Returns & Refunds
Here you will find specific information about the right of withdrawal and complaints regarding our e-commerce.
Right of Withdrawal
As a consumer, you have the right to 14 days' right of withdrawal from the day you receive your order, according to the Distance and Off-Premises Contracts Act. However, we choose to offer you 30 days' right of withdrawal (30 days open purchase). This means that you have the right to withdraw your purchase by notifying BrightUp within 30 days from the receipt of the ordered product (the withdrawal period).
If the product is in a deteriorated condition upon return, we will make a deduction on the refund corresponding to the reduced value of the product, if and to the extent such depreciation is due to you having handled the item to a greater extent than what is necessary to determine its properties or function.
When exercising the right of withdrawal, you pay the return shipping cost. Since you are responsible for the product until we have received it, it is important that the product is well packaged.
The right of withdrawal does not apply to products that have been specifically manufactured for you as a customer. This includes products designed according to your wishes or that have been personalized. An example is a piece of jewelry where you have had a name engraved.
Refund
For most items, in the unlikely event that your product is defective, you can send it back to us for a refund or exchange within 30 days of receipt. Refund of return shipping is not available for this. When we have received and approved your return, your money will be refunded to the same account you paid with, which will happen no later than 14 days from the notification of exercising the right of withdrawal (provided that we have received your returned product in due time). If you have paid with Klarna, they will also send an updated invoice to your email.
Returns (if applicable)
To be eligible for a return, your item must be unused and in the same condition as you received it. It must also be in the original packaging.
When your return has been received and inspected, we will send you an email to inform you that we have received your returned order. We will also inform you of the approval or rejection of your refund. Upon approval of the refund, you will be credited and receive a refund to the payment method you chose at the time of ordering.
Returns after 30 days from the delivery date are not accepted.
Lifetime Warranty (if applicable)
For certain products, you may receive a lifetime warranty. The warranty applies to compensation for a maximum of 3 products. BrightUp may choose whether to refund you the full amount or send you a new item.
How to make a return
- Contact customer service: Send an email to info@trybrightup.com with your name, email, and order number.
- Customer service will send you a withdrawal form via email.
- Upon approval of the completed withdrawal form, customer service will instruct you where to send your order for return.
- Each customer is responsible for paying the return shipping cost for the order. Shipping costs are not refunded.
- Send back the package. We recommend that you use PostNord at your nearest post office/collection point.
You should consider using a trackable shipping method or purchasing shipping insurance. We do not guarantee that we will receive your returned order.
Packages should be returned to the address below:
BrightUp
Varvsgatan 25
117 29
Stockholm
Sweden
Uncollected package
Your ordered package remains at the agent for 7 days, after which it is sent back to us as an agent return. If your package is delivered to an agent, you will receive a notification about where it can be picked up.
Agent returns are charged with a handling fee of 89 SEK. This fee includes costs for shipping, return shipping, administration, and handling.
We therefore charge 89 SEK for uncollected goods. If you have changed your mind after the package has been shipped from us, you must pick up the package at your delivery point and send it back to us; otherwise, it will be registered as uncollected and automatically charged 89 SEK.
- When your delivery is returned to us as an agent return, it will be cancelled.
- We cancel your payment and refund you minus the fee for uncollected packages of 89 SEK. If you have an invoice that is not yet paid, the amount will be adjusted, and if you have already paid, you will be refunded. In cases where we cannot deduct the amount from the payment made, we will instead send an invoice.
- If you still want what you ordered, you place a new order as usual.
BrightUp does not take responsibility for whether PostNord has notified the delivery or not. BrightUp also does not take responsibility for other events that have prevented you from picking up the package, such as work or illness.
Note that it is often possible to extend the storage time at the agent directly in PostNord's app, which is free to download to your mobile.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send an email via our contact form or via info@trybrightup.com
Partial refund
All orders that are not in their original condition, are damaged or incomplete, which is not due to fault from BrightUp, may be denied a refund or receive a partial refund. We will inform you via email after inspection of the received item.
Delayed or missing refunds (if applicable)
- If you have not received any refund yet, first check your bank account again.
- Then contact your credit card company, as it may take some time before your refund is officially posted.
- Contact your bank. There is often a processing time before a refund is posted.
If you have done all this and still have not received your refund yet, please contact us using our contact form and we will help you!
Complaint
If a product is broken or otherwise defective, you have the right to make a complaint. Start by taking pictures of the damaged item. We need the pictures and your order number to be able to help you make a complaint.
Only after we have inspected your product through pictures should you send your product to us. We will then perform a thorough inspection of the product to assess the cause of the damage and whether it is covered by the warranty. If so, we will offer a repair, a new item, or compensation.
Claims on the item only apply if there is a manufacturing defect. This does not cover lost items, normal wear and tear, or careless handling.
We always carefully inspect the products you have ordered before packing and shipping them to you. This is to minimize the risk that you receive factory-damaged goods. Despite this, transport damage may sometimes occur during shipping. If the product is broken or defective upon arrival, you may claim the product. Inspect the received product carefully upon receipt.
As a consumer, you must claim within a reasonable time from when the defect was discovered. Within two months is always considered within a reasonable time. You have a 3-year right to make a claim.
If the claim is approved, we cover the return shipping cost.
Contact our customer service info@trybrightup.com for further assistance with the matter. At BrightUp, we decide whether the defect should be remedied or if you should receive a new product. If you are dissatisfied with a claim case, you can always contact the National Board for Consumer Disputes at www.arn.se. If we end up in a dispute, our policy is to follow the recommendations of the National Board for Consumer Disputes.