At Brightmotto, every product is made to order specifically for you. Because our items are custom-produced, we generally can’t accept returns or exchanges for reasons unrelated to product quality. However, if your order arrives defective, damaged, incorrectly printed, or different from what you ordered, we’ll make it right.
1. Issues Eligible for a Replacement or Refund
You may qualify for a free replacement or refund if the product arrives damaged or defective; the printing or embroidery is incorrect, incomplete or of poor quality; you receive the wrong product, size, colour, design, name or number due to our error; the item is materially different from its description or images; part of your order is missing; or your package is confirmed lost in transit. Please contact us within 30 days of the delivery date (or within 30 days of the estimated delivery date if the package appears lost).
2. How to Report an Issue
Contact us with your full name, order number, a description of the issue, clear photos of the whole product, close-ups of the defect or error, and a photo of the shipping label and packaging if you received the wrong or damaged item. Please keep the product and packaging until your claim is reviewed. We usually respond within 1–2 business days and may ask for additional details when needed.
3. Replacement or Refund Options
Once your claim is approved, we may offer a free replacement of the affected product, a refund for the affected product, a full refund if the whole order is affected, or a partial refund when only part of it is affected. Approved replacements are produced and shipped at no extra cost. Unless we specifically request a return, you don’t need to send back a defective or incorrect item. Refunds are issued to your original payment method.
4. Refund Processing Time
Approved refunds are normally processed within 3–5 business days. After that, your bank or payment provider may take an additional 5–10 business days to post the funds. Original shipping charges are also refunded when the entire order is defective, incorrect, damaged or confirmed lost in transit.
5. Made-to-Order Products and Customer Errors
Because items are made specifically for each order, we can’t offer a refund, return or free replacement when the customer selected the wrong size or colour, entered incorrect customization details, changed their mind after production started, ordered the wrong product, or when the item matches the size chart and submitted artwork provided. Minor colour differences caused by different screens are also not eligible. Please review your size, colour, address, spelling, name and number carefully before ordering.
6. Order Changes and Cancellations
Production may begin shortly after an order is placed. If you need to change or cancel, contact us as soon as possible and we’ll do our best to help. Once production has started, an order may no longer be changed or cancelled because it is being made just for you.
7. Shipping Address Problems
Customers are responsible for providing a complete, accurate shipping address. We aren’t responsible for packages delayed, returned or misdelivered due to an incorrect or incomplete address, a missing unit number, a refused or uncollected package, or an address changed after ordering without notice. If a package is returned to us, please contact us; reshipping fees may apply when the return was caused by a customer error.
8. Packages Marked as Delivered
If tracking shows delivery but you can’t find your package, please check around your delivery area, ask household members or neighbours, contact the carrier for confirmation, and allow up to two extra business days. If it still can’t be located, contact us and we’ll help with the available carrier information, though we can’t guarantee a refund or replacement for packages the carrier confirms as delivered.
9. Lost or Delayed Packages
Shipping estimates are not guaranteed dates, and delays can happen due to weather, customs, carrier issues or holidays. A package may be considered lost when domestic tracking shows no movement for at least 15 business days, or international tracking for at least 30 business days. We’ll review tracking and may contact the carrier before approving a replacement or refund. We don’t refund orders simply because they arrived later than estimated if they were successfully delivered.
10. International Orders and Customs
International customers are responsible for any customs duties, import taxes or handling fees charged by their country. We can’t refund customs charges, orders refused for unpaid customs fees, customs delays, or packages abandoned because customs requirements weren’t met. If a returned international package reaches us, contact us to discuss options; additional shipping charges may apply.
11. Unauthorized Returns
Please don’t send anything back without contacting us first and receiving return authorization. Unauthorized returns may not be accepted or refunded, and the correct return address may differ from the one shown on our site or packaging. When a return is required, our team will provide the proper address and instructions. Returned items must be unworn, unwashed and in original condition unless they arrived defective or damaged.
12. Sale and Discounted Items
Sale and discounted products are covered if they arrive defective, damaged, incorrect or materially different from what was ordered. They can’t be returned simply because a customer changes their mind or selects the wrong option.
13. Payment Disputes
Please contact us before opening a dispute or chargeback — in most cases we can quickly resolve the problem with a replacement or refund. Opening a dispute doesn’t automatically qualify an order for a refund, and we may share order details, tracking and communications with the payment provider when responding. Nothing here limits any rights you may have under applicable consumer protection laws.
14. Contact Information
For return, replacement or refund help, please contact:
Brightmotto
Email:
Phone:
Address:
Support Hours: Monday–Saturday, 9:00 AM–5:00 PM EST