Revised: 26 September 2026
Application: new orders after this version is published and presented to the customer. Existing orders retain the conditions accepted when ordered.
Operator: BRIGHTON AI HOLDINGS PTY LTD
ABN: 67 692 023 135 / ACN: 692 023 135
Address: Level 19, 144 Edward St, Brisbane City QLD 4000, Australia
Contact: FROMKO in-app customer support or info@brightongroup.ai
1. Principles
This policy applies to ordinary agency orders. Separate event, partner and direct-sale products also follow their disclosed seller and specific return conditions. Voluntary change-of-mind rules are distinguished from statutory remedies for faults, incorrect supply and deficient services.
Non-excludable rights and Company obligations under the Australian Consumer Law and mandatory consumer laws applicable to the customer's residence, delivery destination or transaction are preserved. Describing a transaction as purchasing agency, or referring to a retailer's or carrier's terms, does not remove any responsibility the Company actually has as a seller or supplier. Depending on the problem and applicable law, remedies may include repair, replacement, repeat performance, refund or compensation. The Company does not categorically require customers to resolve its responsibilities directly with a retailer or carrier.
2. Before retailer ordering
Cancellation may be requested through support or email. If cancelled before the Company places the Korean retailer order, the full payment, including the product price and agency fee, is refunded. The actual retailer-order stage, not merely a payment-complete status, determines the stage.
3. After retailer ordering and before international dispatch
Change-of-mind cancellation or return is assisted where the retailer and applicable law allow. Availability, deadlines and expected deductions are explained first. Placement of a retailer order does not categorically prevent every refund.
Deductions are limited to lawful, reasonable retailer cancellation fees, return transport and similar costs disclosed before ordering, actually incurred and not recoverable. Deduction for a completed paid service requires advance disclosure of its scope, price and cancellation settlement. The entire agency fee is not automatically forfeited, and unprovided services are not deducted. Profit embedded in the product price, general overhead, expected profit and arbitrary penalties are not separate cancellation charges. Costs are not deducted twice. Reasons and amounts are itemised.
4. Change of mind after international dispatch
Returns for a selected option or size error or changed preference may be restricted, subject to retailer acceptance and legal rights. If permitted, the deadline, product and accessory conditions, return address and actual round-trip transport or clearance costs are explained in advance. A fault, misleading description or incorrect delivery is not treated as change of mind.
5. Faults, incorrect supply, non-delivery and service problems
If goods or services fail mandatory guarantees, appropriate remedies are provided. Under the Australian Consumer Law, a major goods problem gives a customer a choice of refund or replacement; minor problems follow the required process, such as free rectification within a reasonable time. A missing self-service exchange button does not prevent requesting a statutory replacement through support.
Please provide the order number, problem description and reasonably available photos, video or packaging information. The absence of an unboxing video or original packaging, or failure to meet a particular reporting period, does not automatically defeat a statutory remedy. An expressly promised material quality, including collectible packaging condition, is not categorically dismissed as a mere packaging issue. Reasonable return and remedy costs that the Company must bear are not passed to the customer.
6. Return procedure
Contact support or email for the return address and method before dispatch. An unarranged return may delay identification, but does not itself extinguish statutory rights. Return included accessories, gifts and available packaging. Whether a return can lawfully be required and who pays follow the problem and applicable law.
7. Refund amounts, fees and coupons
If purchasing or supply is impossible for a reason not attributable to the customer, the actual USD payment for the affected product, related agency fee and unprovided services is refunded. Arbitrary fees are not deducted for Company-caused cancellation or statutory remedies.
Partial cancellation uses discounts and costs allocated to the affected item. The allocation shown in the payment breakdown applies; if none is shown, the discount is allocated in proportion to eligible products' pre-coupon prices. Company cancellation or faults that take the remaining order below a free-delivery threshold do not trigger retrospective delivery charges or clawback of agreed discounts.
If a customer-initiated change of mind removes event eligibility, only the settlement disclosed before ordering and lawful actual costs are considered, with an explanation before cancellation is finalised. Free delivery is not automatically converted to a full standard delivery charge or penalty. A free coupon is not refunded in cash; restoration follows its previously disclosed conditions. Paid entitlements remain subject to applicable law and their contract.
Duties, import taxes and card conversion charges not received by the Company follow the relevant institution's refund process. This does not exclude amounts collected by the Company or compensation it legally owes.
8. Unpaid international delivery
The initial deadline for paying international delivery is five days after the payment request and is shown in the order detail. If it remains unpaid, international dispatch is put on hold and the outstanding amount, payment method and support contact are provided again. The order is not automatically cancelled, and the first payment is not automatically refunded in full, solely because five days have passed. A customer needing more time may contact support; the Company explains available options after checking the goods and transport and storage circumstances.
If the customer requests cancellation, the Company checks whether the Korean retailer order has actually been placed, whether a return is possible and which services have been provided, and applies the Cancellation and Refund Policy. Cancellation before retailer ordering receives a full refund. After ordering, only lawful, reasonable costs disclosed before the order, actually incurred and not recoverable may be settled. Reasons and amounts are explained before cancellation is finalised, and unprovided service charges are refunded. Non-payment of delivery does not automatically forfeit the product payment or agency fee.
If the customer still does not respond, the Company gives a final notice explaining the dispatch hold, available options such as payment and resuming delivery or reviewing a return, and a reasonable response deadline. Any storage fee requires advance information and agreement about its start date, rate and conditions; arbitrary retrospective charges are not imposed. Goods are not disposed of or treated as abandoned without the required notices and lawful procedure.
When the disclosed delivery charge is paid, the Company checks current dispatch availability and resumes shipping. If transport conditions or the confirmed delivery charge need to change during the hold, the reason and revised amount require prior information and approval. A zero delivery charge under free delivery is not treated as unpaid delivery. This rule does not restrict cancellation or refund rights for the Company's inability to purchase or supply, Company fault or mandatory consumer rights.
This condition applies only to new orders where the revision is disclosed before ordering and accepted by the customer. Previously promised cancellation and refund conditions for existing orders are not retrospectively changed to the customer's disadvantage.
9. Method and timing
Refunds are made to the original payment method unless the customer expressly agrees otherwise. An approved refund is normally initiated within 5–10 business days, or sooner if required by applicable law. Bank or card posting times may differ. A delay is explained with an expected timetable.
10. Contact and review
Contact in-app support or info@brightongroup.ai with the order number, issue and requested outcome. A customer may request human review of AI guidance or an automated decision. Access to consumer authorities and competent courts is not restricted.
