Brightly Home Return and Exchange Policy:

At Brightly Home, each piece is carefully considered in both design and craftsmanship, created to bring lasting quality and thoughtful detail into your home. We stand behind the integrity of our products and the care that goes into every stage of their making. Should you need to return or exchange an item, our policy is designed to ensure a clear and considered process.

General Return Policy

Furniture and Large Items: You have the right to request a return within 14 days of delivery. Due to the nature of made-to-order and larger pieces, additional return conditions may apply.

Other Products: All other items may be returned within 14 days of delivery, whether due to a change of mind or if the item arrives damaged, incomplete, or not as described.

Gift Cards: Gift cards purchased online are non-refundable. Returns may only be considered within 14 days of delivery if no credit has been applied to the card.

To initiate a return, please notify us within 14 days of receiving your order. Items must be returned in their original condition and packaging.

Once your return has been received and inspected, a refund will be issued to your original payment method. Please note that original delivery charges and any applicable handling fees are non-refundable.

Where an item has been purchased with a promotional discount, offer, or incentive, any refund will be strictly based on the final transaction value paid at checkout. Under no circumstances will the original retail price or the value of any discount, promotion, or incentive be refunded, reinstated, or credited.

Please allow up to 14 business days for your refund to be processed. Depending on your payment provider, it may take an additional billing cycle for the refund to appear on your statement.

Returns & Refunds for Non-Faulty Items

Custom or Made-to-Order Items: Products that have been customised, made to order, or tailored to your specifications (e.g. fabric selections, finishes, dimensions) cannot be returned or refunded.

Assembled or Used Items: Any item that has been assembled, used, or altered in any way after delivery is not eligible for return.

Sale, Final Sale or Clearance Items: Products marked as “Final Sale” or “Sale” “Clearance” are sold as-is and are non-returnable.

Soft Furnishings & Textiles: For hygiene reasons, we are unable to accept returns on cushions, rugs, mattresses, bedding, or other soft goods unless unopened and in original packaging.

Items Without Original Packaging: Items must be returned in their original packaging with all accessories and parts included. Returns without original packaging may not be accepted.

If your item falls into one of the above categories but you believe it arrived damaged or incorrect, please contact us within 7 days of receipt and our team will be happy to assist.

Refunds are issued based on the amount paid at checkout. Any promotional discounts or offers applied will not be reimbursed.

Returns & Refunds for Faulty Items

At Brightly Home, each piece is thoughtfully designed and carefully crafted, with every item quality-checked prior to dispatch. In the unlikely event that your order arrives damaged, faulty, or not as described, we are committed to resolving the matter promptly and fairly.

Please notify us within 7 days of delivery, including clear photographs and a brief description of the issue, so our team can assess and assist you as efficiently as possible.

Where a fault is confirmed, we will offer an appropriate resolution in line with your statutory rights. This may include a repair, replacement, or refund, depending on the nature of the issue and product availability.

For larger furniture items, we will arrange a suitable collection or provide guidance to ensure the item is returned safely. Please do not dispose of any items unless confirmed by our team.

We kindly ask that items remain in their original condition and packaging where possible, to support a smooth resolution process.

This policy does not affect your statutory rights under UK consumer law.

Minor variations in colour, texture, or natural materials are inherent to the character of our products and do not constitute a fault.

Any order purchased using a discount code, promotional offer, or at a discounted price will be refunded based on the actual amount paid at checkout only. The original full price of the item will not be reimbursed. Shipping fees are non-refundable.

Duties & Taxes for International Returns, Exchanges & Faulty Items

Please note that for international returns or exchanges, shipping costs are not covered by Brightly Home.

Any import or export duties, taxes, or VAT arising from a return or exchange are the responsibility of the customer. These charges are determined by local customs authorities and may be payable upon re-entry or delivery.

We appreciate that international charges can occasionally be unexpected. Should you have any questions regarding a recent delivery or customs-related fees, our Customer Service team will be pleased to assist.

Any such charges are non-refundable and are not reimbursed by Brightly Home.

Any order purchased using a discount code, promotional offer, or at a discounted price will be refunded based on the actual amount paid at checkout only. The original full price of the item will not be reimbursed. Shipping fees are non-refundable.

Care of Items & Legal Considerations:

Non-Faulty Items: Return requests should be made within 14 days of delivery. Unfortunately, returns requested beyond this period cannot be accepted.

Faulty Items: Any concerns regarding faulty or damaged items should be reported within 14 days of delivery to be eligible for a full refund. After this period, we will continue to assist with an appropriate resolution, such as a repair or replacement, where applicable.

While items are in your possession, we kindly ask that they are kept in good condition and handled with reasonable care. To ensure a smooth return process, items should be sent back in their original packaging, together with all accompanying parts and components.

Any order purchased using a discount code, promotional offer, or at a discounted price will be refunded based on the actual amount paid at checkout only. The original full price of the item will not be reimbursed. Shipping fees are non-refundable.

Refused Deliveries & Order Cancellation

You have the right to cancel your online order within 14 days of receiving the goods. However, due to our efficient processing and dispatch timelines, there may be instances where an order has already been prepared or released to the courier before a cancellation request is received.

If you wish to refuse a delivery, we kindly ask that you obtain written authorisation from Brightly Home in advance of the scheduled delivery.

Where refusal is authorised, the return shipping cost (typically £80–£150, depending on item size and delivery method) will be deducted from your refund.

If a delivery is refused or cancelled without prior approval, any loss, damage, or missing components incurred during the return transit may affect the final refund amount.

Refunds can only be processed once the item has been returned and inspected, and confirmed to be in complete and undamaged condition.

We kindly ask that all items are handled with reasonable care while in your possession. Unauthorised refusal or return may result in deductions if the item is returned in a condition that is not suitable for resale.

Missing or Damaged Parts

We kindly recommend inspecting all parts and components upon delivery and prior to assembly. If any items appear damaged or missing, please pause assembly and contact our team — we’ll be pleased to assist.

Brightly Home maintains a comprehensive range of replacement parts across our collections. Should any issue arise, please notify us within 7 days of delivery so we can resolve it promptly and efficiently.

To help us assist you as quickly as possible, please include:

1. Product name and order number

2. A brief description of the issue

3. Supporting photos or a short video, where possible

Our priority is to ensure your item arrives in excellent condition and that any concerns are handled with care and attention.

Refund Process & Timelines

Once your returned item has been received and inspected, we will notify you of the outcome of your refund request.

If approved, refunds will be issued to the original payment method within 7–10 business days. Please note that processing times may vary depending on your payment provider, and it may take up to one full billing cycle for the refund to appear on your statement.

For items purchased through a gift registry, refunds or exchanges will be processed within 14 days of the purchase date or the event date, whichever is later.

If a return is not accepted due to signs of use, damage, or missing packaging, we will contact you to discuss the next steps.

How to Return an Item

To arrange a return, please contact our Customer Service team to obtain the returns address and authorisation.

Please include the following information with your return:

• Order number

• Date of order

• Reason for return

For assistance, please contact email us on Monday to Friday, 9:00am to 5:00pm.

Items should be returned in their original packaging, complete with all components and accessories, to ensure safe handling and eligibility for a refund or exchange.

Please note that return shipping costs are the responsibility of the customer.

Please ensure your return includes a Returns Authorisation, clearly stating your order number and the items being returned.