Refund & Cancellation Policy
Hidden Brilliance wants customers to feel confident when purchasing from us. Because many of our merchandise products are produced specifically for each order, our refund, return, exchange, and cancellation practices reflect the nature of made-to-order production.
Effective Date: September 14, 2026
Order Cancellations and Changes
If you need to cancel or change an order, contact support@hiddenbrilliance.net as soon as possible after placing the order.
We will make reasonable efforts to accommodate your request if production or fulfillment has not begun.
Once an order has entered production or fulfillment, it may no longer be possible to change or cancel it.
Returns and Exchanges
Because many merchandise items are made specifically for each customer, we generally do not accept returns or exchanges due to buyer’s remorse, change of mind, or incorrect size or color selection by the customer.
Please carefully review product descriptions, available colors, sizing information, and order details before completing your purchase.
This policy does not affect any rights you may have under applicable law.
Damaged, Defective, Misprinted, or Incorrect Products
If your product arrives damaged, defective, misprinted, or you receive an incorrect item, please contact: support@hiddenbrilliance.net
Please report the problem within 30 days of receiving your order.
To help us resolve the issue, we may request your order number, a description of the problem, clear photographs showing the product and issue, and photographs of packaging or shipping labels when applicable.
After reviewing the claim, qualifying issues may be resolved through replacement, reprinting, or refund, depending upon the circumstances.
Lost Packages
If your package appears to have been lost in transit, please contact us so we can investigate the shipment with the applicable fulfillment provider or carrier.
Lost-package concerns should generally be reported within 30 days of the estimated delivery date.
Incorrect or Incomplete Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If an order cannot be delivered because the customer supplied an incorrect or incomplete address, additional production or shipping charges may apply if the order must be reproduced or reshipped.
Approved Refunds
When Hidden Brilliance approves a refund, it will generally be issued to the original method of payment.
The time required for the refund to appear in your account may vary depending upon your bank, card issuer, or payment provider.
Contact Us
For cancellations, refunds, damaged products, incorrect products, or other order concerns, contact: support@hiddenbrilliance.net