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Order Returns & Refunds 
(here is our policy)

Thank you for shopping at Swisspro Group (Pty) Ltd. t/a Bright Packaging & Raw Materials.

 

We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase, the following conditions / terms will outline if you may return/swop or change your product or if you are eligible for a refund:

1. Returns

If you're unsatisfied with your product, please notify us within 7 business days of receiving it at hello@brightpack.co.za. A minimum handling fee of 10% may apply for returns, provided the goods are in their original condition, and packaging, and unopened. Please note that returns require prior authorisation and approval from our management team. Goods sent back without authorisation will not be accepted.

2. Incorrect Order Selections 

Swisspro Group (Pty) Ltd t/a Bright Packaging & Raw Materials is not responsible for incorrect order selections made by customers. If you’ve chosen the wrong size, colour, or quantity for your packaging or raw materials and wish to return the items, a 10% handling fee will apply to the total value of the returned goods. For any questions or concerns regarding your specific item, please reach out to us.

3. Raw Materials Policy

Any raw material such as essential oils, fragrances, butters, cosmeceutical, nutraceutical, beauty and marketing products, special orders, personalised items, special promotions that have been opened or used cannot be returned. 

 

Products supplied will, where applicable, have a minimum remaining shelf life of 60 days from date of dispatch unless otherwise specified

4. Machine Cleaning Requirements

Please refer to the cleaning process detailed under the product link on our website.

5. Equipment Warranty

We offer a 6-month warranty on all of our equipment, effective from the date of purchase. This warranty covers defects in materials (factory faults) or workmanship under normal use and maintenance. In the event of a factory fault or material defect, the service fee for booking the machine will apply, however it will be refunded if the fault is determined to be due to factory defects.

Please note that the warranty does not extend to damage caused by misuse, improper handling, or unauthorised modifications. Proof of purchase is required to process any warranty claims.

6. Machine Refunds and Repairs

  1. Returns & Refunds: Once used, machines are not eligible for refunds or returns. We cannot accept any machine for a refund or return if it has been used, is not in its original packaging, is damaged, or is missing any parts or accessories.
  2. Inspection Process: For any faults or issues, machines may be sent to us via delivery or courier for inspection. Please note that the inspection and fault analysis process may take 3–5 working days.
  3. Service Fee & Warranty: A service fee applies to all machines submitted for inspection or repair. The service fee is refundable if the issue is confirmed to be a manufacturing defect within the 6-month warranty period. The service fee is strictly non-refundable if the machine is received in an excessively dirty or poor condition, including but not limited to: 
    • Filthy or unhygienic condition
    • Filled with product residue
    • Physically abused or heavily damaged
    • In such cases, additional time and effort are required for cleaning and handling, and the service fee will not be refunded under any circumstances.
  4. Repair Booking Process: All machines requiring repairs must be booked in through our designated process. Please ensure that all required details are provided at the time of booking to avoid delays.
  5. Repair Fees: Repairs are charged at a flat rate of R450 per hour (excluding VAT). This fee covers the initial assessment and labour. Spare parts are not included and will be quoted separately for approval before proceeding. Courier, transport, and call-out costs are excluded unless otherwise agreed

7. Machine Terms & Conditions

1. Acceptance of Terms

By reporting a machine fault, requesting servicing, repair, inspection, maintenance, or any related assistance, you acknowledge and agree to these Terms and Conditions before any work is commenced.

No servicing, repair work, inspection, diagnosis, or issue resolution will begin until these Terms and Conditions have been accepted and any applicable fees have been paid.

 

2. Standard Service Fee

A standard service fee of ZAR 450.00 excluding VAT (ZAR 517.50 including VAT) may apply to all machines submitted for servicing, repair, inspection, troubleshooting, cleaning, or maintenance.

This fee covers:

  • Inspection and diagnostics
  • Cleaning
  • Labour
  • General servicing assessment

The applicable service fee must be paid before work commences unless expressly waived in writing by the company.

Additional Parts and Components

The standard service fee covers inspection, cleaning, diagnostics, and labour only. Any additional parts, replacement components, consumables, or accessories required for the optimal functioning or repair of the machine will be charged separately. Customers will be advised of such costs before installation or replacement is carried out.

 

3. Warranty and Manufacturing Defects

Machines are covered by a 6-month warranty strictly for manufacturing defects only. Wear and tear is not included.

3.1 Service Fee Waiver

The standard service fee may be waived upfront only where:

  • The machine was purchased within the last 6 months; and
  • There is a clear and obvious manufacturing defect visible upon inspection or reporting.

3.2 Ambiguous or Unclear Issues

Where the cause of the issue is unclear, uncertain, disputed, or not visibly identifiable as a manufacturing defect:

  • The standard service fee must be paid before work commences.
  • If the issue is later confirmed to be a manufacturing defect covered under warranty, the service fee will be refunded in full.

3.3 Expired Warranty

If the machine was purchased more than 6 months before the date the service request is made:

  • The applicable service fee will apply in full; and
  • The fee is strictly non-refundable under all circumstances.

4. Filthy or Unhygienic Machines

Machines presented in a filthy, unhygienic, contaminated, or excessively dirty condition — including machines covered in product residue, debris, waste, or similar substances — will require payment of the full service fee before any work may commence.

This requirement applies regardless of:

  • The machine’s warranty status; or
  • Whether a manufacturing defect may exist.

The company reserves the right to refuse service on machines deemed unsafe, hazardous, or excessively unhygienic.

 

5. On-Site Call-Out Services

A call-out fee of ZAR 977.50 including VAT applies where a customer specifically requests servicing, inspection, or repair at their premises.

