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.