Returns, Refunds & Buyer Protection

How returns work on the Brhan marketplace, and how Brhan protects your purchase.

Brhan Buyer Protection

Shop with confidence. If your order doesn’t arrive, arrives damaged, or is not as described, Brhan will help resolve it.

Every eligible order is protected for up to US$100. If a covered issue isn’t resolved with the seller, Brhan will make it right — up to that amount per order.

What Buyer Protection covers

You can open a Buyer Protection claim if:

  • your item was not received,
  • you received the wrong item,
  • your item is significantly different from its listing, or
  • your item arrived damaged (photo proof required).

What it does not cover

  • a change of mind — the 30-day return right below covers that instead,
  • the wrong size ordered when the size guide was clear — again, return it within 30 days,
  • custom or personalized items, unless the seller made a clear mistake, and
  • perishable food and spices after delivery, unless damaged, unsafe, or not as described.

30-day returns

Every seller on Brhan accepts returns for 30 days from the day your order is delivered. You do not need a reason — a change of mind is enough. This is a marketplace-wide minimum that applies to every shop on Brhan, and individual sellers may choose to be more generous.

  • The item must come back unused and in its original condition, with any tags and packaging.
  • Returns are sent by post, and you pay the return postage. We do not include a prepaid return label.
  • There is no restocking fee — you get the full item price back.
  • We do not offer exchanges. Return the item for a refund and place a new order instead.

To start a return, email [email protected] with your order number within the 30 days and we will confirm the return address for that seller.

Two kinds of item cannot be returned for a change of mind, because they cannot be resold: custom or personalized pieces made specifically for you, and perishable food and spices once delivered. Buyer Protection above still covers these in full if they never arrive, arrive damaged, or are not as described.

How a Buyer Protection claim works

Step 1: Contact the seller first

Report the issue to the seller through the order chat within 3–7 days of delivery (or of the expected delivery date if the item never arrived). Most issues are resolved fastest directly with the seller.

Step 2: Open a claim with Brhan

If the seller doesn’t resolve it, email [email protected] with your order number and evidence — photos (required for damaged items), tracking, and a short description of the problem.

Step 3: Brhan reviews and decides

We review the evidence, tracking, and the seller’s response, then decide the outcome: a refund, a replacement, a partial refund, or — where a claim isn’t covered — a decline with an explanation.

Step 4: Sellers are accountable

Where the seller caused the problem — no shipment, a wrong or misleading listing, invalid tracking, or poor packaging that led to damage — the seller is responsible for the resolution.

Refunds

Approved refunds go back to your original payment method within 10 days of your return arriving with the seller, or of us approving a Buyer Protection claim. Exactly when it shows on your statement can depend on your bank or card provider.

Your consumer rights

Buyer Protection is in addition to your legal rights. When you buy from a business seller, New Zealand’s Consumer Guarantees Act may give you further rights to a repair, replacement, or refund when goods have problems. These rights are not affected by this policy.

Need help?

Contact our support team at [email protected]. See also our Shipping & Delivery and Contact pages.