Refund policy

1. General Information

Welcome to BRILLTY! We strive to provide you with the best shopping experience and guarantee a high level of service. If you are not fully satisfied with your purchase, you have 30 days from the date of receipt to return the item, without needing to provide a reason, as long as the item remains in its original condition, packaging, and is undamaged.

We carefully inspect each item before shipping to ensure its quality and safety. Our team carefully packs the items to avoid damage during delivery, ensuring you receive exactly what you expect.

For more details on the return process, please refer to the terms listed below.

2. Right to Return

• Return Period: Items must be returned within 30 days of receipt.
• Item Condition: The item must be returned in the same condition in which you received it, undamaged, unused, with all original tags, and in its original packaging.
• Packaging: The item must be returned in its original packaging. If the packaging is damaged, 10% of the item’s value will be deducted for packaging restoration or replacement.
• Documentation: A receipt or proof of purchase is required to process the return.
• Shipping Costs: The customer is responsible for return shipping costs unless the return is due to a defect or error on the part of BRILLTY. When returning or exchanging items, customers must use a shipping method that provides tracking information.
• Customs Duties and Taxes: The customer is responsible for any taxes or customs duties that may arise when returning the item.

3. Damaged or Missing Items

We carefully inspect each item and pack it with special care before shipping to ensure its safety during delivery. However, in rare cases, items may be damaged during transportation. To initiate an investigation with the courier service, the customer must report any damage within 7 days of receiving the item.

The following information must be provided:

• Photos of the packaging.
• Photos of the item’s damage.
• Photos of the label on the packaging.

All photos must be taken in good lighting and be of high quality.

• Damage after 7 Days: If the customer does not report the damage within 7 days, the customer assumes responsibility for the damage. In this case, the return will be processed according to section 2 of the policy.
• Missing Order: If your order has not arrived within 60 business days, you may contact us for a full refund.
• Return Processing: In the case of confirmed damage or a missing item, BRILLTY offers a free replacement or a full refund.

4. Non-Returnable Items

The following items are not eligible for return:

• Gift cards and certificates: Gift cards and certificates cannot be returned or exchanged.
• Warranty purchases: Separately purchased warranties are non-returnable.
• Shipping costs:
  • Shipping costs paid separately are non-refundable.
  • Shipping that was included in the price of the item is refundable.
• Damaged or lost items: Items that were damaged or lost after being received by the customer cannot be returned.
• Custom orders: Items that were made or customized according to the customer’s specifications.
• Business orders: Return and warranty conditions for business orders are discussed and established individually between BRILLTY and the business client on a case-by-case basis.

5. Return Process

• Determining return eligibility: The customer must verify that their item is eligible for return according to our policies.
• Contact us: To initiate a return, the customer must contact us via email or fill out the contact form on our website.
• Return request processing: Return requests are processed within three business days.
• Return evaluation: After receiving the request, we will determine the type of return based on our policies and provide the customer with all necessary information and instructions. Items sent without prior authorization will not be accepted.
• Return processing: We will process your return within 3-5 business days after receiving the item at our warehouse.

Note: Upon receipt at our warehouse, the item will be inspected to ensure it complies with our policy. If the item shows signs of use or has been damaged, we reserve the right to refuse a full refund or reduce the refund amount.

6. Refund Policy

We process refund requests within 7 business days after receiving the item at our warehouse and completing the inspection. If the return request is approved, the refund will be issued using the same payment method that was used for the original transaction.

After the customer exercises their right to withdraw from the purchase, the refund will be processed within 14 days. If the funds have not been credited to your account within this period, please contact your bank or financial institution for further information.

Note: BRILLTY is not responsible for items delivered to an incorrect address due to customer error.

7. Exchange Policy

The exchange process follows the same rules as the return process outlined in the “Right to Return” section. If you wish to exchange an item, please contact us via email or fill out the contact form on our website, and we will provide you with further instructions.

Note: The return shipping cost for exchanges is subject to the same conditions as for returns.

8. Order Cancellation Policy

You can cancel your order if you contact us before the item has been shipped. If you have received a tracking number, it means the order has already been dispatched and cannot be canceled. In this case, you may use our return policy.

If the order is canceled before shipping, we will fully refund your payment using the same method you used to complete the purchase. The refund will be processed within 7 business days after the cancellation is confirmed.

9. Product Color Disclaimer

Note: Product images may slightly differ from the actual color due to lighting conditions, color temperature, and display settings. We make every effort to show the products in their true color and provide images of our items under different lighting conditions to ensure maximum accuracy in visualization. Please use the actual item as the standard. Thank you for your understanding.

10. Customer Support Contact

If you have any questions or need assistance, please fill out the contact form on our website or contact our customer support at contact@brillty.com.

Effective Date: 15 September 2024