Returns and Exchanges

Our Philosophy: Intentional, Made-to-Order

Every Brightluv piece is created specifically for you after your order is placed. This made-to-order model reduces waste and avoids excess production, but it also means each item is uniquely yours.

For this reason, our returns policy is intentionally structured to reflect this approach while ensuring fairness and clarity.

Agreement to Policy

By placing an order with Brightluv, you acknowledge and agree to:

The made-to-order nature of all products
The limited return eligibility criteria
The 14-day return request window
The terms outlined in this policy

Return Window

We accept eligible return requests within 14 days of delivery.
Requests submitted after 14 days will not be eligible for review.

What Qualifies for a Return or Replacement

Because all items are made to order, we only accept returns or offer replacements under the following conditions:

Item arrived damaged or defective
Item received is incorrect (wrong product, size, or design differs from the one ordered)
Item has a manufacturing error

If your order meets any of the above criteria, we will:

Offer a free replacement, OR
Issue a refund, where appropriate

What Does NOT Qualify for Returns

To maintain sustainability and avoid unnecessary waste, we do not accept returns or exchanges for:

Incorrect size selected
Change of mind
Preference (color, fit, style, or feel)
Ordering the wrong item
Minor variations in print placement or color (within acceptable production tolerances)

Exchanges

We do not offer direct exchanges.

If your item qualifies (e.g., damaged or incorrect), we will issue a replacement order instead.

For sizing concerns, we strongly encourage customers to review our size charts before purchasing.

How to Request a Return or Replacement

To initiate a request, please contact us at help@brightluv.com within 14 days of delivery and include:

Your order number
A clear description of the issue
Photo evidence of the product

Requests without sufficient documentation may not be approved.

Return Shipping

For approved issues (damaged, defective, incorrect):

No return required in most cases
Replacement or refund issued at no cost
If a return is required (rare cases), we will contact you with instructions

For non-qualifying returns:

Return shipping costs are the responsibility of the customer

Approval is at the sole discretion of the Brightluv team.

Refunds

Refunds are issued only for approved claims
Refunds are processed to the original payment method
Please allow 5–10 business days for processing after approval

Shipping costs are non-refundable, except in cases where the item is defective or incorrect.

Failed Deliveries & Returned Packages

We do NOT offer returns or refunds for delivery issues resulting from an incorrect or incomplete address provided at checkout.
If your tracking shows that a package was not delivered or is missing, you must contact the shipping carrier first to initiate an investigation.
While we cannot offer refunds or returns for these cases, we may assist you in filing a claim with the carrier, where applicable.

Order Cancellations

Orders can only be canceled before fulfillment begins
Once production has started, cancellations are not possible.

Chargebacks & Disputes

By placing an order, you agree to contact Brightluv first to resolve any issue before initiating a chargeback.

We reserve the right to dispute chargebacks that violate this policy, including cases where:

The item was delivered as described
The claim falls outside eligible return conditions.

Limitation of Liability

Brightluv is not liable for:

Incorrect size selection by the customer
Minor production variations
Delays caused by shipping carriers

Our responsibility is limited to replacing or refunding eligible defective or incorrect items.

Need Help?

We’re here to help. If something isn’t right with your order, reach out to us at help@brightluv.com we’ll make it right within the scope of this policy.

Thank you for supporting intentional, mindful production.