BruEcom Buyer Protection ensures that buyers receive the item they ordered or they get their money back.

BruEcom Buyer Protection covers the buyer when the following conditions are met:

An item is damaged or faulty; isn’t received or it isn’t as described

Isn’t as described items must be:

        • In new condition
        • Completed with any gifts and accessories
        • Tags and labels attached

Damaged or faulty items must be:

        • Completed with any gifts and accessories
        • Tags and labels attached

The buyer made the purchase on and paid with one of the following payment methods:

    • Credit / Debit Card
    • Bank Transfer
    • BruEcom E-wallet

It does not cover the buyer in circumstances where:

    • Transactions paid with not accepted payment method (examples: escrow services, cash)
    • Buyer remorse or any reason other than receiving an item thats damaged or isn’t as described, or not receiving an item
    • Items damaged during buyer pickup
    • The buyer arranged for their own shipping method (other than BruEcom shipping and delivery methods)
      • Items belong to the excluded categories
        • Digital content
        • Services
        • Intangible goods

BruEcom Buyer Protection timelines

Items not received

    • A buyer can contact us that they didn’t receive an item once the item’s latest estimated delivery date has passed

Item not as described

    • A buyer must contact us no later than 3 days after the actual delivery date

Special circumstances

In some limited situations, we may extend the period of time in which a buyer is eligible for the BruEcom Buyer Protection. This extra time allows us to take into consideration national holidays, or delays due to circumstances such as natural disaster, national emergency, or government act.


We refund buyer to their original payment method or their BruEcom E-wallet. In the unlikely event we’re unable to send refunds to the original payment method, we may provide refunds to the buyer’s BruEcom E-wallet.

Abusive buyer behavior and fraudulent claims

Prohibited activity includes, but is not limited to:

    • A buyer filing a chargeback after receiving a refund
    • A buyer claiming an item was not received when there is proof of delivery to the buyer’s address
    • A buyer falsely claiming an item was not as described
    • A buyer returning an item other than the original item received
    • A buyer using or damaging an item and then returning it

For more information, refer to our Terms and Conditions. BruEcom reserves the right to indefinitely suspend the buyer’s coverage under the BruEcom Buyer Protection.


If you have any questions concerning our return and refund policy, please feel free to contact us via Whatsapp or Contact us.

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