RETURNS & REFUND POLICY — BURBROS.COM

Effective Date: September 6, 2026

Last Updated: September 6, 2026

At BurBros (burbros.com), customer satisfaction and product integrity are our top priorities. Because our catalog includes both grocery products and bags & accessories, our return and refund guidelines are divided by category to comply with federal food safety regulations while providing a fair, hassle-free return process for merchandise.

Please review the policy below before submitting a return or refund request.

1. QUICK POLICY SUMMARY

Product Category Returnable? Eligible for Refund / Replacement? Time Window
Grocery & Food Items No (Food safety laws) Yes (If damaged, expired, spoiled, or incorrect) Within 7 days of delivery
Bags & Accessories Yes (Unused & in original packaging) Yes (Subject to inspection) Within 14 days of delivery

2. GROCERY & FOOD PRODUCTS

Due to health, sanitation, and safety regulations mandated by the U.S. Food & Drug Administration (FDA), consumable food, grocery, and perishable items cannot be physically returned or restocked once they leave our facility.

When Are Grocery Items Eligible for a Refund or Replacement?

We will gladly issue a full refund or a free replacement if your grocery order arrives:

  • Damaged or Broken: Jars, bottles, or food packaging torn or punctured during transit.

  • Spoiled or Compromised: Perishable or temperature-sensitive goods that arrived spoiled or unfit for consumption.

  • Expired: Products delivered past their printed expiration or “best by” date.

  • Incorrect or Missing Items: Items that do not match your order confirmation.

How to File a Grocery Claim:

  1. Contact us within 7 days of delivery at support@burbros.com or via our official WhatsApp Business line.

  2. Include your Order Number, the name of the affected item(s), and clear photographs showing the issue (damage, expiration date, or wrong item).

  3. Once verified, our team will process a refund back to your original payment method or dispatch a replacement order within 1 to 2 business days. You do not need to ship the food item back to us.

3. BAGS & NON-PERISHABLE MERCHANDISE

We accept returns and exchanges on bags and accessories within 14 calendar days from the date of confirmed carrier delivery.

Eligibility Conditions for Returns:

To qualify for a refund, returned bags must meet the following criteria:

  • The item must be in brand new, unused, and undamaged condition.

  • All original product tags, labels, dust bags, straps, and protective wrapping must remain intact and attached.

  • The item must be securely repacked in its original manufacturer packaging or equivalent sturdy protective shipping box.

  • Items showing signs of wear, stains, odors, personalization, or pet hair cannot be accepted for return.

Return Shipping & Fees:

  • Customer Remorse / Size Preference: If you are returning an item due to change of mind or personal preference, the customer is responsible for the return shipping postage. We can provide a prepaid shipping label upon request, the cost of which will be deducted from your final refund amount.

  • Defective or Incorrect Bags: If you received a defective bag (e.g., broken zipper, loose stitching) or the wrong model/color, BurBros will cover all return shipping costs and provide a complimentary prepaid label.

4. HOW TO INITIATE A BAG RETURN (STEP-BY-STEP)

  1. Request Authorization: Email support@burbros.com with your Order Number and reason for return.

  2. Receive Return Label & RMA: Our support team will issue a Return Merchandise Authorization (RMA) number and authorized return warehouse address.

  3. Pack & Ship: Securely pack the item, attach the shipping label, and drop it off at the designated carrier location (UPS/USPS/FedEx).

  4. Inspection & Processing: Once received at our warehouse, please allow 2 to 3 business days for our quality team to inspect the condition of the returned item.

5. REFUND TIMELINES & PAYMENT METHODS

  • Approved Refunds: Once your return is inspected and approved, your refund will be initiated immediately.

  • Original Payment Method: Funds will automatically be credited back to your original payment method (Credit/Debit Card via Stripe, PayPal, Safepay, or PayFast).

  • Bank Processing Times:

    • Credit / Debit Cards: Typically appear on your statement within 5 to 10 business days, depending on your card issuer.

    • PayPal: Usually available within 24 to 48 hours after initiation.

  • Shipping Charges: Standard shipping fees paid at initial checkout are non-refundable unless the return was caused by our error (damaged, defective, or incorrect shipment).

6. ORDER CANCELLATIONS

  • Before Shipment: Because we process orders quickly to ensure rapid delivery, you may request an order cancellation within 2 hours of placing your order by contacting us immediately via WhatsApp or support@burbros.com.

  • After Dispatch: Once an order has been forwarded to our warehouse fulfillment system or picked up by the carrier, it cannot be canceled. Non-perishable bag items may be returned according to our standard return policy once delivered.

7. CONTACT US FOR SUPPORT

Need help with an exchange, damaged product, or return request? Reach out to our customer care team:

  • Store Name: BurBros

  • Website: burbros.com

  • Customer Service Email: support@burbros.com

  • Sales & Inquiries: sales@burbros.com

  • Direct Assistance: Official WhatsApp Business support link accessible on our website