Returns & Refunds Policy

Return eligibility

Most items can be returned if the request is made within the return window below, the item is unused and in its original packaging, and the item hasn't been marked as final sale by the seller.

Some products are excluded from returns for reasons unrelated to the item's condition — see "Non-returnable products" below.

Return window

You have 14 days from the date your order is delivered to start a return. This applies across the marketplace, regardless of which seller an item shipped from.

Non-returnable products

Individual sellers may mark specific products as final sale — these are clearly not eligible for a change-of-mind or general return once delivered.

• Items a seller has listed as final sale
• Opened or used hygiene, personal-care, or intimate-apparel items
• Perishable goods
• Custom-made or made-to-order items

Damaged or incorrect items

If an item arrives damaged, defective, or isn't what you ordered, request a return within the standard return window and choose the matching reason. Add a note and photos where possible — this speeds up review and means you won't need to provide the item back before a decision is reached in clear-cut cases.

Damaged and incorrect items are reviewed the same way as any other return, but a clear photo of the fault is the fastest way to a resolution.

Change-of-mind returns

You can return an item because you simply changed your mind, provided it's within the 14-day window, unused, and in its original packaging, and isn't excluded under "Non-returnable products" above.

Partial returns from multi-item orders

You don't need to return your whole order to return one item. Each return request is for a specific product and quantity from a specific order — the rest of your order is unaffected.

Multi-vendor orders

If your order contains items from more than one seller, each seller's items can be returned independently. You'll request each return separately (one per item), but you deal with BIGBRANDS throughout — not the individual sellers.

Return collection

Once a return is approved, BIGBRANDS arranges collection of the item from you — you don't need to arrange or pay for courier shipping yourself. You'll be notified once collection has been arranged and again once the item has been picked up.

Product inspection

Once a returned item is collected, it's inspected to confirm it matches the reason given and is in a condition eligible for return (for change-of-mind returns: unused, in original packaging). Refunds are issued once this check is complete.

Refund eligibility

A refund is issued once your return has been approved, collected, and has passed inspection. If an item fails inspection (for example, it shows signs of use for a change-of-mind return), we'll contact you before finalising anything.

Refund processing

Refunds are calculated on the price you paid for the returned item, and are processed automatically once your return is marked as received and passes inspection.

Refund timelines

Refunds are processed within 7 business days of your return passing inspection. Once processed, your bank or payment provider may take a few additional business days to reflect the refund in your account.

Original payment method

Refunds are always returned to the original payment method used to place the order, processed through the same payment provider used at checkout. We can't issue a refund to a different card, account, or as store credit.

Rejected returns

A return request can be declined at review — for example, if it falls outside the return window or the product is marked final sale — in which case you'll be given the reason. A request can also be found ineligible after inspection (for example, visible signs of use on a change-of-mind return); in that case the item is returned to you rather than refunded.

Cancelled orders

You can cancel an order before it's been marked ready for collection by its seller(s). Once any part of your order has moved to collection or is out for delivery, it can no longer be cancelled — use the returns process instead once it's delivered.

Delivery-related issues

If your order hasn't arrived, arrived incomplete, or arrived to the wrong address, contact BIGBRANDS support (below) with your order reference and we'll investigate with the relevant seller and delivery partner. See our Delivery help page for expected delivery timeframes.

Contacting BIGBRANDS support

Reach our support team at help@bigbrands.co.za or 010 001 2200 for anything not covered here, or to check on an existing return.