Refund Policy

Overview

At Brusite, we want you to be completely satisfied with your purchase. As a proxy-shopping service connecting you with international sellers, we understand that occasionally things don't go as planned. This policy outlines when and how you can request a refund.

Important: All items pass through our Brusite warehouse for quality inspection before being shipped to you. This extra step ensures authenticity and quality.

Refund Eligibility

Full Refund

Order cancelled before the seller has shipped the item
Item not received and confirmed lost in transit
Item significantly different from the listing description
Counterfeit item sold as genuine
Item arrived damaged due to packaging or shipping

Partial Refund

Item has minor defects not disclosed in the listing
Missing accessories or parts (main item is functional)
Item is usable but not exactly as described

Not Eligible for Refund

Change of mind after the 7-day inspection window
Item damaged by the buyer
Items altered, used, or with removed tags
Disputes filed after the protection period has expired
Delays caused by customs or destination country regulations
Service fees (proxy service fee, domestic shipping fee) — these are non-refundable once the item has been purchased from the seller

Refund Process

1

Submit Request

Go to My Orders → Request Return. Select the reason and upload photos.

2

Review

Our team reviews your request within 1-3 business days.

3

Resolution

We'll approve, partially approve, or escalate for further review.

4

Refund Issued

Refund credited to your wallet or original payment method.

Refund Methods & Timing

Refund Method	Processing Time	Details
Brusite Wallet	3-7 business days	Credited to your wallet after approval. The fastest refund option — use your balance for future purchases.
Local Bank Transfer (Brunei)	3-7 business days	Refunded to your registered Brunei bank account.
International Bank Transfer	7-21 business days	Processing time depends on the destination country and receiving bank. International transfers require additional verification and processing.
Original Payment Method	5-14 business days	Returned to the same payment method used for purchase. Timing depends on your bank or payment provider.

Want a faster refund? Request your refund to your Brusite Wallet — it's the quickest option at 3-7 business days and you can use the balance immediately for new purchases.

International buyers: Bank refunds to overseas accounts take longer due to international transfer processing. For the fastest experience, we recommend using the Brusite Wallet refund option.

Order Cancellation

Order Status	Can Cancel?	Refund
Pending Payment	Yes	Full refund (no charges)
Confirmed / Processing	Maybe	Full refund if seller hasn't shipped yet
Shipped to Warehouse	No	Must wait for delivery and request return
In Transit to Buyer	No	Must wait for delivery and request return

Service Fee Refundability

Fee Type	Refundable?	Condition
Item Price	Yes	Always refunded if return/refund is approved
International Shipping	Yes	Refunded if item was not as described or damaged
Domestic Shipping (JP/US to warehouse)	Partial	Only if seller shipped wrong/defective item
Proxy Service Fee	No	Non-refundable once item has been purchased

Dispute Resolution

If you disagree with a refund decision, you can escalate the dispute:

Message Support: Reply to the return decision via your account dashboard or contact our support team.
Provide Additional Evidence: Upload additional photos, videos, or documentation to support your claim.
Brusite Mediation: Our team will review all evidence and make a final decision within 5-7 business days.

Brusite's decision in the dispute resolution process is final. We always aim to be fair and transparent.

Frequently Asked Questions

You have 7 days after delivery to inspect the item and submit a return/refund request. After this window, buyer protection expires. Refund processing times depend on the method: Brusite Wallet (3-7 business days), local bank transfer (3-7 business days), international bank transfer (7-21 business days), or original payment method (5-14 business days).

Brusite does not offer refunds for change of mind once the item has been shipped. Since we purchase items from international sellers on your behalf, we cannot return them. However, you may resell the item or contact support for options.

If tracking shows the package has not been delivered and it's beyond the estimated delivery window, contact support. We'll investigate with the carrier and issue a full refund if confirmed lost.

For most refund cases (damaged, wrong item, counterfeit), you do not need to return the item due to the international nature of our service. For high-value items, we may request return shipping — in which case Brusite will cover the return shipping cost.