Refund and Returns Policy

30-day returns

For eligible items, you have 30 calendar days from the date of delivery to start a return request.

• The 30 days are counted from delivery, not from the order or shipping date.
• Some products follow special rules because of hygiene, safety or their nature. See special-condition products.
• Every eligible return gets free authorized return shipping and no restocking fee.

This policy adds to, and does not take away, any rights you have under applicable law.

How to start a return

Every return starts with a return request to Brina. Please don’t mail an item back before your return is authorized.

1. Sign in and open Your Orders to find the order number and the item you want to return.
2. Contact us and choose Return / Refund as the reason. Tell us the order number, the item and quantity, and why you’re returning it. For a damaged, defective or wrong item, we may ask you to send photos.
3. Brina reviews your request with the seller. We may ask for more information.
4. If your return is authorized, we send your return instructions, including a prepaid return label or other authorized return method and the date to ship by.
5. Pack the item and hand it to the carrier within 7 calendar days.
6. The seller inspects the item when it arrives, and the refund is processed as described below.

Important: Use only the return method Brina authorizes, and don’t arrange returns, refunds or exchanges directly with a seller outside Brina. Items sent back without an authorized return may not receive the shipping, tracking and loss protections described in this policy.

Return eligibility

An item can generally be returned if you request the return within 30 days of delivery, it is in returnable condition, and no special-condition rule applies to it.

• Opening or trying an item is fine. Opening an item or reasonably trying it doesn’t make it non-returnable, as long as it’s still in returnable condition. Hygiene, fragrance, intimate-apparel and other special-condition rules still apply.
• Original packaging. Please keep the original packaging and send it back when you can. Missing packaging alone doesn’t make an otherwise valid return ineligible. Where packaging is an important part of the product, its value or its safety, we take that into account.
• Included parts and accessories. Return everything that came with the item, such as chargers, cables, accessories, manuals and other included parts. If something is missing, the return goes to review. The seller can’t simply deduct money for it. Brina decides whether the missing part needs to be returned, whether the return is incomplete in its current state, or whether another fair resolution applies.
• Damage after delivery. If an item arrived in good condition and was later materially damaged, the 30-day policy doesn’t guarantee a full refund. Brina reviews the item’s condition and the available evidence, and the return may be declined if it doesn’t meet this policy.

Free return shipping

For an authorized return, return shipping is free to you. You won’t be charged for the prepaid return label or other return method Brina authorizes.

• Under Brina’s marketplace rules, the seller of the item pays the cost of authorized return shipping.
• Returns go to the seller’s approved return address on file with Brina, which is included in your return instructions. You never need to work out a return address with the seller yourself, and returns are not sent to Brina’s offices.
• Brina doesn’t charge restocking fees, and sellers may not deduct one from an eligible refund.

Refunds

When an eligible return is approved, you receive a refund of the price you paid for the returned item, plus any sales tax charged on it. Tax is refunded or adjusted as the transaction and applicable tax rules require. For example, if you paid $100 for an eligible item and return it as this policy requires, your item refund is $100 plus the sales tax charged on that item.

• Discounts and promotions. If a coupon, promotion or discount applied to your purchase, the refund is based on the amount actually paid for that item. Promotional value isn’t refunded as cash.
• Original shipping on change-of-mind returns. If you return an item because you changed your mind, the original shipping charge is generally not refundable.
• Original shipping when the seller is at fault. If the item was wrong, damaged, defective or materially not as described, the standard shipping charge for that item may also be refunded. Charges for faster or premium shipping are refunded where this policy or the law requires it.
• Only what you return. Refunds apply to the approved item and quantity, never to other items in the same order.
• Refund method. Approved refunds are normally issued to the original payment method used for the order.

Damaged, defective or incorrect items

If an item arrives damaged, doesn’t work, is the wrong item, or is materially different from its description, start a return request and tell us what happened. We may ask for reasonable evidence such as photos.

Depending on the situation, Brina may:

• authorize a return and refund;
• offer a replacement or the correct item, when one is available;
• authorize a refund without asking you to send the item back.

You never pay authorized return shipping for a seller’s mistake. If you’re entitled to a refund, a replacement is offered as an option, not in place of your refund.

Refund without a return: Brina may approve a refund without asking for the item back. This can happen when the item is low in value, badly damaged or broken, or perishable, when return shipping wouldn’t be reasonable, or in other circumstances we review. Brina decides this case by case; customers can’t choose to keep an item and request a refund.

Special-condition products

Some products can’t be returned simply because you changed your mind. For every product below, you’re still protected if the item arrives damaged, is defective, is the wrong item or is materially not as described. Brina reviews those requests under this policy.

Personal care and hygiene products

Once opened, personal-care and hygiene products generally can’t be returned because you changed your mind. Unopened products follow the standard 30-day policy.

Fragrance and perfume

Unopened, sealed fragrance follows the standard 30-day policy. Once a fragrance has been opened or used, change-of-mind returns are generally not accepted, including when you no longer like the scent. Opened fragrance can still be reviewed if it is damaged, defective, the wrong item or materially not as described, or another protected issue applies.

Underwear and intimate apparel

To be returned, underwear and intimate apparel must be unworn and unused, with any tags and hygiene protection still in place.

