Return & Refund Policy

Returns are accepted within 14 days of delivery, on unused and unopened items, with prior authorisation from us.

You pay return shipping. Original shipping charges and import charges are not refundable by us.

Consumers in the European Union and EEA have a statutory 14-day right of withdrawal, set out in Part B, which prevails over Part A where the two conflict.

Except in the cases described in Part B and in cases of faulty or misdescribed goods, no statutory right of return applies to these sales. The rights in Part A are offered as a commercial policy and may be varied or withdrawn for future orders.

This page is our complete returns policy. No employee, agent or chat operator may vary it except in writing signed by an authorised officer of BIGBRO LLC.

A return request must reach us within 14 days of the delivery date shown by the carrier.

Items must be unused and unopened, with all seals, shrink-wrap, film, tags and security labels intact, complete with accessories, manuals, free gifts and inserts, in the original undamaged packaging, with proof of purchase.

Any item failing these conditions may be refused, returned to you at your cost, or refunded net of a deduction reflecting the diminished value of the goods.

The following are not eligible for return under this voluntary policy:

• Cosmetics, personal care and other hygiene-sensitive items once unsealed or used.
• Consumables and any item with a short shelf life.
• Custom, personalised or made-to-order items.
• Digital content and gift cards.
• Items marked final sale, clearance or as-is at the time of purchase.
• Items returned without authorisation, or received by us more than 30 days after authorisation.

Contact us before sending anything back, quoting your order number and the reason for return, with photographs where the item is damaged, defective or incorrect.

If the request is accepted we issue a return authorisation and the return address to use. Parcels sent without authorisation, or to any other address, may be refused or discarded and may not be refunded.

Unless the item is damaged, defective or incorrectly supplied, you pay the cost of returning the goods and bear the risk of loss until they reach us. We recommend a tracked and insured service.

Original outbound shipping charges are not refundable. Import duties, taxes and brokerage fees paid to a customs authority are not refundable by us; you may be able to reclaim them directly from that authority.

Where a return is accepted outside the stated condition requirements, a deduction of up to 50% of the item price may be applied to reflect diminished value.

Inspect your order on arrival. Report any item that is damaged in transit, defective or not what you ordered within 7 days of delivery, with photographs of the item, the packaging and the shipping label.

Where a fault or error is confirmed, we will at our option replace the item, resupply the correct item, or refund it in full including the original shipping paid, and we cover the cost of return where a return is required.

Minor variations in colour, finish, packaging or component sourcing are not defects.

Claims for parcels that are late, missing or damaged are handled under our Shipping Policy. A parcel is not treated as lost until the carrier's investigation period has expired.

Where tracking shows delivery to the address you supplied and the parcel is later taken from that address, we are not responsible for the loss, although we will assist with a carrier claim.

If a parcel is refused, unclaimed or returned because import charges were not paid, we refund the price of the goods only, less outbound shipping, return transport costs and any carrier or customs charges levied.

Where a parcel is seized or destroyed by a customs authority, no refund of shipping or import charges is due.

You may request cancellation before dispatch and we will cancel where the warehouse has not yet processed the order. Once an order has been dispatched it cannot be cancelled and must be handled as a return.

Approved refunds are issued to the original payment method within 10 business days of the returned goods being received and inspected, or of our confirming a fault. The time taken for funds to appear depends on your bank or card issuer.

We do not refund to a different payment method, a different person or a different currency, and we are not responsible for exchange-rate movements or bank fees applied between payment and refund.

We do not operate a direct exchange process. Return the original item under this policy and place a new order for the item you want, subject to availability and the prices then shown.

Please contact us before raising a chargeback. Chargebacks raised without first contacting us delay resolution, and we will provide the payment provider with order, tracking and correspondence records in response.

Where a chargeback is raised for goods that were delivered and are not faulty, we reserve the right to recover the amount charged back together with associated fees.

If you are a consumer resident in the European Union or the EEA, you may withdraw from the contract within 14 days of the day on which you, or a carrier nominated by you, take physical possession of the goods, without giving a reason.

To exercise the right, inform us by a clear statement using the contact details published on our Contact page, before the 14-day period expires. You may use the model withdrawal form below, but you are not required to.

The right of withdrawal does not apply to, among others:

• Sealed goods that are not suitable for return for health protection or hygiene reasons and were unsealed after delivery.
• Goods made to your specifications or clearly personalised.
• Goods liable to deteriorate or expire rapidly.
• Sealed audio, video or software unsealed after delivery.
• Digital content supplied with your prior express consent and acknowledgement that the right is lost.

Send the goods back without undue delay and in any event within 14 days of notifying us of withdrawal. You bear the direct cost of returning the goods.

We reimburse all payments received from you, including standard outbound delivery costs, without undue delay and no later than 14 days after we are informed of your decision. We may withhold reimbursement until we have received the goods or evidence that they have been sent back, whichever is earlier.

You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Consumers in the EU and EEA benefit from a statutory guarantee of conformity of two years from delivery, or the longer period provided by national law. Nothing in Part A limits those rights.

Where goods are not in conformity, you may request repair or replacement and, where that is impossible, disproportionate or not carried out within a reasonable time, a price reduction or termination of the contract.

To BIGBRO LLC, 1209 Mountain Road PL NE, STE R, Albuquerque, NM 87110, United States, using the contact details on our Contact page: I hereby give notice that I withdraw from my contract of sale of the following goods: [description]. Ordered on [date] / received on [date]. Name of consumer: [name]. Address of consumer: [address]. Date: [date].

Complaints are handled by our support team using the details on our Contact page. Consumers in the EU and EEA retain the right to bring proceedings before the courts of their country of habitual residence and to use any national alternative dispute resolution scheme available to them.