Refund & Returns Policy

1. Overview

Bush House General Merchants acts as a marketplace platform. Each vendor sets their own return and refund terms, subject to the minimum standards outlined in this policy. Bush House enforces these minimum standards to protect buyers.

By making a purchase on our Platform, you agree to this Refund & Returns Policy.

2. Eligibility for Returns

You may be eligible to return a product if:

• The product is significantly different from the listing description or images
• The product is defective, damaged, or non-functional upon arrival
• The wrong product was delivered
• The product never arrived and the delivery period has lapsed

Returns are generally not accepted for:

• Change-of-mind purchases (unless the vendor explicitly allows it)
• Perishable goods, digital products, or personalised items
• Items that have been used, worn, washed, or damaged by the buyer
• Products returned after the eligible return window has closed
• Products without original packaging where packaging integrity was required

3. Return Window

• Standard products: 7 days from confirmed delivery
• Electronics: 7 days from confirmed delivery (must be in original, sealed packaging)
• Defective items: 14 days from confirmed delivery

Returns requested outside these windows will be at the sole discretion of the vendor and Bush House.

4. How to Request a Return

• Contact our support team at support@bushhousegeneralmerchants.com within the return window
• Provide your order number, a description of the issue, and supporting photos/videos
• Our team will review your request within 3 business days
• If approved, you will receive return instructions including the return address
• Return shipping costs are the buyer's responsibility unless the return is due to vendor error

5. Refund Processing

• Once the returned item is received and inspected, refunds are processed within 5–10 business days
• Refunds are issued via the original payment method where possible
• Bush House may issue platform credits at its discretion
• Shipping fees are non-refundable unless the return is due to vendor error

6. Vendor Disputes

If a vendor refuses a legitimate return request, you may escalate the dispute to Bush House by emailing support@bushhousegeneralmerchants.com. Bush House will investigate and may take action including issuing a platform-funded refund and suspending the vendor's account.

7. Non-Delivery Claims

If your order has not arrived within the stated delivery window, contact support within 30 days of the expected delivery date. Bush House will investigate with the vendor. If non-delivery is confirmed, a full refund will be issued.

8. Limitation

Bush House's liability for any refund shall not exceed the original purchase price of the product. Bush House is not liable for consequential or indirect losses arising from a product being defective or undelivered.