Return Policy

Returns Policy

NB: This Returns Policy forms part of Big N Distributors (Pty) Ltd (‘we’ or ‘us’ or 'our') terms and conditions.

1 Goods that cannot be returned

Not all of our goods are able to be returned for various reasons. Goods which are:

• Made to your specifications (Custom/ specially manufactured products)

• Clearly personalized for you,

• Special-order items,

Cannot be returned. However you can still get a refund if the goods were defective in some way (see our section on ‘defective goods’ below).

2 Unwanted products

At Big N Distributors we allow you to return any goods or services not mentioned in the sections above even if they are not defective if:

• They were bought in the last 2 working days, and

• They are still in their original packaging (for goods), and

• They are unused, and

• They are undamaged (in its original condition received, please take pictures of its original condition it was received in), and

• They still have all the accessories or parts, and

• If a valid reason is credible for a refund.

After the 2 working days period you can only get a refund if the goods or services were deemed to be an acceptable refund reason by us.

3 Goods that were damaged on delivery

Goods that are damaged on delivery are considered to be ‘defective goods’ and the same procedure for returning them applies. See how to do that below.

4 Defective goods or services

Before you return any goods or services please be sure that they really are defective. A defect is an important imperfection or failure in a good or service which causes the good or service to be less than an ordinary person would expect from the good or service. Some examples of defective goods and services would be:

• Electrical products that do not turn on,

• Products that do not functioned the way they are designed to function,

• Disregarding your specific instructions on custom/ specially manufactured products,

• Goods received is not what you ordered

Goods that are damaged due to the reasons below are NOT defective:

• Custom/ specially manufactured products that was manufactured with the defect after sign-off/ approval of artwork; print-proofs, die`s & stereos), we cannot be held responsible if you signed or approved it with the defect,

• Damage due to you using the goods incorrectly or contrary to what is set out in the instructions when it is required to follow instructions of use,

• Damage due to electrical surges or corrosion from sea air, or water damage where the goods are not designed for this,

• Damage as a result of unauthorized changes to the goods,

• Damage due to negligence or failure to care for the goods.

Services which are inadequate are NOT defective for the reasons set out below:

• Failure to comply with the instructions of the service provider,

• Failure to provide any information on time that is necessary in order for the service to be provided

If you receive any goods which are defective then you can return them within 2 working days of delivery of those goods or services to you.

You have a right to a quality service which includes:

• completing the service on time (unless there is an unavoidable delay in which case the cause of the delay must be communicated to you)

• the service to be of a reasonable quality compared to what someone would ordinarily expect,

• the return of your goods in the same condition as they were received (with the exception of fair wear and tear).

Services that do not live up these requirements are considered to be ‘defective’.

5 How to return goods

If you need to return goods then please:

• Contact us first to obtain a return reference number so we know you are returning the goods,

• Package the products as safely and securely as you can with as much of the original packaging as you may still have and include all accessories that you received,

• Mark your return reference number on the returned goods.

We will contact you to set out precisely how we will pick up the goods you received.

6 Charges for returns

If the goods are not defective we can charge a reasonable fee for the delivery back to us. We will not charge a fee if the goods were defective.

7 Refunds

7.1 You can decide if you want a replacement good or to be refunded. If you choose to be refunded then we will refund your purchase using the same method you used to buy the goods using the Netcash payment platform although all refunds must be processing into a bank account and cannot be made in cash.

7.2 Refund is subject, but not limited too, deductions based on costs charged for artwork; print-proofs; die`s & stereos on custom/ specially manufactured products.

7.2 Depending on the reason for return, we offer refunds, store credit, or exchanges.

8 Process

8.1 Contact us at support@bign.co.za with your order number and reason for return.

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