Return, Replacement and Shipment Policy
Returns:
No return requests will be accepted on items that have been delivered without any damages or defects.
If the customer wishes to return a delivered product, the onus of returning the product in acceptable condition* to Brightland for a return or replacement will be borne by the customer.
*Products without all original packaging, melted products, products with dents or damage, and water damage due to improper handling of the product are not eligible for refunds, or replacements.
Replacements:
If the product has a genuine quality/manufacturing defect*, a full refund or replacement will be offered for your order against the order ID, photo, and video of the package and the contents.
*All our products are hand-made with little to no machinery usage and hence customers are requested to not expect the finish of a machine-made/mass-made product.
Although we ensure the highest quality of packing in each order, there might be very rare circumstances of damage when shipping. In such cases, contact info@brightlandchocolates.com along with the order ID, photo, and video of the delivered product and our customer support team will replace your order.
Conditions eligible for replacements are:
- Dent or damage to the package
- Product seepage
- Water damage*
*Our products are packed with frozen gel packs, to ensure that the chocolates stay in ambient conditions, and hence customers are requested to not misinterpret the sweating of the outer pack due to gel packs with actual water damage.
Cancellations:
Cancellations made before dispatch will receive a 100% refund within 5-7 business days. Our customer care team will look into the issue and revert within 24-48 hours.
Cancellations post-dispatch will not be accepted due to the fragile condition of couverture chocolates. For more information on couverture chocolates, kindly refer to the FAQ section.
If the customer wishes to return a delivered product, the onus of returning the product in acceptable condition to Brightland for a return or replacement will be borne by the customer.
General conditions for returns, replacements, and cancellations:
Verify the conditions of the products after receiving the package and report any concerns immediately to info@brightlandchocolates.com.
Products returned without all original packaging, melted products, products with dents or damage, and water damage due to improper handling of the product are not eligible for refunds, or replacements.
Any and all complaints about the products, shipping, and packaging need to be made within 24 hours of receiving the product to info@brightlandchocolates.com with the order ID, pictures, and video of the package received.
What do I do, if my product or package is delivered with damage?
We always ensure the highest quality of packing and shipping of orders. Even in such cases, there might be one or two circumstances where the product might get damaged. We apologize for the inconvenience caused and will replace your product if it meets these conditions:
- Dent or damage to the chocolate(main/primary) package*
- Product seepage
- Water damage*
*The outer package may be subjected to some dents and damage due to handling by 3rd party logistics. Replacements/refunds will be initiated if there is damage to the main package only.
*Our products are packed with frozen gel packs, to ensure that the chocolates stay in ambient conditions, and hence customers are requested to not misinterpret the sweating of the outer pack due to gel packs with actual water damage.
Here's what you should do immediately:
- Please send an email to info@brightlandchocolates.com with the order ID within 24 hours of receiving the product.
- Take a detailed video of the package to show how it was delivered.
- Please also take clear pictures of the same.
- We will respond and resolve the issue for you :)
What do I do, if the products in my order is missing or is wrong?
All our orders are tested for quality control before packing them. However, if you happen to receive your order with the wrong or missing items, please ensure that they meet the following criteria:
- One or two products missing from what was ordered
- Entire order is wrong
- Some products in the order are correct but some are wrong
Here's what you should do immediately:
- Please send an email to info@brightlandchcolates.com with the order ID, photos, and Video of the delivered product within 24 hours of receiving the package.
- We will respond and resolve the issue for you :)
What do I do, if I have an issue with the product quality?
All our products are produced with utmost care and love. In case you feel that the quality of the product is not in sync with the brand’s standards, send an email to info@brightlandchocolates.com with the order ID and we will provide you an update/resolution on the same.
How can I cancel my order?
If you have to cancel an order, please do so within 24 hours of placing the order.
Cancellations made before dispatch will receive a 100% refund within 5-7 business days. Our customer care team will look into the issue and revert within 24-48 hours.
Cancellations post-dispatch will not be accepted due to the fragile condition of couverture chocolates. For more information on couverture chocolates, kindly refer to the FAQ section.
If the customer wishes to return a delivered product, the onus of returning the product in acceptable condition to Brightland for a return or replacement will be borne by the customer.
Shipment Policy:
All our orders are shipped from our own or third party warehouses/ stores or offices from various points in India. We aim to deliver your orders 5-7 days from receipt of order and payment.
Order deliveries will be made usually between 10.30 am – 7 pm Monday –Sunday.
Since our chocolates are heat-sensitive*, we need to put them in a heat-resistant box with ice gel packs and air-ship them for express service. This means we need to charge extra for shipping.
Shipping and handling rates may vary based on product, packaging, size, volume, type, and other considerations. The shipping and handling charges are given at the time of check out and consumers will know about this before making payments.
*refer to point 8 for more info.
We do not take responsibility for incorrect addresses, provided at the time of placing the order.
The delivery will NOT be redirected/redelivered to any other address in any circumstance. The selected product will be delivered only in the city it is mentioned as “available” on this Site. Brightland shall not be held responsible for damage to products after delivery.
Brightland will consider the order delivery “failed” in the following cases:
Delivery was not done due to the wrong address.
The recipient is not available.
Premises locked.
In case of floods/ Heavy Rains/ National Bandh/ National Holidays, we reserve the right to reschedule the delivery for another date.
In case the product is not delivered due to any of the above reasons, we will inform you about the same.