Refund policy
Last updated: July 13, 2026
Thank you for shopping with Bright Bite. We want you and your pet to be completely happy with your purchase. This policy explains how order cancellations, returns, refunds, exchanges, and our 60-Day Guarantee work, and what we need from you in each case.
Please read this policy carefully before placing your order. By completing a purchase with us, you confirm that you have read, understood, and agreed to the terms set out below.
All correspondence relating to cancellations, returns, and refunds must be sent to:
hello@getbrightbite.com
1. Order Cancellations
1.1 The 5-Minute Cancellation Window
We pride ourselves on shipping fast. Our fulfilment system is automated and begins processing your order almost immediately after it is placed, which means there is only a very short window in which an order can be stopped.
You may cancel your order within 5 minutes of the time the order is placed.
To cancel within this window, you must email hello@getbrightbite.com with the subject line "CANCEL ORDER" and include your order number. The timestamp of your email, as received by us, determines whether your request falls within the 5-minute window.
1.2 After the 5-Minute Window
Once 5 minutes have elapsed, your order is transmitted to our fulfilment warehouse and enters the picking and packing queue. At that point it can no longer be intercepted, cancelled, modified, or recalled, and we are unable to stop it from shipping.
If your cancellation request is received after the 5-minute window, we will be unable to cancel the order. You may, however, still be eligible under our 60-Day Guarantee once the product has been delivered to you (see Section 3).
1.3 Changes to Your Order
The same 5-minute window applies to any change to your order, including changes to the shipping address, the items ordered, or the quantity. After 5 minutes, we cannot amend your order.
Please check your shipping address carefully before you complete checkout. We are not able to redirect a parcel once it has entered the fulfilment process.
1.4 Cancellations Initiated By Us
We reserve the right to cancel any order at our discretion, including where we suspect fraudulent activity, an unauthorised transaction, a pricing or listing error, abuse of a promotional offer, or where we are unable to ship to your address. If we cancel your order, we will notify you by email and refund you in full.
2. Incorrect, Damaged, or Faulty Items
If your order arrives damaged, defective, or is not the item you ordered, we will put it right at no cost to you. You will not be asked to return the item or pay any shipping costs in these circumstances.
To make a claim, email hello@getbrightbite.com within 30 days of delivery and include:
- Your order number;
- A clear photograph of the item you received;
- A clear photograph of the packaging, including any shipping labels;
- A short description of the issue.
Once we have reviewed your claim, we will, at your election, either send you a free replacement or issue you a full refund, including any shipping fee you paid.
3. The 60-Day Guarantee
We stand behind our product. If you have used Bright Bite consistently as directed and you are not satisfied with the results, you may make a claim under our 60-Day Guarantee.
3.1 Eligibility
To be eligible for a refund under the 60-Day Guarantee, all of the following conditions must be met:
- Your claim must be submitted within 60 days of the date your order was delivered, as shown by the carrier's tracking record.
- You must have purchased the product directly from our official website. Purchases made through third-party sellers, marketplaces, or resellers are not covered.
- The product must be returned to us. Returns are required for all 60-Day Guarantee claims.
- The returned product must be received by our warehouse in reasonable condition, with the bottle and any original packaging included.
3.2 How to Start a Claim — You Must Contact Us First
Do not ship any product back to us before contacting us. We operate multiple fulfilment warehouses across different regions, and the correct return address depends on where your order was dispatched from and where you are located. There is no single return address published on this website.
To begin a return, you must:
- Email hello@getbrightbite.com with the subject line "60-DAY GUARANTEE CLAIM".
- Include your order number, the email address used to place the order, and a brief explanation of why you are requesting a refund.
- Wait for our reply. We will respond within 24 hours (Monday to Saturday) with a Return Authorisation and the specific warehouse address to which your product must be sent.
Any product returned without a Return Authorisation, or sent to an address other than the one we provide you, cannot be tracked to your order, cannot be processed, and will not be refunded. We are not able to retrieve, store, or return items sent to an unauthorised address.
3.3 Return Shipping Is At Your Own Cost
The cost of returning the product to our warehouse is your responsibility. We do not provide prepaid return labels, and we do not reimburse return postage, packaging, insurance, customs charges, or any other cost associated with sending the item back to us.
