BrightOrah — Returns & Refunds Policy

Last updated: March 2026

We want you to feel confident shopping with BrightOrah. This policy explains how returns, refunds and cancellations work, including your rights under UK law.

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1. Your Cancellation Rights (UK Law)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving your item. You do not need to give a reason.

Once you notify us of cancellation, you have a further 14 days to return the goods. We will issue your refund within 14 days of receiving the returned item or proof of posting (whichever is earlier).

2. Our Extended Return Window

In addition to your statutory rights, BrightOrah offers a 30-day return window from the date you receive your order. Items must be:

• Unused, uninstalled, and in original condition

• In original packaging with all accessories, tags, and manuals

• Accompanied by your order number

3. How to Request a Return

All returns require approval before shipping. To start a return:

1. Email: support@brightorah.com

2. Include: your order number, reason for return, and photos if the item is damaged or defective

3. We will review your request and reply within 1–2 business days with a Return Authorisation and return instructions

Do not return items without approval. Unauthorised returns cannot be accepted or refunded.

4. Return Shipping Costs

Reason	Who Pays Return Shipping?
Item is faulty, damaged, or incorrect	BrightOrah pays — we will provide a return label or reimburse postage
Change of mind / no longer wanted	Customer pays return postage
Item not as described	BrightOrah pays

Original outbound shipping charges (if any) are non-refundable for change-of-mind returns.

We do not charge restocking fees.

5. Low-Value Items (Under £15)

For items with a purchase price under £15, we may offer a full refund without requiring the item to be returned. This is assessed on a case-by-case basis and is at our discretion. We will confirm this when you contact us.

6. Damaged or Faulty Items

Please inspect your order when it arrives. If your item is damaged, faulty, or not what you ordered:

1. Contact us within 7 days of delivery

2. Send photos of the item, the packaging, and the shipping label

3. We will arrange a replacement or full refund after reviewing your claim

Under the Consumer Rights Act 2015, if a fault appears within 30 days of delivery, you are entitled to a full refund. If a fault appears within 6 months, the item is presumed to have been faulty at delivery unless we can prove otherwise, and we will offer a repair, replacement, or refund.

7. Items That Cannot Be Returned

Unless faulty or damaged, the following items are non-returnable:

• Personalised or custom-made items

• Perishable goods (food, flowers, plants)

• Personal care and hygiene items once opened or unsealed

• Hazardous materials, flammable liquids, or gases

• Digital downloads and gift cards

• Items marked as “Final Sale” at the time of purchase

8. Exchanges

We do not offer direct exchanges. To get a different item or variant, please return the original for a refund and place a new order.

9. How Refunds Are Processed

Once your return is received and inspected (or a refund-without-return is approved):

• We will email you to confirm approval within 3 business days

• Refunds are issued to your original payment method within 10 business days

• Your bank or card issuer may take additional time to post the funds

If more than 15 business days have passed since your refund was approved and you haven’t received it, contact us at support@brightorah.com.

10. Partial Refunds

We may issue a partial refund if:

• Items are returned with signs of use, missing parts, or damaged packaging (where the item itself is not faulty)

• Items are returned outside the 30-day window but within 6 months (faulty goods only)

We will notify you of any partial refund and the reason before processing.

11. Undeliverable or Refused Parcels

If a parcel is returned to us because the address was incorrect, the delivery was refused, or the parcel was not collected:

• We can reship the order (additional shipping costs apply), or

• We will refund the item price minus original shipping costs

12. Cancellation Form

You may use the following to notify us of cancellation:

To: BrightOrah, support@brightorah.com

I hereby give notice that I cancel my order for the following goods:

Order number: _______________

Ordered on: _______________

Received on: _______________

Customer name: _______________

Customer address: _______________

Date: _______________

You may also cancel by emailing us directly — a formal form is not required.

13. Contact Us

BrightOrah

Email: support@brightorah.com

Website: brightorah.com

Business Address: 124 City Road, London, EC1V 2NX

Legal Entity: Nesta Fontenelle trading as BrightOrah