Food and perishable goods

Food and perishable goods aren’t returned through the standard 30-day process. If one arrives damaged, spoiled, wrong or materially not as described, submit a claim through a return request. We may ask for photos or other reasonable evidence. After review, Brina may approve a refund or another appropriate remedy without asking you to send the product back.

Customized and personalized products

Products made or personalized to your order generally can’t be returned because you changed your mind. We still review them if they arrive damaged or defective, if the seller made a customization error, or if the item is wrong or materially not as described.

Digital products and gift cards

Brina Marketplace doesn’t currently sell digital or downloadable products or gift cards, so this policy doesn’t cover them.

Marketplace seller returns

Every item on Brina is sold by an independent seller, and this policy applies to all of them.

• A seller may add return information that is specific to a product. A seller’s own rules can never reduce the protections in this policy or replace the 30-day eligible-return policy with a weaker one. If they conflict, this policy applies, subject to applicable law.
• Each seller keeps a valid return address with Brina and is responsible for its own merchandise, the authorized return shipping, the refund, and inspecting its returns.
• A valid refund isn’t held back because of the state of a seller’s account with Brina. Brina settles amounts owed with the seller separately under its seller terms.

Seller decisions and Brina review

Sellers play a real part in return decisions. A seller can approve a return, raise a concern, or decline a request it believes doesn’t meet this policy. A seller who declines must give a specific reason and can provide supporting evidence.

A seller’s decision isn’t the final word. If a seller declines your return, you can ask Brina to review it. A seller can also give Brina its position and evidence on any return decision or claim it disagrees with.

When Brina reviews a return, we consider this policy, the order details, carrier tracking, the product information, the evidence from you and from the seller, and other relevant marketplace records. Neither side’s position is accepted automatically.

If a seller doesn’t respond within the inspection period (see refund timing), Brina can step in and complete the decision using the information available. Silence from a seller doesn’t mean an automatic refund. Every return is still reviewed for accuracy and integrity.

Brina makes the final decision within the marketplace. That decision doesn’t limit any rights you or the seller have under applicable law, card-network rules, payment-provider procedures or other external remedies.

Sellers who repeatedly fail to follow these return and refund requirements may face proportionate action under Brina’s seller terms. Depending on how serious or frequent the problem is, this can range from a warning to account restrictions, reserves or withholding where authorized, suspension, or termination.

Multi-seller and partial returns

• Return only what you need to. You can return one eligible item, or part of a quantity, without returning the whole order.
• Orders from several sellers. When one checkout includes items from more than one seller, each return is handled separately by item, quantity and seller. Each seller handles its own items, return address, return shipping cost, refund and inspection.
• Unaffected items stay with you. A problem with one item never requires you to return unrelated items, and refunds cover only the approved items and quantities, with their tax and any refundable shipping.

Replacements and exchanges

Replacements. For a wrong, damaged or defective item, a replacement may be offered when the seller has stock and the situation allows. If this policy gives you the right to a refund, you can choose the refund instead.

Exchanges. Brina doesn’t offer direct exchanges at this time. To get a different size, color or version, return the eligible item for a refund and place a new order for the one you want. Please don’t arrange exchanges with sellers outside Brina.

Return shipping and tracking

• Ship within 7 days. After your return is authorized and you receive your return instructions, you have 7 calendar days to hand the package to the authorized carrier. Your instructions show the date to ship by. If you miss it, the authorization may expire or the return may need further review.
• Lost in transit. If you use Brina’s authorized prepaid return method and tracking shows the carrier accepted your package, you won’t lose an otherwise valid refund because the carrier loses it. Brina and the seller handle the carrier claim.
• Using your own shipping. If you send a return another way without Brina’s authorization, we can’t guarantee you’ll be reimbursed for that shipping or protected against loss, and the tracking protections of the authorized method won’t apply. Your underlying claim can still be reviewed.

Refund timing

• Seller inspection: 2 business days. When tracking shows the return was delivered to the seller’s approved return address, the seller normally has 2 business days to inspect it and respond. Refunds aren’t left pending indefinitely; if the seller doesn’t act, Brina steps in.
• Refund issued: normally within 2 business days. Once the return is received and validated and the refund is approved, Brina aims to issue the refund promptly, normally within 2 business days.
• When you see the money. After Brina issues a refund, your bank, card issuer or payment provider needs time to post it to your account. That timing is set by them, not by Brina.

Cancellations

Cancelling an order is separate from returning it. You can ask to cancel an order, or an item in it, until it reaches a stage where cancellation is no longer reasonably possible. If a Cancel option appears for the order in Your Orders, you can use it. Otherwise, contact us as soon as possible.

Once an item has shipped, it can’t be cancelled while it’s with the carrier. After it’s delivered, the standard return process applies.

Return abuse and fraud

To keep returns fair for customers and sellers, Brina may review return activity that looks irregular. Examples include returning a different item or an empty package, altered or misleading evidence, repeated abusive returns, and claims that are materially false.

In those cases Brina may ask for reasonable evidence, place a return under review, decline claims that are fraudulent or ineligible, and take account action under the applicable terms. These measures are aimed at misuse; they don’t affect your rights on legitimate returns.