Following UK Government advice, all our BrightHouse stores remain closed and this has impacted some of our services temporarily. In the meantime, we want to re-assure you that at this difficult time we are doing everything we can to ensure that you are supported.

Servicing, warranties and insurance claims will continue to be provided by the logistics and engineering business operated by CTL until further notice. If you are a BrightHouse customer, you can speak to one of our colleagues by calling your local store.

Our policy in respect to engaging with BrightHouse customers has changed in response to COVID-19. Further details can be found at

Returns and Cancellations

Returns & Cancellations - FAQs

It's OK To Change Your Mind

When you make a big purchase for your home, it's important to get it right.
That's why we've made it easy to return products, cancel orders and arrange upgrades, so you can shop with confidence.

No-quibble Returns

We know circumstances can change and that you may decide you no longer want your product.
That's why, we'll accept a return at any time during your agreement with no further payments to be made, subject to product condition as the agreement.

Changing Your Mind

There's no charge to return your product in the first two weeks.
Our 14-day cooling off period means you can return any product to store at no charge and receive any payments made during the two weeks.
If you're outside the two weeks, no problem. You can still return the product but any payments made will not be refunded.

Cancelling Orders

If you don't want to go ahead with your purchase after all, that's ok. Simply call your store to cancel an order.


You can upgrade your product at any time during your agreement.
If you'd like to get your hands on the latest version of your product, or there's an updated model that would suit your needs better, you can upgrade any time during your agreement.
We'll need to make a couple of credit and affordability checks before you can request an upgrade, so pop into store to find out your options.

Yes, you can return your product as long as the payments are up-to-date and the product is in good working order.

There is no fee for returning your product.

If you return your product within 14 days of signing the agreement, or do not take receipt of the product, you will be provided with a full refund. Refunds are not provided after 14 days if you have received delivery of the product, but you are still eligible to return the product with no further payments from you.