1. General Return & Refund Eligibility

For non-customized (standard stock) items, we accept returns under the following conditions:

• The product arrived damaged, defective, or incorrect.
• You received a different item than what was ordered.
• The product is unused, in its original packaging, and returned within 30 days of delivery.

To start a return, please contact us at support@thebrightboxusa.com with your order number and a clear description of the issue.

2. Personalized & Customized Products (Non-Returnable)

Because we specialize in customized and personalized products (such as custom 3D prints, channel letters, and DTF apparel), any item that is created specifically for you cannot be returned, refunded, or exchanged due to change of mind or incorrect size selection.

Exceptions are only made if the product arrives:

• Damaged upon delivery
• Defective (manufacturing error)
• Incorrect due to our error

This policy applies to all products personalized with:

• Customer artwork or logos
• Custom names, images, or text
• Any specific design modifications requested by the customer

Once production begins, all custom orders are final.

3. Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 7 days of delivery. To speed up the process, please include:

• Photos or videos clearly showing the damage.
• A brief description of the issue.
• Your order number.

We will review your claim and replace the item at no additional cost or provide a refund when applicable.

4. Order Cancellations

We work quickly to get your order to you. Orders can only be canceled if:

• The item has not yet entered production.
• The item has not been shipped.

Note: Customized orders cannot be canceled once the artwork/logo has been processed or production has started (printing/3D manufacturing).

5. Wrong Address or Delivery Issues

We are not responsible for refunds or replacements if:

• The customer provides an incorrect or incomplete shipping address.
• The carrier cannot deliver due to customer absence / inaccessible location.
• The package is refused by the receiver.

If the package is returned to us due to these reasons, reshipping fees may apply.

6. Shipping Costs

• Original shipping fees are non-refundable.
• For approved returns of non-custom items (change of mind), the customer is responsible for return shipping costs unless the error was ours.

7. Refund Processing Time

Once your return or claim is received and inspected, we will notify you of the approval or denial of your refund. If approved, your refund will be automatically processed within 5–10 business days to your original payment method.

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