Refund policy

Return and Refund Policy

At Bright & Shiny, we create specialist latex, spandex and intimate garments. Most of our products are made to order according to the customer’s individual choices, such as size, colour, material, thickness, design options, measurements and other custom details.

Please read this policy carefully before placing an order. By placing an order with us, you confirm that you understand the custom-made and hygiene-sensitive nature of our products.

Custom-made and made-to-order products

Most Bright & Shiny products are made to order or customised according to the customer’s specifications. This includes, but is not limited to, items made in a selected size, colour, material, thickness, with selected design options, zippers, cups, measurements or other personal choices.

For this reason, these products are excluded from the standard 14-day right of withdrawal under Article 16(c) of Directive 2011/83/EU, which applies to goods made to the consumer’s specifications or clearly personalised.

Custom-made and made-to-order products cannot be cancelled, returned or refunded simply because the customer changed their mind, selected the wrong size, provided incorrect measurements, chose the wrong options, or no longer wants the product.

This does not affect your statutory rights if the product is defective, damaged, incorrect or not as described.

Hygiene-sensitive and intimate items

Many of our products are intimate or close-contact garments, including but not limited to gloves, stockings, masks, hoods, underwear, bodysuits, catsuits and similar latex or spandex items.

Where such products are supplied sealed, they cannot be returned after the hygiene seal or packaging has been opened, because they are not suitable for return due to health protection and hygiene reasons under Article 16(e) of Directive 2011/83/EU.

For hygiene reasons, we cannot accept returns of products that have been worn, tried on, unsealed, used, washed, damaged, contaminated, marked with makeup, perfume, deodorant, body fluids, oils, silicone shiner, dressing aid or any other substance.

Eligible returns

A return may only be accepted if all of the following conditions are met:

  • the product is a standard in-stock item;
  • the product was not made to order, customised or personalised;
  • the product is not a hygiene-sensitive item that has been unsealed;
  • you contact us within 14 days of receiving the product;
  • the product is returned unused, unworn, clean, undamaged and in its original packaging;
  • we have approved the return before the item is sent back.

Please do not send any item back without contacting us first. Items returned without prior approval may be refused and sent back to the customer at the customer’s expense.

If a return is approved under the statutory right of withdrawal, the customer is responsible for the return shipping cost unless the product is defective or incorrect. We may withhold the refund until we have received the returned goods or until you provide proof that the goods have been sent back.

For eligible statutory withdrawals, we will refund the product price and the standard original delivery cost. We do not refund optional express, premium or upgraded shipping costs. Customs duties, import taxes, brokerage fees and similar charges are not collected by us and cannot be refunded by us.

Withdrawal requests

If a withdrawal form or withdrawal button is available on our website, submitting a request does not automatically mean that the order is eligible for cancellation, return or refund. We will review the request according to this policy, the nature of the product and applicable consumer law.

If the product is custom-made, personalised or an unsealed hygiene-sensitive item, we may reject the withdrawal request and explain the reason to the customer.

Defective, damaged or incorrect products

If you receive a defective, damaged or incorrect product, please contact us as soon as possible, preferably within 7 days of delivery, at office@brightandshinystore.com.

Please include your order number, a clear description of the issue, and photos or videos showing the problem. If the parcel was damaged during delivery, please also keep the packaging and provide photos of the parcel before discarding it.

If we confirm that the issue was caused by a manufacturing defect or by a mistake made by us, we will offer an appropriate solution, which may include repair, correction, replacement, partial refund or full refund, depending on the situation.

We will not treat the following as manufacturing defects: incorrect measurements provided by the customer, wrong size or options selected by the customer, minor handmade tolerances, small colour differences caused by screen settings, natural latex smell, light creases from packaging, or damage caused by improper dressing, sharp nails, jewellery, oils, silicone products, dressing aids, shiners, excessive force or incorrect care.

Fit, measurements and customer responsibility

The customer is responsible for selecting the correct size, options and measurements before placing an order. For made-to-measure products, the final fit depends on the accuracy of the measurements provided by the customer.

If a product was made according to the measurements, size or options provided by the customer, but the customer later decides that the fit, size, length, colour or selected options are not suitable, this is not considered a manufacturing defect.

If you are unsure about sizing, measurements or options before ordering, please contact us before placing your order.

Order changes and cancellations

Because most of our products are made to order, order changes and cancellations are not guaranteed.

If you need to change or cancel an order, please contact us as soon as possible. We may accept changes or cancellation only if production, preparation, material cutting or packing has not yet started. Once production or preparation has started, the order cannot usually be changed or cancelled.