Return & Refund Policy
Return Policy
We offer a 30-day return policy from the date of delivery. This means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must:
- Be unused.
- Have all original tags attached.
- Be in its original packaging.
How to Return an Item
Returns must be requested and approved before sending any item back. Items sent without prior approval will not be accepted.
To initiate a return, please contact our customer service team through our Contact Page or by emailing us at support@brightonbay.com. You must include your order number in your request.
If your return is approved, we will provide the return address and shipping instructions.
Return Shipping Costs and Responsibility
Return shipping costs are the responsibility of the customer, unless the return is due to a defective, damaged, or incorrect item.
Any customs duties, import taxes, or handling fees related to the return are the responsibility of the customer.
Estimated return shipping costs to our international warehouse typically range between £15–£25 depending on carrier and parcel size.
The customer remains responsible for the return shipment until it has been received and confirmed by our warehouse. We strongly recommend using a tracked and insured shipping service to ensure proof of delivery.
Return Address
All approved returns must be sent to our international warehouse in China.
Warehouse address: Opposite Building 23, Huiqinlin Villa Phase I, Dongguan, Guangdong, 523000, China
Important: Returns sent without prior approval will not be accepted.
Exceptions to the Return Policy
For hygiene and safety reasons, the following items cannot be returned once the hygiene seal has been removed.
- Underwear (including bras and briefs)
- Swimwear
Gift cards are also non-returnable.
Damaged or Defective Items
Please inspect your order upon receipt.
If your item arrives damaged or defective, we will always send you a replacement of the same item. To arrange this, please contact us as soon as possible via support@brightonbay.com or through our Contact Page and provide:
- Your order number
- A description of the issue
- Clear photographic evidence
Once we have reviewed the evidence and confirmed the damage or defect, we will arrange for a replacement of the same item to be sent to you at no additional cost. Replacements are subject to availability. In the rare event that the same item is no longer available, we will contact you to agree on a suitable resolution.
Incorrect Items
If you receive an incorrect item, please contact us using the details above with your order number, a description of the issue and clear photographic evidence. We will assess the matter and arrange an appropriate resolution.
Exchanges
We do not offer direct exchanges.
If you would like a different item, please return your original purchase and place a new order once your return has been approved.
Order Cancellations
For further information about cancelling your order, please refer to our Cancellation Policy.
Refund Policy
Once we receive your return package, we will inspect the item to ensure it meets our return conditions.
We will process your refund within 7 days of receiving your returned item. Refunds will be issued using the same payment method that was used for the original transaction.
Please note that your bank, credit card provider, or payment processor may require additional time to process and post the refund to your account.
Please note that damaged or defective items are resolved by replacement of the same item, as described above.
If more than 7 days have passed since we received your returned item and you have not received your refund, please contact us via support@brightonbay.com or through our Contact Page.
Company Information
Email: support@brightonbay.com
Phone Number: +44 7868 286260
Store Name: Brighton Bay
Company Name: TKM productions
Company Number: 92446175
Company Address: Valenciadreef 12, Rotterdam, South Holland, 3067 WL, Netherlands
Customer Service Available Hours
Monday to Friday: 9am - 6pm (GMT/BST)
Saturday and Sunday: Closed
We aim to respond to your inquiries within 24 hours.