Refund Policy

At MrBrown Box, we strive to provide the best delivery experience. If something goes wrong, this Refund Policy explains when and how you can request a refund.

1. Overview

Refunds are available for eligible orders based on the circumstances described below. All refund requests are reviewed on a case-by-case basis. We aim to be fair and transparent in our refund process.

2. Eligibility for Refunds

You may be eligible for a full or partial refund if:

• Order not fulfilled: Your order was confirmed but no rider was assigned within a reasonable time, and you chose to cancel.
• Delivery not completed: The rider accepted the order but failed to complete the delivery through no fault of your own.
• Wrong delivery: Your package was delivered to the wrong address due to a rider or platform error.
• Damaged items: Your package was damaged during transit (subject to evidence submission).
• Overcharged: You were charged more than the quoted price due to a system error.
• Duplicate charges: You were charged multiple times for the same order.

3. Refund Process

To request a refund:

1. Open the app and go to your order history.
2. Select the order you want a refund for.
3. Tap "Report an Issue" and select the applicable reason.
4. Provide any supporting details or photos.
5. Submit your request. Our support team will review it within 24-48 hours.

Alternatively, you can email us at support@mrbrownbox.com with your order number and details.

4. Refund Timeframes

Refund processing times depend on your payment provider and may vary.

5. Non-Refundable Situations

Refunds are generally not available for:

• Cancellations made after the rider has picked up the package
• Deliveries completed successfully to the specified address
• Issues caused by incorrect information provided by the customer (wrong address, phone number, etc.)
• Refund requests made more than 7 days after the delivery date
• Orders where the customer was unavailable for delivery at the specified time and location

6. Damaged or Lost Packages

If your package is damaged or lost during delivery, please report it within 48 hours of the expected delivery time. We will investigate the claim and, if validated, provide a refund or compensation based on the declared value of the package and our insurance coverage.

To expedite your claim, please provide:

• Photos of the damaged package (if applicable)
• Description of the package contents and estimated value
• Your order number and delivery details

7. Contact Us

For refund inquiries or support, please contact us: