Refund policy

Last updated: November 1, 2025

At BrightArc, we value your trust and are committed to providing quality products and service. Please read this Refund Policy carefully before placing your order, as it explains how returns, refunds, replacements, and cancellations are handled for purchases made through our store.

1. General Policy

Due to the nature of many fitness, wellness, and personal-use products, we do not generally accept returns, exchanges, or cancellations once an order has been placed and paid for, unless otherwise stated in this policy or required by applicable law.

By placing an order with BrightArc, you acknowledge and agree that all purchases are subject to this Refund Policy.

2. No Returns or Exchanges for Change of Mind

We do not accept returns or exchanges for:

- change of mind,

- incorrect selection made by the customer,

- items no longer wanted,

- preference-based dissatisfaction,

- products that have been opened, used, assembled, worn, or are no longer in their original condition.

This policy helps us maintain hygiene, safety, and product integrity for all customers.

3. No Order Cancellations

Once an order has been submitted and payment has been received, it is processed for fulfilment and cannot be cancelled.

Customers are responsible for ensuring that all order details, including products selected, quantities, delivery address, and contact details, are correct before completing checkout.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is:

- damaged on arrival,

- defective,

- materially faulty, or

- not the item you ordered,

please contact us within 5 days of delivery using the contact details provided below.

To help us assess the issue, you must include:

- your order number,

- a clear description of the problem, and

- clear photos showing the item, the issue, and where relevant, the packaging.

Once we review the information, we may, at our discretion and subject to applicable law:

- approve a replacement,

- provide store credit,

- provide a refund, or

- request additional information before a resolution is made.

We reserve the right to deny a claim where:

- the claim is submitted outside the stated period,

- insufficient proof is provided,

- the product has been misused, altered, damaged after delivery, or used contrary to instructions, or

- the issue is due to normal wear and tear or customer handling.

5. Refunds

As a general rule, all sales are final and we do not offer refunds for change of mind or non-defective products.

However, where required by applicable law, or where we determine in our discretion that a refund is appropriate for a verified damaged, defective, incorrect, or unavailable item, any approved refund will be processed to the original payment method used for the purchase.

Please note:

- refund processing times may vary depending on your payment provider or bank,

- shipping fees are generally non-refundable unless required by law or unless the error was caused by us, and

- we may refuse a refund request that does not meet the conditions of this policy.

6. Replacement Items

Where a claim is approved, we may choose to provide a replacement instead of a refund, depending on stock availability and the nature of the issue.

If a replacement is approved and the item is no longer available, we may offer an alternative remedy, including store credit or a refund where appropriate.

7. Non-Returnable Items

Without limiting the general policy above, the following items are not eligible for return or exchange unless they arrive damaged, defective, or incorrect:

- opened or used fitness accessories,

- opened or used wellness or recovery products,

- worn apparel, support gear, or personal-use items,

- sale items,

- promotional or clearance items,

- gift cards, where applicable,

- items damaged due to misuse, neglect, improper care, improper storage, or accidental damage after delivery.

8. Product Use and Care

Customers are responsible for using products correctly and following any instructions, care directions, or warnings provided with the product.

BrightArc is not responsible for damage, reduced performance, or product issues resulting from:

- misuse,

- overloading,

- improper storage,

- exposure to heat, moisture, chemicals, or unsuitable environments,

- ordinary wear and tear,

- failure to follow product guidance.

9. Failed Deliveries and Incorrect Address Details

Customers are responsible for providing a complete and correct delivery address and contact information at checkout.

We are not responsible for losses, delays, or failed deliveries resulting from incorrect information supplied by the customer. If an order is returned to us due to an incorrect address or failed delivery caused by customer error, any reshipping costs may be for the customer’s account.

10. Chargebacks and Payment Disputes

If you experience an issue with your order, we encourage you to contact us first so that we can attempt to resolve the matter promptly.

Initiating a chargeback or payment dispute for a matter already governed by this Refund Policy, especially where no valid basis exists, may delay resolution while the matter is reviewed by the payment provider.

11. Consumer Rights

Nothing in this Refund Policy is intended to exclude or limit any rights you may have under applicable consumer protection laws that cannot legally be excluded.

Where applicable law gives you rights in respect of defective, damaged, incorrectly supplied, or undelivered goods, those rights will apply.

12. Contact Us

If you believe you have received a damaged, defective, or incorrect item, please contact us with your order number and supporting photos at:

Email: orders@brightarc.co.za
Website: https://brightarc.co.za