Refund and Returns Policy

HomeRefund and Returns Policy

Our Commitment to You

At BrowseBuy, we strive to ensure your complete satisfaction with every purchase. We understand that buying pre-loved items online can sometimes be uncertain, which is why we’ve created a fair and transparent refunds and returns policy that protects both our buyers and sellers.

For Buyers

Return Eligibility

We carefully inspect, photograph, and describe each item to ensure accuracy. However, we recognize that sometimes items may not meet your expectations. You may request a return if:

The item received significantly differs from its description or photographs
The item has undisclosed damage not mentioned in the listing
The item’s measurements were inaccurately represented
You receive an incorrect item

Please note that returns based solely on fit or change of mind are not accepted. We provide detailed measurements for all items to help you make informed purchasing decisions.

Return Window

You have 7 days from the date of delivery to initiate a return request. This timeframe allows you to thoroughly inspect your purchase while ensuring our sellers receive timely feedback on their items.

How to Request a Return

Contact us at returns@browsebuy.co.za within 7 days of receiving your item
Include your order number and clear photos showing the issue with the item
Provide a brief explanation of why you’re requesting the return
Our team will review your request within 2 business days

Return Process

If your return request is approved:

We’ll provide you with return instructions and a return authorization
Items must be returned in their original condition with all tags attached
Returns must be received by us within 7 days of return approval
A return processing fee of R50 will be deducted from your refund to cover handling costs
Once we receive and inspect the returned item, we’ll process your refund

Refund Options

When your return is approved and processed, you may choose from the following refund options:

BrowseBuy Store Credit:

Receive 100% of your purchase price as store credit
No return processing fee applied
Credit is valid for 12 months from the issue date
Can be used immediately for your next purchase

Original Payment Method Refund:

Receive your refund minus the R50 return processing fee
Refunds typically process within 5-7 business days after we receive and inspect your return
Processing time may vary depending on your payment provider

Non-Returnable Items

The following items cannot be returned:

Items marked as “Final Sale” in the listing
Items that have been worn, washed, altered, or damaged after receipt
Intimates, swimwear, and accessories for hygiene reasons
Items returned after the 7-day return window has expired

For Sellers

When Items Are Returned

As a consignment service, we carefully inspect all items before listing them. However, if a buyer returns an item:

We’ll notify you promptly about the return request
The item will be inspected upon return to ensure it’s in the same condition as when it was shipped
If the return is due to an issue that was not disclosed in the listing, the item will be relisted with updated information
Your item will continue its 90-day consignment period from the date it was originally listed

Relisting Returned Items

When an item is returned:

It will be relisted on our platform
The consignment period continues from its original listing date
You’ll still earn 60% of the sale price when the item sells

Quality Assurance

We take pride in our quality control process. Before any item is shipped to a buyer, it undergoes a thorough inspection to ensure it matches the description and photographs. This helps minimize returns and ensures buyer satisfaction.

Damaged Items in Transit

If an item is damaged during shipping:

The buyer must report the damage within 48 hours of delivery
Clear photographs of the damage and packaging must be provided
We’ll work with our shipping partners to resolve the issue
The buyer will receive a full refund or replacement if available

Exchanges

We do not offer direct exchanges. If you wish to exchange an item for a different size or style, you’ll need to return the original purchase (if eligible) and place a new order for the desired item.

Special Circumstances

We understand that unique situations may arise. For any special circumstances not covered by this policy, please contact our customer service team at info@browsebuy.co.za, and we’ll work with you to find a fair resolution.

Policy Updates

This refunds and returns policy may be updated from time to time. Any changes will be posted on our website, and the date of the most recent revision will be indicated at the bottom of this page.

Last Updated: May 31, 2025