Last Updated: 10 September 2026
This Compliance & Dispute Resolution Policy explains how Brightano (“Brightano,” “we,” “us,” or “our”), operated by [Company Name], manages legal compliance, customer complaints, disputes, and resolution procedures related to the use of our website, products, and services.
Our goal is to ensure transparent, fair, and lawful handling of all concerns in accordance with Estonian law and applicable European Union consumer protection standards.
1. Regulatory Compliance
1.1 GDPR & Data Protection Compliance
We comply with the EU General Data Protection Regulation (GDPR) and relevant Estonian data protection laws by:
- Collecting and processing only the data necessary to provide our services
- Maintaining secure data storage and access controls
- Ensuring transparency regarding how personal data is used
- Providing customers with rights of access, correction, deletion, and objection
Full details are available in our Privacy Policy.
1.2 E-commerce & Consumer Protection Compliance
We operate in accordance with:
- EU Consumer Rights Directive (2011/83/EU)
- Estonian Consumer Protection Act (Tarbijakaitseseadus)
- E-commerce Directive (2000/31/EC)
This includes:
- Providing clear product information
- Offering 14-day return rights for eligible physical goods
- Transparent pricing and checkout processes
- Clear refund and cancellation procedures
1.3 Payment & Financial Compliance
Payments are processed by secure third-party providers.We comply with:
- PCI-DSS security standards (via our processors)
- Estonian AML/CFT regulations where applicable
- EU payment security and strong customer authentication (SCA)
We never store full card information.
2. Reporting Violations or Compliance Concerns
Customers may report:
- Incorrect or misleading product information
- Suspected fraud or unauthorized activity
- Privacy or data usage concerns
- Safety issues related to products
- Violations of our Terms & Conditions
Reports should be sent to: info@brightano.com
We review compliance concerns within 5–10 business days, depending on complexity.
3. Customer Complaint Procedure
If you have an issue with your order, service experience, or interaction with our website, please follow the steps below:
Step 1 — Contact Customer Support
Send an email to info@brightano.com with:
- Order number
- Description of the issue
- Supporting evidence (photos, screenshots, etc.)
We aim to respond within 48 hours on business days.
Step 2 — Internal Review
Our support team will investigate the matter, which may include:
- Inspecting returned items
- Reviewing order history and communications
- Consulting with logistics or service partners
- Assessing compliance with the Refund & Returns Policy
A resolution is typically provided within 7 business days.
Step 3 — Resolution Options
Depending on eligibility and the nature of the issue, resolutions may include:
- Repair or replacement
- Partial or full refund
- Store credit
- Denial of claim (with explanation)
4. Dispute Resolution Process
If a customer is unsatisfied with the outcome of the complaint review, they may escalate the dispute.
4.1 Internal Escalation
You may request that your case be reviewed by a senior representative by emailing: info@brightano.com
Subject line: “DISPUTE ESCALATION, quoting your order number”
Your case will be re-evaluated, and a final internal decision will be issued within 10 business days.
5. Alternative Dispute Resolution (ADR)
If you disagree with our final decision, you may use EU Alternative Dispute Resolution bodies.
5.1 Estonian Consumer Disputes Committee (Tarbijavaidluste Komisjon)
Consumers in the EU may submit a complaint to: Consumer Disputes Committee (TTJA)Website: https://komisjon.ee
This body is independent, impartial, and free to use.
6. Court Jurisdiction
If a dispute cannot be resolved through internal or alternative resolution channels, the matter may be brought before:
The Harju County Court (Harju Maakohus), Tallinn, EstoniaJurisdiction is based on Estonian law unless otherwise required by EU consumer law.
7. Fraud, Abuse & Non-Compliance
Brightano reserves the right to:
- Deny refunds or services in cases of fraud or misuse
- Limit returns for repeated claims inconsistent with normal use
- Suspend accounts engaged in abusive or unlawful behavior
- Submitting false claims
- Misusing the return policy
- Threats or harassment of support staff
- Unauthorized resale or exploitation of our products/services
8. Updates to This Policy
We may update this Compliance & Dispute Resolution Policy periodically. All changes take effect immediately upon being posted on our website.
The “Last Updated” date reflects the most recent revision.
9. Contact Information
For compliance, disputes, or legal inquiries, please contact:
[Company Name]Company Number: [Company Number]Email: info@brightano.com
Address: [Registered Address]