Refund policy

Return & Refund Policy

Last Updated: 30 September 2026

At BNH Traders, customer satisfaction is important to us. We make reasonable efforts to ensure that orders are accurately processed, properly packed, and dispatched in good condition.

This Return & Refund Policy explains when a product may be eligible for return, replacement, exchange, or refund and the procedure customers should follow if there is a problem with an order.

1. When Can a Product Be Returned?

A customer may contact BNH Traders for a return request where the product received has a genuine order-related issue, including:

The wrong product was delivered.
The product is materially different from the product ordered.
The product arrived physically damaged.
The product has a manufacturing defect.
The product is missing an essential component that was included in the listing.
The product has another significant issue that makes it materially different from the advertised product.

Return eligibility is determined after reviewing the customer's request and, where necessary, inspecting photographs, videos, packaging, and the returned product.

2. Return Request Time Limit

Any claim relating to a wrong, damaged, defective, or materially incorrect product must be reported to BNH Traders within 48 hours of delivery.

Requests submitted after this period may not be accepted, particularly where the condition of the product cannot reasonably be verified.

3. What Information Is Required?

When contacting us about a return or refund, customers should provide:

Order number.
Customer name.
Registered phone number.
Clear photographs of the product.
Photographs of the outer packaging where relevant.
A short description of the problem.
A video demonstrating the issue where the defect is functional or difficult to demonstrate through photographs.

Providing complete information helps us investigate the matter more quickly.

4. Damaged Products

If a product appears damaged when received, customers should document the condition of the package and product and contact BNH Traders as soon as possible.

Where the damage is confirmed and the claim qualifies under this policy, BNH Traders may offer an appropriate remedy, which may include replacement, exchange, store credit, or refund depending on product availability and the circumstances of the case.

5. Wrong Product Received

If BNH Traders sends an incorrect product, customers should contact us within the 48-hour reporting period.

After verification, we may arrange the return of the incorrect item and provide the appropriate replacement or refund solution.

6. Defective Products

A product may qualify for return where it has a genuine manufacturing or functional defect that was present when received and is not the result of misuse, accidental damage, improper handling, unauthorized modification, or normal wear and tear.

Where applicable, customers may be asked to provide a video demonstrating the issue before a return is approved.

7. Items That Are Not Eligible for Return

A return may be rejected where:

The product was used improperly.
The product was damaged after delivery by the customer.
The product was washed, altered, modified, repaired, or tampered with.
The product has signs of intentional or accidental misuse.
The customer simply changed their mind after receiving the product.
The customer ordered the wrong size, color, variant, or model where the product listing clearly provided the relevant information.
The request was submitted after the applicable reporting period.
The customer cannot provide reasonable evidence of the claimed issue when such evidence is necessary to assess the claim.

8. Product Packaging

Customers should retain the original product packaging, accessories, manuals, labels, and other materials until the order has been fully inspected and accepted.

Where packaging or accessories are necessary to establish the condition of a returned product, failure to provide them may affect return eligibility.

9. Return Approval

Submitting a return request does not automatically mean that the return has been approved.

BNH Traders may review the order, photographs, videos, product condition, packaging, and other relevant information before approving or rejecting a claim.

10. Return Shipping Charges

Where a return is approved because BNH Traders supplied the wrong product or the product arrived damaged or defective, BNH Traders will determine the appropriate return shipping arrangement.

Where a return is requested for reasons not covered by this policy, the customer may be responsible for applicable return or delivery charges.

11. Refund Processing

After an approved returned product has been received and inspected, an eligible refund will generally be processed within 3–5 working days.

The actual time for the funds to become available may vary depending on the payment method, financial institution, banking process, or other third-party processing requirements.

12. Refund Amount

Where a refund is approved, the refundable amount will depend on the circumstances of the order and the reason for the approved return.

Original delivery charges are generally non-refundable unless the return is due to an error, defect, or fulfillment issue for which BNH Traders is responsible, or where applicable law requires otherwise.

13. Replacement or Exchange

Where appropriate and where stock is available, BNH Traders may offer a replacement or exchange instead of a monetary refund.

If the same product is unavailable, BNH Traders may provide another appropriate resolution, such as a refund or store credit, subject to the circumstances of the case.

14. Cancellation Before Dispatch

Customers may request order cancellation within 12 hours of placing the order, provided that the order has not already been processed or dispatched.

Once an order has entered processing or has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.