This Returns and Refunds Policy applies to all purchases made on brightwellmarket.com, operated by KJONGSys LLC. It covers both returning items to us and how refunds are issued. Last updated: September 20, 2026.
Returns
30 day returns
You may request a return within 30 days of the date your order was delivered. To be eligible, items should be unused, in their original condition, and in their original packaging. Items that have been used, washed, or damaged after delivery may not qualify for a full refund.
This 30 day window applies to every product in our catalog, with one narrow exception: a small number of clearance items are marked “Clearance item: final sale” on their own product page and cannot be returned if you change your mind. Those items, and exactly what final sale does and does not mean, are covered in Clearance items marked final sale below. If a product page does not carry that notice, the 30 day return window above applies to it in full.
How to start a return
- Email [email protected] with your order number and the item(s) you wish to return. If the item is damaged or defective, include photos.
- We will reply within 1 business day with return instructions and the correct return address. Please do not ship items back without contacting us first, as returns sent to the wrong address cannot be refunded.
- Ship the item back using a trackable service and send us the tracking number.
Return shipping costs
- Damaged, defective, or incorrect items: we cover the cost. You will not pay for return shipping, and in many cases we will simply send a replacement or refund without requiring the item back.
- All other returns (changed your mind, ordered the wrong size, no longer needed): the buyer pays return shipping. Original shipping charges, where applicable, are not refunded.
Damaged or defective items
If your item arrives damaged or defective, contact us within 30 days of delivery with your order number and clear photos of the item and packaging. We will offer a free replacement or a full refund, whichever you prefer, at no cost to you. This applies to every product we sell, including clearance items marked final sale.
Exchanges
We do not offer direct exchanges. To exchange an item, return the original for a refund and place a new order for the item you want.
Non returnable items
For hygiene and safety reasons, certain items cannot be returned unless they arrive damaged or defective: personal care items with broken seals, and gift cards. Any such restriction is noted on the product page.
Clearance items marked final sale
A small number of products are clearance stock. Each one carries a notice reading “Clearance item: final sale” directly above the add to cart button on its own product page, so you see it before you buy. If a product page does not carry that notice, it is not a final sale item and the standard 30 day return window applies.
What final sale means: we cannot accept a change of mind return on that item. If you simply no longer want it, ordered the wrong one, or do not like it once it arrives, we cannot offer a refund or an exchange.
What final sale does not mean: it does not take away anything else. If a final sale item arrives damaged, defective, or not as described, or if it never arrives at all, contact us within 30 days of delivery, or within 30 days of the expected delivery date if it never turned up, and we will replace it or refund you exactly as we would for any other order. Nothing in this section limits your rights under applicable consumer law or the dispute rights your card issuer or payment provider gives you.
Refunds
How refunds are issued
Once your return is received and inspected, we will email you to confirm approval. Approved refunds are issued through our payment processor, Stripe, to your original payment method, and typically appear on your statement within 5 to 10 business days after approval, depending on your bank or card issuer. We do not issue refunds to a different card or account than the one used for the purchase.
Statement descriptor note: Brightwell Market is operated by KJONGSys LLC, and payments are processed by Stripe under that company. Charges and refunds may appear on your card or bank statement as KJONGSYS or KJONGSys LLC rather than Brightwell Market. If you see a charge you do not recognize, please contact us before disputing it with your bank, and we will sort it out quickly.
Partial refunds
In some cases only a partial refund is granted, for example when an item is returned used, damaged after delivery, missing parts or its original packaging, or returned outside the 30 day window by prior arrangement with us. We will always tell you the refund amount and the reason before processing a partial refund.
Order cancellations
You may cancel an order for a full refund within 12 hours of placing it. After 12 hours the order may already be in fulfillment and cancellation is not guaranteed. If we cannot cancel, you can return the order under this policy once it arrives. Clearance items marked final sale can be cancelled within that same 12 hour window like anything else.
Questions
Email [email protected] and we will reply within 1 business day.