Effective Date: March 1, 2026 | Last Updated: March 5, 2026
Every Purchase is Protected
Shop with confidence. If something goes wrong, we’ve got you covered.
1. What Is Buyer Protection?
Brusite’s Buyer Protection is a programme designed to give you peace of mind when shopping for Brunei products internationally. It covers every eligible purchase made through our platform.
2. You Are Protected When:
Item Not Received
If your order doesn’t arrive within the estimated delivery window plus 15 business days, you can file a claim for a full refund including shipping costs.
Item Not As Described
If the item you receive is materially different from the seller’s listing (wrong item, missing parts, significant defects not disclosed), you’re entitled to a full or partial refund.
Item Damaged in Transit
If your item arrives damaged due to shipping, provide photos within 7 days of delivery and receive a full refund.
Failed Quality Inspection
Before we ship internationally, every item is inspected at BruSite Storage. If an item fails inspection, you are automatically notified and receive a full refund without needing to file a claim.
3. How to File a Claim
- Navigate to My Orders in your account.
- Select the affected order and click “Report a Problem”.
- Choose the issue type and provide evidence (photos, description).
- Our team reviews claims within 2–3 business days.
- Approved refunds are processed within 5–7 business days.
4. Claim Deadlines
| Issue | Deadline |
|---|---|
| Item not received | 30 days after estimated delivery |
| Item not as described | 14 days after delivery |
| Item damaged in transit | 7 days after delivery |
5. What’s Not Covered
- Change of mind or buyer’s remorse
- Items accurately described by the seller (even if you’re not satisfied with the quality)
- Items confiscated or destroyed by customs
- Delivery delays caused by customs processing
- Items purchased outside the Brusite platform
- Minor cosmetic differences from listing photos
6. Resolution Process
We aim to resolve disputes fairly:
- Mediation: We first attempt to mediate between buyer and seller.
- Evidence Review: Both parties may submit evidence.
- Decision: Brusite makes a final, binding decision based on our policies and the evidence provided.
7. Contact
Questions about Buyer Protection? Contact us at hello@brusite.com.