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1. Eligibility for Returns
● Customers may return most new, unopened items, or items that arrive damaged or defective, within 30 days of delivery for either a full refund (excluding shipping costs) or a replacement product.
● Digital products, including eBooks, software, and online course subscriptions, are non-returnable once accessed or downloaded.
● Items must be in their original condition and packaging, with all tags attached.
2. Return Process
● To initiate a return, customers must contact our Customer Service Team at support@brilliantlabs.ca with their order number and reason for return.
● The return request will be reviewed, and customers will be notified of its status.
● Upon approval, a return authorization number (RAN) will be provided along with return shipping instructions.
● Customers are responsible for return shipping costs unless the return is due to a company error (e.g., incorrect or defective item).
3. Processing Returns
● Once the returned item is received and inspected, a confirmation email will be sent to notify the customer of the refund status.
● Approved returns will be processed as either a full refund to the original payment method (in accordance with that platform’s standard processing times) or a replacement product shipped at no additional cost.
4. Non-Returnable Items
● Opened software, eBooks, and accessed online courses.
● Items not in their original condition, damaged, or missing parts for reasons not due to our error.
● Any item returned more than 30 days after delivery.
5. Contact Information
If you have questions, concerns, or require assistance, please contact us at:
Customer Service Team
Email: support@brilliantlabs.ca
Address: 1 Germain Street, Saint John, New Brunswick, Canada E2L4V1