Refund & Returns Policy

Last updated: January 14, 2025

At Brightworks Ltd., we strive to ensure customer satisfaction. If you are not completely satisfied with your purchase, you may return it for a refund, exchange, or store credit, subject to the terms outlined below.

Table of Contents

  1. Returns
  2. Return Process
  3. Refunds
  4. Exchanges
  5. Damages and Issues
  6. European Union 3-Day Cooling-Off Period
  7. Questions

1. Returns

You have 30 days from the date you receive your item to request a return. The date of receipt is determined by the carrier’s delivery confirmation or the day you physically receive the parcel (whichever is earlier).

To be eligible for a return:

  • Items must be unworn or unused, with tags intact, and in their original packaging.
  • A receipt or proof of purchase is required.

Non-returnable Items

  • Perishable goods
  • Custom or personalised items
  • Personal care products (e.g., shampoos, sprays, grooming powders) if their original seal/packaging is broken or cut, unless they arrived damaged or defective
  • Hazardous materials, flammable liquids, or gases
  • Sale items explicitly marked as “FINAL SALE”

Note: No restocking fees apply to any returns at this time.

2. Return Process

  1. Contact Us: Email info@brightworksbg.com within 30 days of receiving your item to request a Return Merchandise Authorisation (RMA) number. For international returns, please also mention “Returned Goods” if shipping from outside Bulgaria to avoid extra customs duties.
  2. Prepare Your Return:
    • Repack the item securely in its original packaging.
    • Ensure it is unworn, unused, and undamaged (unless defective upon arrival).
    • Include any return form or RMA details provided.
  3. Shipping Instructions:
  • Contact us for shipping instructions for UK orders.
  • For international orders address your package to:
    Nickolas Conway, Brightworks-BG Ltd.,
    Vinarovo, 6238, Stara Zagora, 
    Bulgaria
  • Mark your customs form and parcel as “Returned Goods” to avoid additional duties.
  • You are responsible for return shipping costs unless the item is defective.
  • We recommend using a trackable shipping method to ensure successful delivery.
  1. Timeframe for Returning:

    Once your RMA is issued, please ship your return within 7 days to prevent delays. If you cannot ship within 7 days, inform our support team.

3. Refunds

  • Inspection & Approval: Once we receive and inspect your return, we will notify you via email about the approval or rejection of your refund.
  • Processing Time: Approved refunds will be processed within 10 business days to your original payment method.
  • Shipping & Handling: Original shipping and handling charges are generally non-refundable, unless the return is due to our error or a defective product.
  • Partial Refunds: If the returned item is not in its original condition (e.g., missing accessories or showing obvious signs of use), we may issue a partial refund.
  • When to Contact: If your refund has not appeared after 15 business days from the approval date, please contact us at info@brightworksbg.com.

4. Exchanges

If you wish to exchange an item:

  1. Return the original item following the steps outlined above.
  2. Place a new order for the replacement item for the fastest processing.
  3. Processing Timeframe: Once the original item is received and accepted, exchanges or new orders typically ship within 3-5 working days if we have stock.

Exchanges are subject to the same eligibility conditions as returns.

5. Damages and Issues

Please inspect your order immediately upon receipt. If the item is defective, damaged, or incorrect:

  1. Contact us at info@brightworksbg.com as soon as possible.
  2. Provide photos and details of the damage or error (including packaging if relevant).

We will arrange a replacement, exchange, or refund depending on the situation.

6. European Union 3-Day Cooling-Off Period

If your purchase is being shipped within the European Union, you have the right to cancel or return your order within 3 days without providing a reason (or 14 days, if mandated by your local law).

  • Items must still be in unused, original condition with tags and packaging.
  • Proof of purchase (receipt or invoice) is required.

If your local regulation provides a longer cooling-off period (e.g., 14 days), the longer period shall apply in accordance with local law.

7. Questions

If you have any questions or concerns about this policy, please contact us:

Brightworks Ltd.
Email: info@brightworksbg.com
Phone: +441384348574

We aim to respond to inquiries within 24-48 business hours.

Additional Notes:
• No restocking fee applies to any returns at this time.
• During peak seasons or holidays, we may experience slight delays in responding to RMA requests or processing returns.
• This policy is designed to comply with applicable EU/UK consumer protection laws, including statutory rights and cooling-off periods.

Thank you for shopping with Brightworks Ltd.!

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