RETURN & REJECTED GOODS POLICY

Effective Date: 17 August 2026
Last Updated: 17 August 2026

Bright Eagle Graphic Creations is committed to supplying customers with products that correspond with their orders and are of acceptable quality.

This Return & Rejected Goods Policy explains when products purchased from Bright Eagle Graphic Creations may be returned, rejected, replaced, repaired or refunded, and the procedure customers should follow when there is a problem with an order.

This Policy applies to products purchased through our website, including products supplied directly by Bright Eagle Graphic Creations and, where applicable, products fulfilled through third-party suppliers.

Nothing in this Policy is intended to exclude or restrict any consumer right or legal remedy that cannot lawfully be excluded or restricted under applicable law.

1. WHEN YOU MAY REQUEST A RETURN OR REPLACEMENT

A customer may contact us regarding a return, replacement or other remedy where a product:

Is materially defective;
Arrives damaged;
Is materially different from the product ordered;
Is the wrong product or variation;
Is missing essential components or accessories that were included in the order;
Does not reasonably correspond with its description or agreed specifications;
Has a manufacturing or production defect;
Is otherwise supplied in circumstances where a return or other remedy is required by applicable law.

We will assess each case based on the circumstances of the order, the condition of the product and the applicable legal requirements.

2. INSPECT YOUR ORDER UPON DELIVERY

Customers are encouraged to inspect their order as soon as reasonably possible after receiving it.

Please check:

Product type;
Quantity;
Size or variation;
Colour where relevant;
Packaging;
Visible damage;
Accessories or components;
General condition of the product.

If there is an obvious problem, please contact us promptly rather than continuing to use the product.

Prompt notification allows us to investigate and resolve problems more efficiently.

3. DAMAGED GOODS

If an item arrives visibly damaged, please contact us as soon as reasonably possible.

Where practical, customers should provide:

Order number;
Customer name;
Description of the damage;
Photographs of the product;
Photographs of the packaging;
Photographs showing the shipping label where applicable;
Any relevant communication from the delivery provider.

The information may be used to determine whether the damage occurred before delivery, during transportation or after the product came into the customer’s possession.

Depending on the circumstances, we may offer:

Replacement;
Repair;
Refund;
Partial refund where appropriate;
Another appropriate remedy.

4. WRONG ITEM OR INCORRECT ORDER

If you receive an item that is materially different from what you ordered, please contact us.

Examples include:

Wrong product;
Wrong size;
Wrong variation;
Wrong quantity;
Incorrect colour where a specific colour was ordered and the difference is material;
Missing components;
Product supplied contrary to the agreed specifications.

Where the error is attributable to Bright Eagle Graphic Creations or the relevant fulfillment process, we will work with the customer to arrange an appropriate remedy.

5. DEFECTIVE PRODUCTS

If a product develops a defect or arrives with a defect that was not caused by misuse, accidental damage or improper handling, contact us with details of the problem.

Depending on the nature of the defect and the circumstances, we may provide:
Repair;
Replacement;
Refund;
Partial refund;
Another remedy permitted by applicable law.

We may request photographs, videos or other information to help determine the nature and cause of the defect.

Where necessary, we may ask the customer to return the product for inspection.

6. PRODUCTS DAMAGED THROUGH MISUSE

A return, replacement or refund may not be available where the problem resulted from the customer’s:

Misuse;
Negligence;
Accidental damage;
Improper installation;
Improper storage;
Failure to follow supplied instructions;
Unauthorized modification;
Normal wear and tear;
Use contrary to the manufacturer’s instructions;
Use for a purpose for which the product was not reasonably intended.

This does not affect any rights the customer may have where applicable law provides otherwise.

7. CHANGE-OF-MIND RETURNS

For ordinary, non-customized products, we may consider a change-of-mind return where the product is unused, in its original condition and suitable for resale.

However, change-of-mind returns are not automatically guaranteed and may be subject to the product category, supplier conditions, shipping costs and applicable law.

Customers should contact us before sending anything back.

Where a change-of-mind return is accepted, the customer may be responsible for reasonable return shipping or other costs that are not caused by an error or defect on our part.

