Refund policy
Refund and Return Policy
The Brightener Group LLC offers a 30-day return window on eligible non-custom items shipped within the United States. You have 30 days from the date you receive your item to request a return.
Eligibility
To be eligible for a return, your item must be:
- In the same condition you received it
- Unworn or unused, with tags attached
- Returned in its original packaging — the same package the item was shipped in
- Accompanied by the receipt or proof of purchase
To start a return, email info@thebrightenergroup.com. Items sent back without first requesting a return will not be accepted.
Return Method and Address
Returns are accepted by mail only. Once your return request is approved, we will email you a prepaid return shipping label and instructions. Returns must be shipped to:
The Brightener Group LLC — Returns 1710 N. Hercules Ave. Suite 104A Clearwater, FL 33765 United States
Return Shipping Costs
- Change-of-mind returns (item not defective): Items must be returned in the original shipping package. The Brightener Group will issue a prepaid return shipping label, and the actual cost of that label will be deducted from your refund. Because return shipping cost varies by package size, weight, and origin, the deducted amount will be itemized on your refund notification.
- Defective, damaged, or incorrect items: The Brightener Group covers 100% of return shipping. No label cost will be deducted from your refund.
Restocking Fee
No restocking fee is charged on any return.
Country of Return
Returns are accepted from customers in the United States. Customers in the European Union see the EU section below.
Damages and Issues
Please inspect your order upon arrival and contact us within 48 hours at support@thebrightenergroup.com if your item is defective, damaged, or incorrect. Be prepared to provide photos of the issue. We will evaluate and make it right at no cost to you.
Non-Returnable Items
The following items cannot be returned:
- Custom products — including personalized wall art, engraved tumblers, and any made-to-order item
- Perishable goods, personal care goods, hazardous materials, flammable liquids, and gases
- Sale items and gift cards
Custom products are covered under our Custom Product Guarantee below.
Custom Product Guarantee
We guarantee every custom product we produce. If you receive a defective custom product, we will:
- Replace the item at no cost, or
- Issue store credit, or
- Issue a refund at our discretion
For custom-product issues, email support@thebrightenergroup.com with photos showing the defect. If a return is warranted, we will send a prepaid return shipping label and instructions at no cost to you.
European Union — 14-Day Cooling-Off Period
If your order is shipped to a European Union address, you have the right to cancel or return your order within 14 days of receipt for any reason, without justification. The item must meet the eligibility conditions above and be returned in its original packaging. Return shipping for EU change-of-mind cancellations is the customer's responsibility; if we provide a prepaid label, the cost will be deducted from the refund. Defective, damaged, or incorrect items ship back at no cost to the customer.
Exchanges
We do not process direct exchanges. To exchange an item, return the original and place a new order once the return is accepted.
Refunds
Once we receive and inspect your return, we will notify you whether the refund is approved. Approved refunds — net of any return label cost for change-of-mind returns — are issued to the original payment method within 10 business days. Bank or card processing may add additional time. If 15 business days have passed since your approval notice and you have not received the refund, contact info@thebrightenergroup.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
