This Refund Policy explains how Brilliant Brand Solutions LLC (“BBS,” “we,” “us,” or “our”) handles refunds, returns, exchanges, and order issues for digital products, audits, services, and custom physical products purchased through brilliantbrandsolutions.com.
By purchasing from us, you acknowledge and agree to this Refund Policy in addition to our Terms of Service.
Digital products include, but are not limited to, downloadable guides, playbooks, toolkits, templates, prompt packs, checklists, educational files, and similar digital resources delivered electronically.
Because digital products are delivered electronically and made available immediately or near-immediately after purchase, all sales of digital products are final. We do not offer refunds, returns, or exchanges once a digital product has been delivered, accessed, downloaded, or emailed.
If you experience a legitimate technical issue that prevents access to a purchased digital product, please contact us within 7 days of purchase. We will make reasonable efforts to restore access, resend files, or otherwise resolve the issue promptly.
Need help accessing your purchase? Email [email protected] or call 513.549.4428.
Audits, consulting, strategy reviews, and related service-based offers require time, analysis, and reserved capacity on our calendar. For that reason, these purchases are handled differently than standard retail transactions.
Once your audit purchase is confirmed and delivery has begun, the sale is considered final. If you purchase an audit and fail to submit the required intake form or requested business information, that does not create eligibility for a refund.
Refunds will not be issued for strategy, consulting, review, or audit work that has already been started, partially completed, or delivered.
If there is an issue with your purchase before any substantive work has begun, contact us as soon as possible at [email protected]. Any accommodation or refund before work begins is at our sole discretion.
All physical items produced by Brilliant Brand Solutions LLC are custom-made, personalized, branded, or ordered specifically for the customer. This includes, but is not limited to, apparel, office merchandise, promotional products, patient experience items, branded giveaways, and custom-printed materials.
Because these items are made specifically for each customer and typically include custom logos, names, branding, or order-specific specifications, all sales of custom and personalized physical products are final. We do not accept returns, exchanges, or cancellations once production has started.
Customers are responsible for reviewing and approving all order details before production, including but not limited to:
Errors submitted by the customer do not qualify for a refund, replacement, or cancellation once production begins.
If a physical product arrives materially damaged or defective due to our error or a production issue, please notify us in writing within 7 days of delivery at [email protected]. Please include your order details, a description of the issue, and clear photos.
If we determine that the issue was caused by a production defect or our error, we may, at our discretion, offer a replacement, repair, credit, or other reasonable resolution.
Refunds will not be issued for any of the following:
If you have a question about a purchase, please contact us first before opening a chargeback or payment dispute. We are happy to review legitimate concerns and work toward a reasonable resolution where appropriate.
Initiating a chargeback after receiving access to digital products, audit materials, downloads, or custom production work may be considered a violation of our Terms of Service. We reserve the right to provide supporting documentation to the payment processor, including proof of delivery, access, downloads, customer approvals, and communication history.
If you place an order through a third-party marketplace or platform, including but not limited to Faire or another approved reseller channel, your order may also be subject to that platform’s applicable policies, procedures, and dispute processes in addition to this Refund Policy.
If you have a question about an order, delivery issue, or potential defect, please contact us using the information below:
Please include your name, order email, order number if available, and a clear description of the issue so we can help you faster.