Refund policy
We want you to be happy with your Brightaven padlock. If something is wrong with your order, we will make it right.
30-day window
You have 30 days from the day your order is delivered to request a return or a refund.
If your order arrives damaged, faulty or incorrect
- Contact us within 30 days of delivery and send a photo or a short video showing the problem.
- We will send you a free replacement or refund you in full, whichever you prefer.
- You will not pay any return shipping. In most cases we will not even ask you to send the item back.
If you simply changed your mind
- Contact us within 30 days of delivery.
- The item must be unused, in its original packaging and in resellable condition.
- We will reply with return instructions. Return shipping is paid by you unless we tell you otherwise.
- Once the return is confirmed we refund the price of the item. Original shipping costs are not refunded.
Cancelling an order
- If your order has not shipped yet we can cancel it and refund you in full. Contact us as soon as possible, ideally within 12 hours of placing the order.
- Once the order has shipped it can no longer be cancelled, but you can still use the return process above.
How refunds are issued
- Refunds are always sent back to your original payment method.
- We process approved refunds within 2 business days. Your bank or card issuer may take a further 5 to 10 business days to show the money in your account.
What we cannot refund
- Items damaged by misuse, disassembly or normal wear and tear.
- Requests made more than 30 days after delivery.
How to reach us
Send us a message through our contact page and include your order number. We reply within 1 business day.