Guarantees
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
2. Faulty or Incorrect Items
If you believe an item is faulty, damaged, or was sent incorrectly:
- Please contact us within 14 days of receiving your order with your order number and clear photos of the issue.
- Once the fault is verified, we will provide a repair, replacement, or full refund (including original shipping costs).
- BrightBridge will cover the return shipping costs for confirmed faulty or incorrect items.
3. Change of Mind
We understand that sometimes you might change your mind. We offer returns for “change of mind” under the following conditions:
- Timeframe: Items must be returned within 30 days of purchase.
- Condition: Items must be unused, unwashed, and in their original packaging with all tags attached.
- Exclusions: For hygiene and clearance reasons, we cannot accept change-of-mind returns.
- Costs: For change-of-mind returns, the customer is responsible for all return shipping charges. We recommend using a trackable service (like Australia Post), as we cannot be held responsible for lost return parcels.
4. How to Request a Return
1. Email our support team with your order details.
2. Once approved, you will receive instructions on where to send your item.
3. Upon receiving the return, our team will inspect the item to ensure it meets the eligibility criteria.
5. Refund Method
- Approved refunds will be processed to your original payment method (e.g., Credit Card, PayPal).
- Please allow 5-10 business days for the funds to appear in your account, depending on your financial institution.
6. Exchanges
To ensure you get the items you want as quickly as possible, we do not offer direct exchanges. If you need a different size or colour, please return your original item for a refund and place a new order.
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