We strongly recommend that you:
- Use a tracked shipping service;
- Retain your proof of postage and your tracking number until your refund has been processed.
You are responsible for the parcel until it reaches us. If your return is lost, damaged, or delayed in transit and we do not receive it, we will not be able to issue a refund. Without a tracking number, we cannot investigate a missing return on your behalf.
3.4 Return Deadline
Once we have issued your Return Authorisation, the product must be shipped back within 14 days of the date on which we send it to you. Returns posted after this period may be refused.
3.5 Inspection and Processing
Once your return arrives at the warehouse, it will be inspected. Please allow 5–10 business days from the date of delivery to the warehouse for your return to be received, logged, and inspected.
If your return is approved, we will notify you by email and your refund will be processed.
If your return does not meet the conditions set out in this policy, we will contact you by email to explain why, and the item may be returned to you at your expense or, at your instruction, disposed of.
4. Refunds
4.1 What Is Refunded
Where a refund is approved under the 60-Day Guarantee, we will refund the purchase price you paid for the product.
4.2 What Is Not Refunded
The following are non-refundable in all circumstances except where the item arrived damaged, faulty, or incorrect (see Section 2):
- Shipping and handling fees paid at checkout;
- Any express or priority handling upgrade purchased at checkout;
- The cost of returning the product to us;
- Any customs duties, import taxes, or brokerage fees.
Where an order was placed under a promotional offer in which the product was provided free of charge and only a shipping fee was paid, please note that the shipping fee is not refundable, as it covers the cost of delivering the item to you and that service was performed.
4.3 Free Gifts and Bundled Items
If your order included a free gift, bonus item, or a bundled product, all items received as part of that order must be returned together in order for a refund to be issued. Where a bundled or discounted item is retained, we reserve the right to deduct its standard retail value from your refund.
4.4 How Refunds Are Issued
Approved refunds are issued to the original payment method used at checkout. We are unable to refund to a different card, account, or payment method.
Once we process your refund, please allow 5–10 business days for the funds to appear on your statement. The exact timing is determined by your bank or card issuer and is outside our control.
We will send you an email confirmation at the moment your refund is processed on our side.
4.5 Late or Missing Refunds
If you have received our refund confirmation email but have not seen the funds after 10 business days:
- Check your bank account again;
- Contact your credit card company — it may take time before your refund is officially posted;
- Contact your bank, as there is often a processing period before a refund appears.
If you have done all of the above and still have not received your refund, email us at hello@getbrightbite.com and we will provide you with the transaction reference.
5. Exchanges
We do not offer direct exchanges. If you would like a different item, please make a claim under this policy for the item you have, and place a new order for the item you want.
6. Lost or Undelivered Parcels
If the carrier's tracking has not updated for 10 consecutive business days, or your parcel has not arrived within the estimated delivery window, email us at hello@getbrightbite.com with your order number and we will open an investigation with the carrier.
If the carrier confirms that your parcel has been lost in transit, we will send you a replacement free of charge or refund you in full, at your choice.
Please note that we are not responsible for parcels that the carrier records as delivered but which are subsequently lost, stolen, or misplaced at the delivery address, nor for parcels that are undeliverable because an incorrect or incomplete address was provided at checkout. Where a parcel is returned to us as undeliverable due to an address error, we can reship it once you have paid a new shipping fee.
7. Abuse of This Policy
We offer our 60-Day Guarantee in good faith and expect it to be used in good faith. We reserve the right to refuse a refund, to decline future orders, or to close a customer account where we identify:
- Repeated or excessive claims across multiple orders;
- Claims made in relation to products that were not purchased from us;
- Returns of products that are not ours, are empty, or are substituted;
- Any attempt to obtain a refund by deception.
8. Your Statutory Rights
Nothing in this policy is intended to limit or exclude any right you have under the consumer protection laws that apply where you live. Where a mandatory legal right conflicts with a term of this policy, that legal right prevails.
9. Contact Us
All cancellation, return, and refund requests must be sent by email to:
hello@getbrightbite.com
Please include your order number in every message so that we can assist you quickly. We reply to all enquiries within 24 hours, Monday to Saturday.