Refund & Returns Policy
Last updated: January 2026
At Brightkind, each product is made to order, especially for you through our trusted print supplier. This allows us to reduce waste and deliver high-quality artwork created just for your home.
Because every item is individually produced once ordered, our returns policy is different from traditional retail. Please read the information below carefully before placing your order.
Made-to-Order Items
All Brightkind products (prints, frames and wall art) are made to order once your purchase is complete. For this reason, we do not accept returns or exchanges for change of mind, including but not limited to:
• Ordering the wrong size
• Ordering the wrong frame option
• Deciding the artwork does not suit your space
• Delays caused by production or international shipping timeframes
Once an order has entered production, it cannot be cancelled or refunded.
We encourage you to carefully review product descriptions, sizing guides and frame options before purchasing. If you’re unsure, please contact us prior to placing your order.
Order Cancellations
If you contact us immediately after placing your order and production has not yet begun, we will do our best to cancel the order and issue a full refund.
Once production has started, cancellations are no longer possible.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or incorrect, we will happily arrange a replacement or refund. Please contact us within 7 days of delivery at: [email protected]
Please include:
• Your order number
• A brief description of the issue
• Clear photos of the item and packaging
All claims are assessed in line with our supplier’s quality and production policies.
International Orders & Claims Timeframes
For international deliveries:
• Issues must be reported within 7 days of confirmed delivery
• Claims submitted after this timeframe may not be eligible for replacement or refund
We recommend inspecting your order as soon as it arrives.
Shipping & Returns
Unless an item is confirmed faulty or incorrect:
• Return shipping costs are the responsibility of the customer
• We strongly recommend using a tracked and insured service for any approved return
If an item is confirmed faulty or incorrect, return postage may be reimbursed once approved and receipts are provided.
Refunds
Approved refunds will be issued to the original payment method.
Please allow 5–10 business days for the refund to appear, depending on your bank or card provider.
Shipping costs, customs fees and duties are non-refundable unless the item is faulty or incorrect.
Lost or Undelivered Orders
If your tracking indicates an order has been lost or not delivered within the expected timeframe, please contact us within 30 days of dispatch so we can investigate and arrange a replacement where appropriate.
Sale Items
Items purchased during sales or promotional periods are final sale and cannot be returned or refunded unless they are damaged, defective or incorrect.
Australian Consumer Law
Nothing in this policy limits your rights under Australian Consumer Law. You are entitled to a replacement or refund for a major failure or if goods are not of acceptable quality.
Questions?
If you have any questions about this policy or your order, please contact us at: [email protected]