Refund policy

This policy sets out how returns and refunds work for orders placed on biggymbro.com.

1. RETURN WINDOW
You may request a return within 14 days of receiving your order. Requests made after 14 days
cannot be accepted.

2. CONDITION OF THE ITEM
To be eligible for a return, the item must be sent back in the exact condition in which it was
received:
- unused, unworn, unwashed and free of any signs of wear;
- all original tags and labels still attached;
- in its original, undamaged packaging;
- free of stains, marks, make-up, deodorant, perfume, smoke, hair or pet hair.

You may try the item on to check the fit, as you would in a store. Any handling beyond that is
considered use.

Items that do not meet these conditions will not be approved, or will be refunded only in part,
in proportion to their reduced value.

3. NON-RETURNABLE ITEMS
- Gift cards
- Items marked Final Sale
- Personalised or made-to-order items
- Any item sent back without a prior approved return request

4. RETURN SHIPPING
All costs of returning an item are the responsibility of the customer. You must arrange and pay
for the return yourself. Until the parcel reaches us it remains your responsibility: we strongly
recommend a tracked service or shipping insurance, as we cannot refund goods lost or damaged in
transit.

5. HOW TO RETURN

1. Request. Email support@biggymbro.com within 14 days of delivery with your order number, the
   item concerned, the reason for the return, and clear photographs of the item and its tags.
2. Approval. We review your request and confirm in writing whether the return is approved. If it
   is refused, we explain why. Items sent back without a written approval, or to any address
   other than the one we provide, will not be processed and will not be refunded.
3. Send it back. Once approved, send the item to the address we give you within 14 days of that
   approval. Your order number must be included in the parcel. Parcels we cannot identify cannot
   be refunded.
4. Inspection. On arrival we inspect the item against the conditions in section 2 and inform you
   of the outcome.

6. REFUNDS
Once the returned item has passed inspection, we issue the refund to the original payment method
used for the order. No alternative method of refund is available.

Once issued, the funds typically take 5 to 10 business days to appear on your account, depending
on your bank or payment provider. This processing time is set by your bank or card issuer and is
outside our control. In every case the refund is issued no later than 14 days after we receive
the returned item.

The refund covers the price paid for the item and the standard delivery charge originally paid.
Any supplement for express or upgraded shipping is not refunded.

If the item shows signs of use, damage, missing tags or missing packaging, we may reduce the
refund in proportion to the loss in value, or refuse it entirely. Where a refund is refused, the
item will be returned to you at your cost, or held for 30 days and then disposed of if you do
not respond.

7. DISCOUNTS AND PROMOTIONS
Where a discount or free shipping was applied to your order because of its size or value - for
example, free shipping on orders of two or more items - and a return brings the order below that
threshold, the discount is recalculated and the difference is deducted from your refund.

8. FAULTY, DAMAGED OR INCORRECT ITEMS
If your order arrives damaged, faulty or incorrect, contact support@biggymbro.com within 7 days
of delivery with photographs of both the item and the packaging. These cases are handled at our
expense: we will arrange a replacement or a full refund. Claims made after 7 days, or without
photographic evidence, cannot be assessed.

9. CANCELLATIONS
Orders may be cancelled free of charge within 24 hours of being placed, provided they have not
yet entered production or been dispatched. After that, the return procedure above applies.

10. CONTACT
All return and refund matters: support@biggymbro.com