Refund policy

Refund policy

Return & Exchange Policy

 

We want you to feel confident shopping with Big Broz. If something isn’t right, we’re here to help with a clear and simple return and exchange process. Please review the details below.


1. Eligibility for Returns & Exchanges

  • We do not accept change‑of‑mind returns, so please choose carefully.

  • If an item is faulty, we will meet our obligations under the Consumer Guarantees Act, which may include a repair, replacement, or refund.

  • Exchanges can be completed in‑store at Big Broz Panmure with your original receipt.

  • Items must be unworn, in saleable condition, and have all original tags and stickers attached.

  • For online purchases, please bring ID that matches the name on the order.


2. Items That Cannot Be Returned

Some products are not eligible for return or exchange:

  • Final sale items

  • Underwear and swimwear (for hygiene reasons)


3. Starting a Return or Exchange (Online Orders)

To begin the process:

  1. Email Bigbroz98@outlook.com to request approval.

  2. After approval, pack the item securely in its original packaging.

  3. Include your order number and note whether you are requesting a refund or an exchange.


4. Shipping Items Back to Us

  • Customers are responsible for the cost of returning items, unless the product is faulty or incorrect.

  • We recommend using a tracked courier service, as we cannot guarantee receipt of untracked parcels.


5. Refund Timeframes

  • Once your return arrives and is inspected, refunds are processed within 10–20 business days.

  • Refunds are issued to the original payment method.

  • Your bank or payment provider may require additional processing time.


6. Exchange Process

  • For online exchanges, customers must return the original item at their own cost.

  • Replacement items are shipped after the returned item has been received and approved.

  • Exchanges depend on stock availability at the time of processing.


7. Need Help?

If you have questions about returns or exchanges, contact us at:

Email: Bigbroz98@outlook.com

Thank you for choosing Big Broz. We appreciate your support and look forward to helping you again.