8. CUSTOMIZED, PERSONALIZED AND PRINTED PRODUCTS

Because Bright Eagle Graphic Creations provides custom graphic design, printing, branding, packaging and other personalized services, certain products are produced specifically according to a customer’s instructions.

Examples include:

Business cards;
Brochures;
Flyers;
Banners;
Signage;
Packaging;
Branded materials;
Customized promotional materials;
Custom artwork;
Personalized products;
Other products manufactured or printed specifically for a customer.

These products generally cannot be returned merely because the customer has changed their mind after production has begun or the customized product has been correctly produced according to the approved specifications.

However, this does not prevent a customer from seeking an appropriate remedy where the product is defective, materially incorrect, materially different from the agreed specifications or otherwise covered by applicable consumer rights.

9. CUSTOMER-APPROVED ARTWORK

For customized printing and production, the customer may be required to approve artwork before production.

Customers are responsible for carefully checking approved artwork for:

Spelling;
Names;
Telephone numbers;
Email addresses;
Website addresses;
Dates;
Prices;
Measurements;
Images;
Logos;
Colours;
Other information.

Where the final product has been produced according to artwork that the customer approved, Bright Eagle Graphic Creations will generally not be responsible for errors that were present in the approved artwork and could reasonably have been identified before production.

This does not apply where the error was introduced by Bright Eagle Graphic Creations after the customer’s approval.

10. COLOUR AND PRINTING VARIATIONS

Printed colours may vary slightly from colours displayed on a customer’s computer, mobile phone or other screen.

This may result from:

Screen calibration;
Different display technologies;
Printing processes;
Paper or substrate;
Ink or toner;
Lighting conditions;
Finishing processes.

Minor variations that are inherent in ordinary commercial printing are not necessarily considered defects.

Where exact colour matching is important, customers should discuss colour requirements with us before approving production.

11. CUSTOM DESIGN SERVICES

Design services are different from ordinary physical products.

Once a design project has commenced, cancellation or refund may depend on:

Work already completed;
Number of concepts prepared;
Revisions already undertaken;
Time spent on the project;
Whether final artwork has been approved;
Whether production has commenced;
Other project-specific circumstances.

Where a customer has paid for a design service and work has already been performed, we may retain an appropriate amount corresponding to work already completed, subject to applicable law and the terms agreed for that project.

12. THIRD-PARTY SUPPLIED PRODUCTS

Some products available through our online shop may be sourced from third-party suppliers or fulfillment partners.

Where a problem occurs with such a product, Bright Eagle Graphic Creations will reasonably assist the customer in communicating with the relevant supplier or fulfillment provider where necessary.

The customer’s available remedy may depend on:

The nature of the problem;
Supplier policies;
Shipping arrangements;
Product warranty;
Whether the product is defective;
Whether the wrong product was supplied;
Applicable law.

We will not simply direct a customer to a third party and refuse to assist where the matter concerns an order placed with Bright Eagle Graphic Creations. We will make reasonable efforts to facilitate a resolution.

13. INTERNATIONAL ORDERS

International orders may be subject to additional complications, including:

Customs procedures;
Import restrictions;
International shipping delays;
Customs duties;
Import taxes;
Courier charges;
Local regulatory requirements.

Where a return is approved for an international order, the method and cost of return shipping will depend on the reason for the return and the applicable circumstances.

Where the product is defective, incorrect or otherwise supplied contrary to the agreed order, Bright Eagle Graphic Creations will assess the appropriate remedy fairly and in accordance with applicable law.

14. RETURN SHIPPING

Customers should not send a product back without first contacting us and receiving return instructions.

Where a return is authorized, we will advise the customer:

Where to send the product;
How it should be packaged;
Whether a return reference is required;
Which party is responsible for return shipping;
Any other information necessary to process the return.

Where the return is due to our error, a defective product or another circumstance for which we are responsible, we will determine an appropriate arrangement for the return shipping in accordance with applicable law.

Where a return is accepted solely as a discretionary change-of-mind return, the customer may be responsible for reasonable return shipping costs.

