Refund policy

We’re a small family business, and every order matters to us. Our products are designed to genuinely make mealtimes easier, and we want you to feel confident buying from us.

If something isn’t right, please reach out. We’ll always do our best to find a fair and practical solution.

This policy operates in addition to your rights under the Australian Consumer Law.

Faulty, Damaged or Incorrect Items

Please check your order when it arrives. If something doesn’t look right, contact us at contact@brightberry.com.au with your order number and a photo or short video of the issue.

If a manufacturing fault or major failure is confirmed, we’ll arrange a replacement or refund, and return shipping costs will be covered or reimbursed.

All returned items are inspected and tested. If no fault is found after testing:

  • The item will not be classified as faulty
  • Return shipping costs will not be reimbursed

In these cases, store credit may be offered at our discretion, or the item can be returned to you at your expense.

Product Performance

Some Brightberry products, including suction bowls, plates, and suction stickers, rely on correct surface preparation, application, and use to perform as intended.

Performance can be affected by:

  • surface type and condition
  • whether surfaces are clean and dry before use
  • how the suction seal is created or released

These factors do not indicate a product fault.

Products performing as designed but not meeting individual expectations are not considered faulty.

We strongly recommend following our instructions and setup guides before contacting us about a performance issue. We’re always happy to help troubleshoot. Just get in touch.

Suction Stickers

Suction stickers are a single-use adhesive product. Once applied to a surface, the adhesive is activated and cannot be reused.

Returns are only accepted if the sticker is in its original, unopened packaging and has not been applied or used in any way.

Any sticker showing signs of use or application will not be accepted for return.

If you’re unsure whether a sticker will fit your tray, please check the dimensions on the product page or contact us before purchasing — we’re happy to help.

Change of Mind Returns

We offer a 14-day change of mind return period from the date of delivery.

To be eligible:

  • Items must be unused
  • In original condition
  • In sealed, undamaged original packaging

Items that have been opened, used, or are missing packaging are not eligible.

If approved:

  • Store credit will be issued (no refunds)

Please note:

  • Return shipping is the customer’s responsibility
  • Original shipping costs are non-refundable
  • Payment processing fees (e.g. Afterpay, PayPal, card fees) are non-refundable
  • If your order qualified for free shipping and your return brings the order below the threshold, the original shipping cost will be deducted
  • If your order included a free gift, it must also be returned unused, or its retail value will be deducted from your store credit

Returns that do not meet these conditions will not be accepted.

Please contact us at contact@brightberry.com.au before sending anything back. Returns sent without approval will not be accepted.

Once received and inspected, store credit will be issued within 3–5 business days if approved.

Exchanges

To exchange an item, follow the return process above. Once approved, store credit will be issued, and a new order can be placed at any time.

Order Changes & Cancellations

We process orders quickly, so changes or cancellations are not always possible.

If a cancellation is successful:

  • Payment processing fees are non-refundable and will be deducted

Delivery Address Changes

Please check your delivery details carefully at checkout.

Once an order has been processed, address changes cannot be made. Brightberry is not responsible for delivery issues caused by incorrect details entered at checkout.

Approved Refunds

Refunds are only issued for faulty, damaged, or incorrect items confirmed upon assessment.

If a refund is approved, it will be processed to your original payment method within 3–5 business days. Please allow additional time for your bank or payment provider to complete the transaction.