Refund and Return Policy
At Bright Ivy, we want you to be completely satisfied with your purchase. If you are not satisfied, our Refund and Return Policy outlines your options for returning items and receiving a refund. Please read this policy carefully to understand your rights and obligations.
1. Returns Eligibility
We accept returns of products purchased directly from Bright Ivy within 30 days of the delivery date. To be eligible for a return, the following conditions must be met:
- The item must be in its original condition, unused, and in its original packaging.
- The item must be free from any damage or signs of use.
- Proof of purchase (order confirmation or receipt) must be provided.
Note: Customised or personalised products are not eligible for return unless they are defective or damaged.
2. How to Initiate a Return
To initiate a return, please follow these steps:
- Contact Us: Email our customer service team at support@brightivy.com with your order number, the item you wish to return, and the reason for the return.
- Receive Return Authorisation: Our team will review your request and, if approved, provide you with a return authorisation and instructions on how to return the item.
- Ship the Item: Carefully package the item in its original packaging and ship it back to us using the return address provided. You are responsible for the shipping costs associated with returning the item unless the return is due to a defect or error on our part.
3. Refunds
Once we receive and inspect the returned item, we will process your refund. Refunds will be issued to the original payment method used for the purchase. Please allow up to 10 business days for the refund to be processed and reflected in your account.
Note: Original shipping costs are non-refundable, except in cases where the return is due to a defect or an error on our part.
4. Exchanges
If you would like to exchange an item for a different size, colour, or product, please contact us at support@brightivy.com within 30 days of the delivery date. We will guide you through the exchange process, subject to product availability. Please note that you will be responsible for any additional shipping costs associated with exchanges unless the exchange is due to a defect or error on our part.
5. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at support@brightivy.com Provide us with your order number and photos of the damaged or defective item. We will arrange for a replacement or a full refund, including any applicable shipping costs.
6. Non-Returnable Items
The following items are not eligible for return or refund:
- Customised or personalised products
- Gift cards
- Items marked as final sale
7. Contact Us
If you have any questions or concerns about our Refund and Return Policy, please contact us:
Email: support@brightivy.com
Thank you for shopping with Bright Ivy. We are committed to providing you with high-quality products and excellent customer service.