Shipping & Returns Policy

Last updated 2 August 2026

1. How this policy works

This is the baseline policy for every sale on BNS. Individual sellers set their own delivery fee, dispatch time and returns window (no returns, 7, 14 or 30 days) on each listing — those choices are shown on the listing page before you buy and always take priority over the defaults described here, as long as they meet the minimums in this policy.

2. Delivery options

Sellers may offer collection in person, local delivery or postage. Collection is always free. Any delivery fee is set by the seller, shown on the listing, and added to your total at checkout before payment.

3. Dispatch times

Sellers should dispatch within the dispatch time shown on the listing (typically 1–3 working days) and add tracking where available. If an item hasn't been dispatched within 7 days of payment, you can cancel the order for a full refund.

4. Returns window

Where a seller offers returns, the window starts on the day the item is delivered or collected. Items must be unused, complete and in their original condition. Change-of-mind return postage is paid by the buyer unless the item is faulty, damaged or not as described. Some items are excluded for hygiene, safety or licensing reasons — for example pierced jewellery, underwear, opened cosmetics, perishable goods, digital items and personalised or custom-made items.

5. Items sold with no returns

A seller may list an item as 'no returns' (sold as seen). This does not remove your statutory rights or your BNS Protection cover: items that arrive damaged, faulty, counterfeit or significantly not as described are always eligible for a refund.

6. Refunds

Approved refunds are issued to the original payment method for card payments, or arranged directly with the seller for mobile money, bank transfer and cash on collection. Card refunds usually arrive within 5–10 working days. The item price is refunded in full; the original delivery fee is refunded when the item was faulty or not as described.

7. Opening a return or dispute

Start in the Resolution Centre from your dashboard: open a ticket on the order within 48 hours of delivery for damaged, faulty or not-as-described items, or within the seller's returns window for change-of-mind returns. Message the seller first where you can — most cases are resolved that way. If you can't agree, BNS support will review the evidence and decide.

8. Seller responsibilities

Sellers must describe items accurately with clear photos, honour the returns window shown on their listing, respond to tickets within 3 working days, and refund promptly once a returned item is received. Repeatedly ignoring this policy can lead to listings being removed, payouts being held or accounts being suspended.

9. Held funds and payouts

For card payments, BNS holds the seller's funds until the buyer confirms the item was received, so there is money available to refund if something goes wrong. Payouts can be paused while a return or dispute is open on an order.