15. CONDITION OF RETURNED PRODUCTS

Where a return is authorized, customers should return the product in substantially the condition in which it was received, taking reasonable care of it.

Where applicable, customers should include:

Original packaging;
Accessories;
Manuals;
Components;
Labels;
Other items supplied with the product.

A customer should not deliberately damage, modify or materially alter a product after discovering a problem.

Nothing in this section limits a customer’s rights where the nature of the defect or problem reasonably requires the product to be used or inspected.

16. REFUNDS

Where a refund is approved, the amount refunded will generally correspond to the amount properly refundable under the circumstances.

Depending on the situation, the remedy may be:

Full refund;
Partial refund;
Replacement;
Repair;
Store credit where appropriate and agreed;
Another remedy permitted by applicable law.

Where a payment was made through a third-party payment provider, the refund may be processed through the same or an appropriate payment channel.

The time taken for the funds to appear in the customer’s account may depend on the payment provider or financial institution.

17. REFUNDS FOR SHIPPING COSTS

Where an order is returned because of an error attributable to Bright Eagle Graphic Creations, or because the product is defective or otherwise requires a remedy under applicable law, we will assess the applicable shipping costs as part of resolving the matter.

Where a return is accepted solely as a discretionary change-of-mind return, original or return shipping costs may not be refundable unless otherwise required by law or expressly agreed.

18. PARTIAL REFUNDS

A partial refund may be considered where:

A product has a minor defect that does not justify complete rejection;
A customer agrees to retain an item with a minor issue;
Part of an order is defective or incorrect;
A price adjustment is appropriate;
Another remedy is more appropriate than a full replacement.

Any partial refund will be discussed with the customer before being finalized where reasonably practicable.

19. REJECTED GOODS

A customer should not simply refuse a delivery without reasonable grounds.

Where goods are genuinely damaged, materially incorrect or otherwise defective upon delivery, the customer should notify us promptly and provide the relevant information.

Where the customer has a valid right to reject goods, the rejection will be handled in accordance with applicable law and the circumstances of the transaction.

Where a customer refuses delivery for reasons unrelated to a legitimate defect, error or other valid basis, additional shipping, storage, return or handling costs may arise.

20. GOODS REFUSED OR RETURNED WITHOUT AUTHORIZATION

If a customer returns or refuses goods without first contacting us, we may need additional time to identify the order and determine the reason for the return.

Unauthorized returns may delay resolution.

Customers should therefore contact us before returning products whenever reasonably possible.

21. MISSING OR INCOMPLETE ORDERS

If your order arrives with an item or component missing, contact us promptly.

We may request:

Order number;
Photographs of the package;
Delivery documentation;
Description of the missing item;
Other information necessary to investigate the matter.

Where we establish that an item was incorrectly omitted from the order, we will arrange an appropriate remedy.

22. DELIVERY DAMAGE AND COURIER HANDLING

Where an order is delivered by a courier or other delivery provider, customers should inspect the package where reasonably possible.

If the packaging is visibly damaged, customers are encouraged to document the condition before opening it.

This may include taking photographs or video of:

The package as received;
Shipping labels;
Visible damage;
The contents after opening.

Such evidence can assist in resolving claims involving shipping damage.

23. RETURN TIME FRAMES

Customers should notify Bright Eagle Graphic Creations of any problem as soon as reasonably possible after discovering it.

For obvious damage, shortages or incorrect products, prompt notification is particularly important.

Where a specific return or warranty period applies to a particular product, that period may be stated on the product page, order confirmation, invoice, warranty documentation or other applicable agreement.

Nothing in this Policy is intended to shorten a mandatory legal period or remove a consumer remedy provided by applicable law.

24. HOW TO REQUEST A RETURN OR REJECT GOODS

To request a return, replacement, refund or other remedy, contact us using the details below.

Please provide:

Full name;
Order number or invoice number;
Product name;
Date of purchase;
Description of the problem;
Photographs or video where relevant;
Preferred remedy, where appropriate.

Email: info@brighteaglegc.co.ke
Phone / WhatsApp: +254 716 369 892

We may request additional information where necessary to assess the claim.

25. INSPECTION OF RETURNED GOODS

Where necessary, Bright Eagle Graphic Creations may inspect a returned product before determining the final remedy.

Inspection may be necessary to establish:

Whether a defect exists;
Whether the correct product was supplied;
Whether damage occurred before or after delivery;
Whether the product corresponds with the order;
Whether the product has been misused;
Whether a manufacturing or production fault exists.

Inspection does not automatically mean that a customer’s claim will be rejected.

26. PRODUCTS WITH MANUFACTURER WARRANTIES

Some products may carry a manufacturer’s warranty.

Where applicable, the manufacturer or authorized distributor may be responsible for certain warranty claims.

Bright Eagle Graphic Creations may assist the customer in facilitating a warranty claim where reasonably possible.

Manufacturer warranty terms do not replace any mandatory rights available to the customer under applicable law.

27. DIGITAL PRODUCTS AND SERVICES

Where Bright Eagle Graphic Creations offers digital products, downloadable files or digital services, return rights may differ from physical products because the nature of the product means it may not be possible to physically return it.

The applicable conditions will be communicated at the time of purchase or within the relevant product/service terms.

Where a digital product is defective, corrupted, inaccessible or materially different from what was purchased, the customer should contact us so that we can investigate and provide an appropriate remedy where applicable.

28. FRAUDULENT OR ABUSIVE RETURN CLAIMS

We reserve the right to investigate suspected fraudulent or abusive return activity.

Examples may include:

Repeatedly claiming that correctly supplied products were defective without reasonable evidence;
Returning a different product from the one supplied;
Deliberately damaging products;
Attempting to obtain multiple refunds for one purchase;
Providing false information;
Using a product and subsequently attempting to return it as unused;
Other conduct intended to obtain a refund or replacement improperly.

Where there are reasonable grounds to suspect fraud or abuse, we may investigate the matter and take appropriate action consistent with applicable law.

This provision does not prevent legitimate customers from exercising their lawful rights.

29. NO WAIVER OF LEGAL RIGHTS

This Policy is intended to establish a fair and practical procedure for dealing with returns and rejected goods.

Nothing in this Policy is intended to:

Remove a right that cannot legally be removed;
Exclude an implied warranty or condition that applies under law;
Prevent a customer from exercising a lawful remedy;
Restrict a customer’s statutory consumer protections.

Where applicable law provides a customer with a greater right or remedy than this Policy, the applicable legal requirement will prevail.

Kenya’s Consumer Protection Act provides, among other things, that suppliers are deemed to warrant that goods or services supplied under a consumer agreement are of reasonably merchantable quality, and it prevents contractual terms from improperly negating certain implied warranties.

30. DISPUTE RESOLUTION

We encourage customers to contact us first so that we can attempt to resolve return, replacement or refund issues amicably.

When contacting us, please provide the relevant order information and details of the issue.

We will review the matter and communicate the available resolution.

If the matter cannot be resolved through communication, the parties may pursue any dispute-resolution mechanism or legal remedy available under applicable Kenyan law.

31. CHANGES TO THIS POLICY

Bright Eagle Graphic Creations may update this Return & Rejected Goods Policy from time to time to reflect:

Changes to our products;

Changes to our suppliers;

Changes to our shipping arrangements;

Changes to our return procedures;

Changes to our website;

Changes in applicable law;

Changes in our business operations.

The updated version will be published on this page with a revised “Last Updated” date.

32. CONTACT US

For all return, rejected-goods, replacement and refund enquiries:

Bright Eagle Graphic Creations
Email: info@brighteaglegc.co.ke
Phone / WhatsApp: +254 716 369 892
Postal Code: 00519 – Mlolongo, Machakos, Kenya
Website: brighteagc.co.ke

CUSTOMER NOTICE

Before returning any product, please contact Bright Eagle Graphic Creations first.

Do not send products to an address obtained from an old invoice, supplier, courier or third party unless we have specifically instructed you to do so.

This helps us identify the order, provide the correct return instructions and process your claim efficiently.