Return policy

1. Minimum order value

Returns will only be processed if the total return order value is €100.00 or higher. Shipments with a lower order value are not eligible for return.

2. Customer error

If the error is on the customer's side and we agree to the return, the customer is responsible for returning the shipment. The return transport costs are borne by the customer.

3. Error by Brilliant

If the error is on Brilliant's side, the items will be credited. The customer will receive further instructions from our customer service.

4. Return after consultation

Returns can only be carried out after prior consultation with Brilliant Group B.V. We kindly request you fill out the return form and send it to us. We will process your request as soon as possible.

5. Time limit for return

Returns must be registered within 8 days of delivery. Shipments reported after this period are not eligible for return. After Brilliant confirms the return, you must promptly send the item(s) to ensure they are received back within 10 business days, otherwise, the right to a credit expires.

6. Special orders

Items that are specially ordered for you cannot be returned. 

7. Restocking fee

If the return is approved, a restocking fee of 20% of the invoice amount will be charged to cover the costs of taking back, inspecting, and reselling the product. Any costs passed on by our suppliers may affect the final return amount.

8. Undamaged items

Only undamaged items in the original packaging are eligible for return. Items that have been modified, opened, or used cannot be returned.

9. Transport damage

Items that are damaged during transport are eligible for return.

10. Exclusions for return

1. Items containing handwritten texts, stickers, names, or tape (even if applied by the customer) or remnants of such modifications, are not accepted for return.
2. Items and/or associated original packaging which contain handwritten texts, names, or tape and/or stickers other than those applied by Brilliant Group B.V. or are damaged, are not accepted for return.
3. Opened or used items including worn clothing and footwear cannot be returned.
4. Materials that have been altered or personalized cannot be returned.

11. Packaging and shipping

Ensure the return shipment is well-packaged, preferably in a box. This prevents damage to the products and ensures they arrive in the same condition as they were sent. The shipment must be delivered carriage paid (postage free); unpaid shipments will be refused.

Important consequences of not complying with this condition:

1. Return shipment will be refused and not processed.
2. No refund or replacement of products for damage or loss during transport.
3. Any extra costs arising from the return process (e.g., return shipment by carrier) are borne by the customer.

12. Return form and documentation

All returns must be accompanied by a completed return form, a fully completed return order (PDF) as well as the packing list with sender details, date, quantities, and a clear description of the items.

Important consequences of not providing correct and complete documentation:

1. Processing of the return will be delayed or cannot occur at all.
2. No refund or replacement of items is possible without the correct information.
3. Incomplete shipments will not be processed and may be sent back at the customer's expense.

13. Warranties

For products that are defective within the warranty period, the provisions of article 8 of the general terms and conditions of Brilliant Group B.V. apply, including the return procedure, repair, replacements, or reimbursements.

Credit and refund

When a return meets the above conditions, a credit for the returned items will be issued. However, this credit will be offset by any restocking fees or any charges imposed by our suppliers.

If you have any questions about the return process, please do not hesitate to contact us. We are ready to assist you and work together towards a solution.