Effective Date: March 1, 2026 | Last Updated: March 5, 2026
At Brusite, your satisfaction matters. This Refund & Return Policy explains your rights and options if something goes wrong with your order.
Important: Because Brusite is a cross-border proxy shopping service, returns involve international shipping. Please read this policy carefully before placing your order.
1. Buyer Protection Guarantee
Every purchase on Brusite is covered by our Buyer Protection programme. You are eligible for a full or partial refund if:
- The item was not received within the estimated delivery window (plus 15 business days for customs).
- The item is significantly not as described in the listing (wrong item, wrong size, major defects not disclosed).
- The item arrived damaged during shipping (with photographic evidence).
- The item failed our BruSite Storage quality inspection before shipping.
2. Refund Eligibility
| Scenario | Refund | Timeframe to Claim |
|---|---|---|
| Item not received | Full refund (product + shipping) | 30 days after estimated delivery date |
| Item significantly not as described | Full or partial refund | 14 days after delivery |
| Item damaged during shipping | Full refund (product + shipping) | 7 days after delivery |
| Failed BruSite Storage inspection | Full refund | Automatic — we notify you |
| Change of mind / no longer wanted | Not eligible | N/A |
| Minor variations (colour shade, slight size difference) | Not eligible | N/A |
| Customs seizure / import restriction | Not eligible | N/A |
3. How to Request a Refund
- Go to My Orders and select the order in question.
- Click “Request Refund” or contact our support team at hello@brusite.com.
- Provide your order number, a description of the issue, and photo/video evidence if applicable.
- Our team will review your request within 2–3 business days.
- If approved, the refund is processed to your Brusite Pay wallet or original payment method within 5–7 business days.
4. Returns (Sending Items Back)
Due to the international nature of our service:
- Physical returns are generally not required for items under B$50. We may issue a refund based on evidence alone.
- For items over B$50, we may request the item be returned to BruSite Storage. Return shipping costs are borne by the buyer unless the return is due to our error or the seller’s fault.
- Items must be returned in their original condition, unused, and with all tags/packaging.
- Once we receive and inspect the returned item at BruSite Storage, the refund will be processed.
5. Non-Refundable Items
- Perishable goods (food, beverages) once shipped internationally
- Personal hygiene items (opened cosmetics, underwear)
- Digital goods or downloadable content
- Custom-made or personalised items
- Items damaged due to buyer misuse after delivery
- Brusite Pay wallet top-ups (except where required by law)
- Service fees and handling charges
6. Seller Obligations
- Sellers must accurately describe products including condition, size, and any defects.
- If a seller repeatedly sends incorrect or misrepresented items, their account may be suspended.
- Refunds due to seller fault are deducted from the seller’s pending balance.
7. Partial Refunds
We may issue partial refunds when:
- The item is mostly as described but has minor discrepancies.
- You wish to keep the item but at a reduced price.
- Only part of a multi-item order is affected.
8. Contact Us
For refund inquiries: hello@brusite.com or visit Support.