The Brightly Guarantee: every order arrives genuine, pure, and exactly as described on its Certificate of Analysis, or we make it right. (This guarantees the product's *quality and condition*, not any research outcome.)
Brightly stands behind every order. Because our products are sealed research materials shipped directly from our fulfillment center, you never have to ship anything back — once a vial leaves the facility it can't be restocked, for safety and quality-control reasons. That does not mean "all sales final, good luck." If anything is wrong with your order, we make it right: replacement, refund, or bonus store credit. No sending product back, no runaround.
If Your Order Has a Problem (damaged, defective, wrong, or missing items)
This is our priority and we fix it fast. Email [email protected] within 7 days of delivery with your order number and a photo of the issue. Once we confirm it, you choose how we make it right:
- a free replacement,
- a refund to your original payment method, or
- 110% back as Brightly store credit (a little extra for keeping it with us).
You keep the affected item; nothing needs to be shipped back.
30-Day Money-Back Guarantee
If you're not satisfied, you have 30 days from delivery to get your money back. Because our products can't be restocked once they leave our facility, you never have to ship anything back — just email [email protected] with your order number and we'll take care of it.
- Unopened, unused product: a full refund to your original payment method.
- Opened product: if it didn't meet your expectations, we'll still make it right — a refund, replacement, or store credit, your choice.
Prefer store credit? We add 10% on top (a $50 refund becomes $55 in credit), applied to your account instantly — your choice, never forced.
Lost or Stolen in Transit
Once an order ships, delivery is in the carrier's hands. If tracking shows "delivered" but you didn't receive it, contact FedEx first. If you added shipment protection at checkout ($4.99), contact us and we'll handle the claim and make you whole, by reship or refund. Carrier delays themselves are outside our control, but we'll always help you chase them down.
Order Cancellations
Need to cancel? Email [email protected] before your order ships and we'll cancel it and refund you in full to your original payment method. Once an order has shipped it can't be cancelled, but the 30-day money-back guarantee and problem process above still cover it.
How Refunds Are Issued
Cash refunds go back to your original payment method within 3–7 business days (final timing depends on your bank). Prefer store credit? We add 10% on top (a $50 refund becomes $55 in credit), applied to your account instantly: your choice, never forced.
Claim Abuse & Account Standing
Our refund and replacement process runs on trust, and the vast majority of customers never give us a reason to question a claim. To protect that for everyone, Brightly reserves the right, at its sole discretion, to deny a refund or replacement, refuse future orders, and suspend or permanently close any account we determine is abusing this policy, including excessive, repeated, or inconsistent claims, "item never arrived" patterns, or any other activity we reasonably believe to be fraudulent. Customers with a genuine problem have nothing to worry about.
Subscriptions
Cancel any subscription anytime in one click from your account dashboard: no email, no support call, no retention hurdles. Cancelling stops future renewals; it doesn't refund an order that has already shipped (if that order has a problem, the process above applies).