Return and refund policy

Last updated: 9 August 2026

Thank you for shopping at BrightSide Store. This Return and refund policy explains how returns work, what condition items must be in, and how refunds are issued.

Contact us first

Please do not ship a return until we approve it.

We use a guided return process so we can route each parcel to the right receiving location. That helps keep return shipping more practical and cost-efficient for both of us. Because the destination can change depending on the order and inventory network, we do not publish a single public returns warehouse address.

How to start a return

1. Email hello@brightsidestore.ca with your order number. If the item is defective, damaged, or wrong, please include clear photos. You may also use the Contact form on the store.
2. We will confirm whether the return is eligible and, when approved, send return instructions (RMA).
3. Your RMA will include the shipping destination for that return. Please use only the address we provide for your approved return.

Items sent without an approved RMA, or to an address we did not give you for that return, may be refused, delayed, or returned to sender.

Change of mind (buyer’s remorse)

Eligible unused retail items may be returned within 15 days of delivery for a refund to the original payment method, when the conditions below are met and the product is not listed under Non-returnable items.

Condition requirements

To protect you in transit and to keep returns fair for everyone, change-of-mind returns must meet all of the following:

• Unused and unworn (where applicable), in original resaleable condition—not tried beyond a reasonable inspection, washed, altered, or used
• Complete: original retail packaging, tags, manuals, accessories, and all included parts
• Packaging integrity: clean, tidy, and unbroken outer packaging; please reuse or retain the original shipping carton (or equivalent protective packaging) so the item is not damaged on the way back
• Identity match: serial numbers, model identifiers, and other product markings must match the item we shipped on your order. We inspect returns carefully so substituted, mismatched, or counterfeit items are not accepted
• Proof of purchase: order number or receipt

If a return arrives incomplete, damaged from poor packing, used beyond inspection, or not matching the original product identifiers, we may decline the refund or offer a partial refund only where appropriate and allowed by law.

Return shipping and fees (change of mind)

We understand that plans can change. For change-of-mind returns:

• Return shipping is paid by the customer unless we state otherwise.
• We reserve the right to deduct a small administrative fee from the refund when a change-of-mind return creates extra handling cost beyond ordinary outbound shipping. In most cases we do not apply this fee, and we will tell you before you ship if a fee will apply to your return.
• Any carrier, customs, or other return-transit costs outside our control remain the customer’s responsibility.

Defective, damaged-in-transit, or wrong-item returns follow the section below and are not subject to a change-of-mind admin fee.

Defective, damaged, or not as described

If an item arrives damaged, defective, or materially different from the listing, email us within 15 days of delivery with your order number and clear photos. We will arrange a replacement, repair, or refund as appropriate, consistent with applicable consumer laws, and cover reasonable return shipping when we ask you to send the item back.

Refund timing

After we receive and inspect an approved return, we process refunds within 5–10 business days. Your bank or card issuer may take additional time to post the credit. Original outbound shipping charges are refunded only when the return is due to our error or a defective/damaged item.

Non-returnable items

Unless required by law, the following are not eligible for return or refund once delivered or fulfilled:

• Custom, personalized, or made-to-order products once production has started (including items using the custom product template or buyer-supplied specifications)
• Final sale, clearance, or explicitly marked non-returnable items
• Auction / bid-won items, unless defective or not as described
• Digital products, software licenses, downloadable content, and professional services once access, delivery, or work has begun
• Items returned incomplete, used beyond inspection, washed, altered, or missing parts
• Hygiene-sensitive goods that have been opened, where applicable

Digital products and services

Software, digital goods, and professional services sold through BrightSide Store (including link-only service listings) are generally non-refundable once delivery, access credentials, download, or billed work has started—except where required by law or where we cancel or fail to deliver.

Cancellations before shipment

If an order has not yet shipped, email us as soon as possible. We will cancel and refund when we can still stop fulfilment. Custom / made-to-order orders can be cancelled for a refund only before production has started. Once shipped, the return rules above apply.

Chargebacks

Please contact us before opening a payment dispute so we can resolve the issue. Unresolved chargebacks may affect future purchase eligibility.

Changes

We may update this policy from time to time. The version linked at checkout and on this page applies to your order.