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Hassle-Free Return & Refund 
(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. We do not offer refunds for change of mind or incorrect purchases. 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. Please note that returns require prior authorization and approval from our management team. Goods sent back without authorization will not be accepted.

 

2. 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. 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.

 

4. Machines: Please refer to the cleaning process detailed under the product link on our website. Once used, machines are not eligible for refunds or returns. If the machine has been used, is not in its original packaging, or is damaged or missing any parts or accessories, we cannot accept it for a refund or return. For any other faults or issues, you may send the machine to us for inspection via delivery or courier. Please note that the inspection and fault analysis process may take 3-5 working days.

 

5. Machine Repairs: All machines requiring repairs must be booked in through our designated process. Please ensure that all necessary details are provided when booking. Repair Fee: Repair service is charged at a flat rate of R450 p/hour, excluding VAT. This fee covers the initial assessment and repair service. Please note that spare parts are not included in this fee and will be provided based on a formal quotation.

 

6. 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. Please note that you bear the risk of loss or damage during the return shipment.

 

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

 

8. 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).

 

9. Order Policy: Once your online order is processed, finalized, 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.

 

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

 

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

 

12. 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.

Non-Collection

If a customer fails to accept delivery or pick up an order within 30 days of the collection or shipping date, Swisspro Group (Pty) Ltd. t/a Brightpack and Raw Materials will consider the item abandoned. We reserve the right to sell, dispose of, or use the product in any manner we choose.

Damages and 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.

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. Please note that a bank confirmation letter is required before any funds can be refunded.

"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."