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, we cannot accept physical returns — 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.
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 the carrier first. If you added shipping protection at checkout, contact us and we'll handle the claim and make you whole. Carrier delays themselves are outside our control and aren't refundable, but we'll always help you chase them down.
Change of Mind
Because product can't be restocked once shipped, we're unable to refund opened, used, or simply-unwanted product. The easiest way to avoid this: order what you need — and if you're unsure about a compound, start with a single vial before stepping up to a volume tier.
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 problem process above still covers anything wrong with 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. The $9.99 expedited-processing fee is separately and automatically refunded any time we miss the 24-hour window — you don't have to ask.
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).