Refund policy

Returns and Complaints

The right to unilaterally withdraw from the Contract (return of the order) without giving any reason applies to all customers of brightpdrn.eu within 14 days of receiving the shipment. In order for the Customer to exercise the right to unilaterally withdraw from this Contract (return), the Customer must notify the Seller of their decision to withdraw from the contract before the deadline by means of a clear statement sent by post or email, including their full name, address, phone number, fax number, or email address. The request for unilateral withdrawal from the Contract should be sent to the email info@brightpdrn.eu or by post to Ormadea Lab d.o.o., Martićeva ulica 10, 10 000 Zagreb.

The Seller will provide confirmation of receipt of the notice of unilateral withdrawal from the contract to the Customer without delay, via email. All users bear the costs of returning the goods themselves.

After the Customer requests a return, the Seller's staff will contact them and provide instructions for completing the return. In order for the return to be accepted, the returned goods must be unworn, undamaged, and in their original packaging. If the goods are not in the appropriate condition (unworn, undamaged, and in original packaging), the Seller will not be able to accept the return request, and the Customer will have to pay a shipping fee of 4 EUR to have the goods sent back to their home address.

If, upon inspection, the Seller determines that the returned goods are in appropriate condition, the full amount paid by the Customer will be refunded to the bank account or credit card used for payment, or by the same method the Customer used to make the payment, no later than 14 days from the receipt of the decision to unilaterally withdraw from the contract. The Seller may only process the refund after the goods have been returned. It is considered that the Customer has fulfilled their obligation on time if the goods are sent or delivered to the Seller, or to a person authorized by the Seller, before the above-mentioned deadline. All items can be returned by the Customer to the brightpdrn store, Martićeva ulica 10, Zagreb, 10000, after an approved return request.

The Customer undertakes to return the goods within two business days of the approval of the return request.

If, after 20 days from placing the order, you have not received any information about the status of the order or its delivery, please contact info@brightpdrn.eu so that we can take action to locate the shipment or send a replacement.

Online Dispute Resolution
If you have a problem with goods or services purchased online, you can submit a complaint on this platform. The complaint will then be resolved by an independent dispute resolution body.

In case of the need to submit complaints and resolve consumer disputes online, you can use the Online Dispute Resolution Platform (ODR Platform).
You can access the platform and all necessary information via the following link: http://ec.europa.eu/odr.

Notice on How to Submit Consumer Complaints

In accordance with Article 10 of the Consumer Protection Act (Official Gazette no. 41/14), we inform consumers that dissatisfaction with a purchased product or provided service can be expressed by submitting a written complaint, upon which we will promptly confirm receipt of the complaint in writing. Complaints can be sent by post or email to Ormadea Lab d.o.o., Martićeva ulica 10, 10 000 Zagreb or to the email address: info@brightpdrn.eu. The Trader is obliged to respond in writing within 15 days from the date of receipt of the complaint.

Download the complaint form HERE.