Overview

Our refund and returns policy allows you to return items within 30 days of receiving your order. If 30 days have passed since you received your purchase, unfortunately, we cannot offer you a full refund or exchange.

Eligibility for Return

To be eligible for a return, your item must be:

• Unused and in the same condition that you received it.
• In its original packaging.
• Accompanied by a receipt or proof of purchase.

Non-Returnable Items

Certain items cannot be returned, including:

• Gift cards
• Downloadable software products
• Custom-made or made-to-order items (e.g., products in a specific non-standard finish or colour requested by the customer).

If you are unsure whether your item is eligible for return, please contact us info@brilydan.co.uk.

Damages and Issues

Please inspect your order upon reception. Contact us immediately at info@brilydan.co.uk if the item is defective, damaged, or if you receive the wrong item. This allows us to evaluate the issue promptly and make it right. Please save all packaging materials and damaged goods until your claim is resolved, as these may be required for inspection.

How to Initiate a Return

1. Contact Us First: To start a return for any eligible reason within 30 days of receipt, please contact us first by email at info@brilydan.co.uk.
2. Provide Details: Please provide your order number (or proof of purchase) and the reason for your return.
3. Receive Instructions: We will provide you with instructions on how to proceed and the correct return address.
4. Do Not Return to Manufacturer: Please do not send your purchase back directly to the manufacturer unless specifically instructed by us.

Return Shipping Costs

• Faulty, Damaged, or Incorrect Items: If you are returning an item because it arrived defective, damaged, or was incorrect due to our error (and it falls within our return policy guidelines), returning the item is free. We will provide instructions for the return shipping process.
• Change of Mind / Other Reasons: If you are returning an item because you changed your mind, it wasn’t what you expected, or for reasons not due to our error, you will be responsible for paying your own return shipping costs.

Original shipping costs paid on your order are non-refundable.

We strongly recommend using a trackable shipping service or purchasing shipping insurance when returning items, especially higher-value goods. We cannot guarantee that we will receive your returned item and are not responsible for items lost or damaged in return transit. 

Refund Process

1. Inspection: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
2. Approval/Rejection: We will inspect the item based on the eligibility criteria (unused, same condition, original packaging) and notify you of the approval or rejection of your refund. Partial refunds may be granted if an item is returned with signs of use, damage not caused by us, or missing parts.
3. Processing: If your refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment (e.g., credit card) typically within 7-10 business days.

Late or Missing Refunds

If you haven’t received an approved refund within the expected timeframe:

1. First, check your bank account again.
2. Then contact your credit card company; it may take some time before your refund is officially posted.
3. Next, contact your bank. There is often some processing time before a refund is posted.
4. If you’ve done all of this and you still have not received your refund, please contact us at info@brilydan.co.uk.

Sale Items

Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded unless they are faulty.

Exchanges

We primarily replace items if they are defective or damaged upon arrival. If you receive a faulty item and need to exchange it for the same product, please contact us at info@brilydan.co.uk first to discuss the issue and arrange the exchange process.

Gifts

If you received an item as a gift and wish to return it, please be aware that refunds are generally issued to the original purchaser’s payment method. Contact us at info@brilydan.co.uk to discuss your specific situation and potential options, such as a gift credit where applicable.

Need Help?

For any questions related to refunds and returns, please don’t hesitate to contact us at info@brilydan.co.uk.