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Refund Policy

CANCELLING AN ORDER

Once an order is placed, we will not be able to cancel it after 30 minutes as your order might have already been processed.

If order is cancelled within 30 minutes there is a transaction fee of $5 per each order

Please drop us an email atsupport@bigstorehero.com as soon as possible if you'd like to cancel an order that you have just made.

 

UNCLAIMED ORDERS

We are not responsible for any packages returned to us as refused, unclaimed, deliverable, or because of incorrect address or insufficient address details.

If you notice an incorrect address or insufficient address details when receiving the confirmation email, email us back as soon as possible atsupport@bigstorehero.com as a reply to your order confirmation email with the updated details.

Once we process the order we are not able to change the address and we are not to be held responsible for incorrect address or insufficient address details.

 

REFUND & EXCHANGE/RETURN POLICY

We typically do not offer refunds on products as we state the shipping time for each product, as well as the product description in each product page and it is up to the customer’s discretion and responsibility to read this information and ultimately be the person who consents with the purchase. 

 

PLEASE NOTE: Exchange can be requested within 3 calendar days upon receiving your item/s, if they arrived defective or damaged. You are required to send in a clear photo/video evidence of your product, packaging, as well as your customer information, so our team can dispute this issue depending on the resolution. Please drop us an email atsupport@bigstorehero.com

 

*NOTE: The following reasons are not covered by our exchange/return policy

  • Sale items are strictly not eligible for any refunds, returns, or exchanges. 
  • Products that are damaged by misuse, mishandling or poor maintenance. This includes products that are exposed to corrosive substances or chemicals, which can alter the appearance of your product. 
  •  

    To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We require a receipt or proof of purchase.

    Please drop us an email atsupport@bigstorehero.com. Please DO NOT send your parcel back using the return address on the package without notifying us via email that you are willing to return your product. If the parcel is returned without our acknowledgement, it will be disposed of and you will not be eligible for a return. 

    You will be responsible for paying for your own shipping costs for returning your item. You are strongly encouraged to use a trackable shipping service, as we do not guarantee that we will receive your returned item. 

     

    CUSTOM / DUTY FEES

    Customs fees are the responsibility of the customer. Please check with your local customs agency regarding fees. Also, kindly note that on rare occasions; customs agents may delay delivery of some packages.

     

    SEPARATE PACKAGES

    In some instances, an order may be split into different packages for any of the following reasons: 

    - Certain items may be on backorder 

    - Weight restrictions for regular shipping imposed by the post office 

    - Different designers/warehouse location (we work from multiple warehouses to bring you the best selections at affordable prices)

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