Brightly Home Return and Exchange Policy:

At Brightly Home, we pride ourselves on offering high-quality products crafted with the utmost care and design. Your satisfaction is our priority, and we aim to provide a worry-free shopping experience. However, if for any reason you are not satisfied with your purchase, our flexible return policy ensures a hassle-free process.

General Return Policy

Furniture (Online Purchases): You may return furniture within 14 days of its delivery to your home, provided you notify us within this period.

Other Products (Online): All other products can be returned within 30 days of delivery for change of mind or if the items are damaged, incomplete, or not as described.

Gift Cards Purchased Online: Gift cards within 14 days of delivery, provided no credit has been loaded onto the card before notifying us. Please note, gift cards purchased are non-refundable.

You may return any product within 14 days of delivery, whether due to a change of mind or if the item arrives damaged, incomplete, or not as described, provided you notify us within this period.

Once the returned item has been received and inspected, a refund will be issued to your original payment method, excluding the original shipping cost and any applicable handling fees (please contact our customer service team for details regarding handling charges).

Please allow 7–10 business days for the refund to be processed. Depending on your payment provider, it may take one 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 for Faulty Items

You have the right to a refund, repair, or replacement within 30 days return window under the Consumer Rights Act 2015.

Faulty items must be returned within 30 days of delivery to be eligible for a full refund.

After 30 days, you may still be entitled to a repair or replacement. If the fault cannot be resolved, a refund or price reduction may be offered.

For items purchased from a gift registry, a refund or exchange will be provided within 30 days of the purchase date or the event date, whichever is later.

Duties & Taxes for International Orders Refund, Exchange, Faulty, Damaged Item

Please note that the shipping costs for international exchanges or returns are not covered by Brightly Home. Additionally, any extra import or export duties, taxes, or VAT arising from international exchanges or returns are not the responsibility of Brightly Home. These charges are usually collected by the local customs authority and payable by the customer upon delivery.

We understand that these charges can sometimes be frustrating. If you have any questions or concerns about a recent delivery or customs charge, please contact our Customer Service team at customerservice@brightlyhome.uk — we’re here and happy to help.

Legal Obligation and Care of Items:

Non-Faulty Items: Returns must be initiated within 30 days of delivery. Returns requested after this period will not be accepted.

Faulty Items: Must be reported and returned within 30 days of delivery to be eligible for a full refund. After this period, you may still be entitled to a repair or replacement.

You are legally required to keep the item(s) in your possession and take reasonable care of them while they remain with you. Please ensure that the items are returned in their original packaging along with any accompanying components.

Refused Deliveries / Cancellation

Customers have the right to cancel an online order within 7 days of receiving the goods. However, due to our fast dispatch process, there may be instances where an order has already been processed or handed to the courier before a cancellation request is received.

If you wish to refuse a delivery, you must obtain written authorisation from Brightly Home before the courier attempts delivery.

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

If a delivery is refused or cancelled at the last minute without our prior approval, any loss, damage, or missing components that occur during the return journey will be the customer’s responsibility.

The item(s) returned to us in complete, undamaged condition can be refunded

Customers are required to take reasonable care of goods until they are returned to the retailer. Unauthorised refusal may affect the refund amount if the item arrives back incomplete, damaged, or used.

Missing or Damaged Parts

We kindly ask that you inspect all parts and components before beginning assembly. If anything appears damaged or missing, please pause the assembly and contact us — we’re here to help.

Brightly Home maintains an extensive catalogue of replacement parts for most of our collections. Should you notice any issue with the components you’ve received, please notify us within 7 days of delivery so we can resolve it promptly.

To assist our team in identifying the issue as quickly as possible, please include:

1. The product name and your order number.

2. A short description of the issue.

3. Supporting photos or a brief video, where possible.

Our aim is to ensure your item arrives in perfect condition and that any issues are resolved with care and efficiency.

Refund Process & Timelines

Once your returned item has been received and inspected by our team, we will notify you of the approval or rejection of your refund.

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

For items purchased from a gift registry, a refund or exchange will be provided within 30 days of the purchase date or the event date, whichever is later.

If your return is rejected due to use, damage, or missing packaging, we will contact you to discuss next steps.

How to Return an Item:

The returns address please contact us for the address. Please make sure to include the following with your return:

Order ID/Number

Date of Order

Reason for return

For assistance with your return, contact our Customer Service team at 020 3006 8058, available Monday to Friday from 9:00 am to 5:00 pm.

Ensure the item is in its original packaging, including all components and accessories.

Please note: Return shipping fees are not covered by us and will be the responsibility of the customer.

Be sure to include the Returns Authorization with your return, which should list your order number, items, and quantities being returned.

All items must be returned in their original packaging to ensure proper handling and eligibility for a refund or exchange.