Your money, your goods

Every qualifying order is backed by a 14-day protection window.

If your goods arrive late, off-spec, or never arrive at all, you can open a dispute on-platform. We mediate, we apply the contract, and we move your money — fast.

Buy with protection See the claim flow

🇧🇷 × 🇸🇦 Available on Brazil × Saudi corridors

14d

Claim window

How you are protected

Four pillars of buyer protection

These guarantees apply automatically to qualifying orders on BRHUB. You do not have to enrol — protection is the default.

Money-back guarantee

If goods are not delivered or are materially different from the specification, you are eligible for a full or partial refund.

Mediated dispute resolution

A trained BRHUB resolution officer mediates between you and the supplier with documented timelines.

Pre-shipment inspection

Add a third-party inspection before payment is released — checks against your contract specification.

Easy returns where applicable

For supplier-side defects, return shipping is coordinated and the cost is reimbursed under the policy.

Claim flow

How a buyer protection claim is resolved

A clear, documented process with strict timelines on both sides. No surprises, no infinite loops.

Step 01

Open the claim

Go to the order, tap "Open dispute," choose a reason, and upload supporting evidence.

Under 5 minutes

Step 02

Supplier response

The supplier has a fixed window to respond, accept, or counter with their own evidence.

Up to 72 hours

Step 03

BRHUB mediation

A resolution officer reviews both sides against the contract and applicable policies.

3–7 business days

Step 04

Outcome & refund

Decision communicated to both parties and any refund is processed back to the original payment method.

1–3 business days

Eligibility

What is and is not covered

Buyer Protection is broad, but it is not unlimited. Read the lines below before you place a high-value order.

Covered

Goods not delivered Order paid but never received within the agreed window plus a reasonable buffer.

Materially different goods Specification, quantity, quality, or condition does not match the contract.

Damaged on arrival Goods arrive damaged due to packaging or supplier handling (carrier issues are a separate claim).

Not covered

Off-platform payments Payments made directly to the supplier outside BRHUB are not covered.

Buyer-cancelled after dispatch Cancellations after the goods have shipped do not qualify under standard protection.

Lost-in-transit (carrier) Loss or damage by the freight carrier is handled via cargo insurance, not buyer protection.

99.2%

Claims resolved on first review

14 days

Standard claim window

$50K

Max coverage per order

24/7

Resolution support

Frequently asked

Buyer Protection — frequently asked

Do I need to apply for buyer protection?

No. Protection applies automatically to all qualifying orders paid through BRHUB. You will see "Protected" badging on the order screen as soon as payment is confirmed.

How long do I have to open a claim?

You have 14 calendar days from the confirmed delivery date (or from when delivery was expected, if the goods never arrived). High-value or custom orders may have an extended window — see the order policy on each contract.

Is the refund processed back to my original payment method?

Yes. Refunds are returned to the same method you used at checkout — bank transfer, card, or wallet — typically within 1–3 business days of the resolution decision.

What evidence should I upload when opening a claim?

Photos of the goods as received, the original packaging, the packing list, and the bill of lading or air waybill. For specification mismatches, include the original contract spec and a side-by-side comparison.

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