Return and Refund Policy
Our return window
You have 30 days from the date you receive your order to request a return.
What can be returned
To be eligible, an item must be:
- In the condition you received it, unused and undamaged
- In its original packaging, with all mounting hardware and fittings included
- Accompanied by proof of purchase, such as your order number
A fixture that has been wired in, drilled to a wall or otherwise installed cannot be returned as unwanted, because installation marks it. If an installed fixture is faulty, that is covered separately below.
How to start a return
- Contact us with your order number and tell us which item you wish to return and why.
- We will confirm your return is accepted and send you return instructions and an address.
- Send the item back to the address we give you. Items sent back without a return being requested first cannot be accepted.
Who pays return postage
If you are returning something because you changed your mind, you cover the cost of sending it back to us. We recommend a tracked service, since we can only refund items that reach us.
If an item is faulty, damaged in transit, or not what you ordered, we cover the return cost. You will never be out of pocket for our mistake.
Refunds
Once we receive and inspect your return we will let you know whether it has been approved. Approved refunds are issued to your original payment method within 5 business days. Your bank or card issuer may take a few days more to show the refund on your statement.
Damaged, faulty or wrong items
Inspect your order when it arrives. If an item is damaged in transit, faulty, or not what you ordered, contact us straight away with your order number and a photograph of the item and its packaging. We will replace it or refund you at no cost to you.
Fixtures with an integrated LED are covered against failure for 12 months from delivery.
Weather rating and returns
Every product page states the weather rating of the fixture. Damage caused by installing a fixture somewhere its rating does not cover, such as mounting a dry location fitting on an exposed wall, is not a manufacturing fault and is not covered. If you are unsure where a fixture belongs, ask us before you install it.
Items that cannot be returned
- Gift cards
- Items returned outside the 30 day window
- Fixtures that have been installed, unless they are faulty
Exchanges
The fastest way to exchange an item is to return the original for a refund and place a new order for the item you want.
Questions
Email supportbrightwell@gmail.com or call (714) 429-6358, Monday to Friday, 9am to 5pm PST. More on our Contact Us page.