5.1 Call-Out Fee Conditions

  • The call-out fee covers attendance at the customer’s premises only.
  • The call-out fee is strictly non-refundable under all circumstances.
  • The standard service fee of ZAR 517.50 including VAT may still apply separately unless waived due to a confirmed manufacturing defect.

5.2 Filthy Machines On-Site

Where a machine on-site is found to be filthy, unhygienic, or excessively dirty:

  • The service fee must be paid in full before any work will be performed.

6. Service Area Limitations

If a customer is located outside the store’s designated main centre local delivery area, as determined by the applicable BobGo Main Centre Map:

  • On-site servicing or repair will not be available.
  • Customers will be responsible for transporting the machine to the store at their own cost and risk.

The company does not collect or transport machines solely due to customer inconvenience, frustration, or inability to travel.

 

7. Booking-In and Turnaround Time

Machines submitted for service or repair:

  • Must be formally booked in;
  • Must remain in the company’s care until servicing or repairs are completed.

Customers acknowledge and accept that:

  • Services are not performed immediately upon drop-off;
  • “While-you-wait” or instant servicing is not guaranteed or offered;
  • Customers may not supervise, interfere with, or observe technicians while work is being performed.

Estimated turnaround times are not guaranteed and may vary depending on workload, parts availability, and the nature of the fault.

 

8. Collection and Delivery After Service

Once servicing or repairs are completed:

  • Customers are responsible for collecting the machine from the company’s premises at their own cost.

Free return delivery is not provided.

Where delivery back to the customer is requested:

  • A separate delivery fee will apply; and
  • The delivery fee must be paid in full before delivery is arranged.

9. Limitation of Liability

The company shall not be liable for:

  • Delays caused by parts suppliers or third parties;
  • Existing damage, wear and tear, misuse, neglect, or customer-caused faults;
  • Loss of income, production, or business interruption arising from machine downtime.

10. Customer Acknowledgement

By signing below, the customer confirms that they:

  • Have read and understood these Terms and Conditions;
  • Agree to the applicable fees and conditions;
  • Authorise the company to inspect, service, repair, and/or clean the machine as required.

8. Shipping & Handling for Returns

Shipping and handling charges are not included in returns or refunds. You are responsible for covering the shipping costs to return your item, and these costs are nonrefundable. Returned goods remain the customer’s responsibility until received and inspected by Bright Packaging & Raw Materials

9. Refund Eligibility

Only regular priced items may be refunded. Sale items are non-refundable.

10. Defective Products

You can choose between a refund or exchange where goods are defective within 7 business days after the product was supplied to you (please refer to damages and order deviations below).

11. Order Policy

Once your online order is processed, finalised, and paid for, no changes, additions, swaps, or product adjustments can be made. To modify your selection, you'll need to place a new online order. Please note that separate orders cannot be combined for shipping and will be dispatched individually.

12. Ownership of Stock

Stock remains the property of Swisspro Group (Pty) Ltd t/a Bright Packaging & Raw Materials until paid in full. 

13. Gift Card Policy

Gift cards purchased or received from Swisspro Group (Pty) Ltd t/a Bright Packaging & Raw Materials cannot be returned or exchanged for cash.

14. Quotation Validity

All quotations issued by Swisspro Group (Pty) Ltd. t/a Bright Packaging & Raw Materials are valid for 7 calendar days from date of issue unless otherwise stated in writing. Pricing, stock availability, and delivery charges may change thereafter without prior notice.

15. Stock Availability & Cancellations

The provision of goods and services by Swisspro Group (Pty) Ltd. is subject to availability. In cases of unavailability, Swisspro Group (Pty) Ltd. will refund the client in full within 7 working days. Cancellation of orders by the client will attract a 0% administration fee.

16. Non-Collection & Storage Fees

Completed orders will be held for a maximum of 7 calendar days from invoice date unless otherwise agreed in writing.

 

Thereafter, a storage fee of 10% of the order value (excluding VAT) per day will be charged.

 

Storage fees must be settled in full prior to the release or collection of goods.

 

Orders not collected within 30 calendar days from invoice date may be cancelled, resold, disposed of, or otherwise dealt with at the sole discretion of management. Any monies recoverable by Swisspro Group (Pty) Ltd. arising from storage, handling, cancellation, or disposal costs may be deducted from amounts paid by the customer.

17. Damages & Order Deviations

Please inspect your order upon receipt and contact us immediately at hello@brightpack.co.za if the item is defective, damaged, or if you received incorrect products or quantities. This allows us to investigate and resolve the issue promptly. To be eligible for a refund, you must notify us within 7 business days of receiving your parcel; otherwise, refunds will not be considered.
 

Once we receive your formal communication, our team will review the matter and inform you of the outcome. If a return is necessary, we will thoroughly inspect the product and notify you via email within a reasonable time frame whether you qualify for a replacement due to a defect. If eligible, a replacement product will be sent to you.

18. Exceptions / Non-Returnable Items

Unless specified otherwise, a 10% handling fee (exclusive of VAT) may be applied and deducted from the total invoice amount when a refund is processed. Refunds will be issued to the original payment method used for the purchase. For credit card payments and online transactions, please allow 5 to 10 business days for the refund to reflect in your account. Electronic payments will be refunded using the same method. For security and verification purposes, a stamped bank confirmation letter will be required prior to processing EFT refunds.

"Customer care is not just about resolving issues; it's about creating lasting relationships."

"Customer care is not just about resolving issues; it's about creating lasting relationships."
 

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