FAQ - Returns & Refunds

RETURNS:

Returns are accepted on a case-by-case basis and may be subject to a 20% restocking fee. Returns must be initiated by purchaser within 7 days of receiving your order. Purchaser is responsible for shipping returns back to Bright Swan and a refund will be issued within one business day of receipt of returned product in the same, unused, new condition it was shipped from us in.

All sales of apparel are final. Please check size chart and information on the listing prior to purchasing. 

 

DEFECTS OR MISSING PIECES FROM ORDER:

It is the purchasers responsibility to check his/her order when it arrives and report any quality control or missing piece within 7 days of receipt of the order. We work hard to ensure accuracy with your order. If a robe is missing a belt, or a piece of drinkware is defective, we need to know right away after you receive. Refunds will not be given for defectives reported after 7 business days. You may contact us via the Facebook page, or by email; info@brightswan.ca. 

PLEASE NOTE: If you are heat pressing with a home iron (instead of Cricut Easy Press or a proper heat press), refunds will not be approved for any issues with the product after it's been pressed. This may include scorch marks, colour changes and literal burns of product. 

 

ORDERS MARKED AS DELIVERED BUT APPEAR TO BE LOST:

It is the purchasers responsibility to watch their own tracking and proceed with informing us of any issues with delivery within 7 days of it being marked as delivered. We have to put a claim in with the courier, and wait for them to investigate before we do anything. Refunds will not be given out simply by stating your order was not received - we wait for the shipping company to complete their investigation before we redo the order, or refund the order. Refunds/replacement product will not be given for those that have waited more than 7 calendar days after "delivery". Please email us at: info@brightswan.ca to report undelivered product. 

 

NEW SALES:

From time to time, we offer new sales or promotions. These promos vary in length, as well as what is being offered. Sale prices are only valid on new sales after the promo has been posted. While this can be frustrating at times, we often offer these sales as a flash sale/last minute offer, therefore they are not promoted ahead of time. 

 

REFUNDS OR CANCELLED ORDERS:

Cancellation of in stock items that have not yet been picked/packed/shipped is managed on a case-by-case basis. A restocking fee of 20% will be charged to all cancelled items.

Requests for cancellation and refund of buy-in items are not generally accepted. We may elect to offer you a cancellation/refund on a case-by-case basis if I deem it appropriate, however, Bright Swan is NOT obligated to do so. 

Buy-Ins have many factors that are entirely out of our control. By purchasing, you agree and understand that all arrival dates are estimate only, and while every effort will be made to ensure we post as accurately as possible, sometimes manufacturing takes longer than anticipated, shipping delays happen, and even customs inspections take longer than anticipated. Bright Swan has zero control over this, and will not be held responsible for delays in these items due to these factors.   

Vinyl Print Options

We offer a variety of vinyl options for our prints (tumbler wraps, patterned vinyls and decals). This can be a little bit confusing coming to purchase from us the first time. Therefore, we are breaking it down here right now, and please also see the photos below.

We offer:

  • White Permanent Vinyl
  • White Removable Vinyl
  • Clear Permanent Vinyl
  • Clear Removable Vinyl
  • Holographic Silver/Rainbow
  • Holographic Glitter Confetti
  • Holographic Glitter Flake
  • Holographic Kaleidoscope
  • HTV 

So... Which do you choose? This is a question with no full "right" answer, but more what works best for you and your craft. Lets break down some of the the differences. 

Permanent vinyl - this is equivalent to Oracal 651. It's a standard vinyl with a good adhesive. This is used a lot in the crafting world; example, you just get a Cricut and you want to make decals to go on your sugar and flower cannisters, you use this particular vinyl. 

Removable vinyl - this is equivalent to Oracal 631. This has commonly been used for wall decals due to the ability to remove it without causing significant harm to the paint on the wall, even years down the road. Sometimes heat is still necessary, but you are likely to have better results with removable versus permanent. 

WHY would I use removable on a tumbler? 

Well, because sometimes placing a wrap, decal, pattern or piece of a pattern on a tumbler can be difficult, and sometimes it needs to be pulled up and repositioned. If you've ever had to pull up a chunk of vinyl, you know that it can be a real pain in the behind sometimes. It can stretch the vinyl, it can pull up your base (which can be extra frustrating when it pulls up a glittered or painted base) and so on. Removable is a game changer. 

White versus clear vinyl - sometimes we want our base to show through - this can be helpful if we have a glow tumbler and are using a wrap or pattern with a lot of white in the design (as white is not printed - so this part appears see-through). This can give really cool effects with alcohol ink and/or glitter bases with some fun designed patterns and wraps installed on top. 

Holographic - a game changer for tumblers. In addition to the standard white and clear vinyls, we started offering holographic vinyl in late 2022 for decals only, and expanded this to wraps and tumblers shortly thereafter. Holographic is a shiny, iridescent way to make your vinyl POP and get the attention of your customers. We offer four different holographics as of April 2023, so please take a look at the below photos and descriptions to decide what works best for your application.

See Photos Below

Vinyl Examples

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