Refund policy

Go.Bright.Blue Returns & Refunds Policy

Effective: 01 May 2025

1  Scope

This Policy applies to physical goods purchased through the Go.Bright.Blue and fulfilled by our logistics partner(s) for delivery within the United Kingdom and European Union.
Digital-only products (coupons, download codes, subscriptions) are covered by our Subscription Terms (§ 8) and become non-returnable once accessed or activated.

2  Your statutory rights

Nothing in this Policy limits or excludes the rights you have under (a) the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR 2013”) if you reside in the UK, or (b) Directive 2019/771/EU (Sale of Goods) and Directive 2011/83/EU (Consumer Rights) if you reside in the EU. If a product is faulty, not as described or unfit for purpose, you are entitled to a free remedy—see § 5 below.

3  Return window & eligibility

  • Change-of-mind / no fault – You may cancel your purchase and request a refund within 14 calendar days of the delivery date.

  • Faulty Goods – You have a statutory 30 calendar days from delivery to exercise the “short-term right to reject” for a full refund (Consumer Rights Act 2015, s.22). After that, you can still demand repair or replacement and, if that fails, a refund or price reduction.

  • In most cases we do not require you to ship items back to us. Once we approve your request we will confirm that you may dispose of or recycle the product locally. We may, however, ask for clear photographs so that we can verify the issue and improve quality control.

  • Exception for high-value items or safety recalls: We reserve the right to recall a product only where (a) the single-item price exceeds £50 / €60, or (b) an official product-safety notice or recall is in effect. In those limited cases we will provide a prepaid return label and you must send the goods back within 14 calendar days of receiving that label, as permitted by regulation 34 of the Consumer Contracts Regulations 2013.

  • Because returns are normally unnecessary, we will never deduct any amount for diminished value caused by handling.

  • Delivery dates provided are estimates only. While we aim to deliver promptly, we do not guarantee arrival by a specific date. Delays in delivery are not automatic grounds for refund unless the delay exceeds 30 calendar days from the expected delivery date, and you have not consented to the delay. This does not affect your statutory rights under UK or EU consumer law.

4  How to obtain a refund

  1. Contact us at go@bright.blue. Tell us the phone number or e-mail address used for the order—this is the key we use to locate and authorise refunds.

  2. We will verify your purchase in Go.Bright.Blue system; for damaged goods we may request a photograph.

  3. In most cases we will ask you to dispose of or recycle the product locally. We reserve the right to request a physical return when necessary (e.g. high-value items, repeated issues).

  4. Once approved, we initiate the refund to your original payment method and e-mail a confirmation.

  5. Low-value items – If the unit price is under £10 / €12, we will process the refund immediately once the order record is confirmed; no photographs are required.

5  Faulty or non-conforming goods – hierarchy of remedies

Under UK and EU law, you are entitled, free of charge, and within a reasonable time, to:

  1. Repair or replacement of the goods (your choice, unless disproportionate), then

  2. Price reduction with a full refund if repair/replacement is impossible, disproportionate or not supplied in a reasonable time, unless the defect is minor.

We follow this statutory order of remedies. Nothing in § 3 affects these rights.

6  Processing times

  • Authorisation – we will approve (or request any additional proof for) your refund without undue delay and, in any event, within 14 calendar days of either  

 (i) receiving the returned goods,  

(ii) receiving evidence that you have sent the goods back, or  

(iii) agreeing that no return is required (e.g. low-value items).

  • Payment – once approved, we instruct your bank/card issuer immediately; most credits appear on the statement within 3–5 business days.

  • We never charge restocking or return-shipping fees.

7  Preventing fraud & excessive returns

To keep prices fair we monitor the number and value of refunds linked to each phone number and e-mail address:

  • Unusually high activity triggers a manual review. We may slow the refund, request extra proof of purchase, or refuse repeat claims we reasonably believe to be fraudulent.

  • Multiple Go.Bright.Blue accounts that appear to belong to the same individual are treated as one for monitoring purposes.

  • Confirmed abuse may lead to suspension of the related account(s).

8  Environmental disposal

We aim to minimise carbon emissions by avoiding unnecessary return shipping. Please recycle packaging and dispose of products responsibly at local facilities.

9  Contact & accessibility

‘Go.Bright.Blue’ and ‘Bright.Blue’ are trading names for Bright.Blue UK Limited
Bright.Blue UK Limited                                                                                Registered in England & Wales No. 14225204
Registered Office: 1 Pitfield, Kiln Farm, Milton Keynes, United Kingdom, MK11 3LW
Customer Service: go@bright.blue | Mon–Fri 09:00–17:00 UK time

Thank you for helping us deliver a fair, friction-free and sustainable returns experience.