RETURN POLICY

 

Satisfaction Guaranteed

We are happy to accept any unused regularly stocked merchandise for a full refund or exchange within 30 days of purchase. Simply return the complete product to us in its clean original packaging accompanied by the original invoice. All merchandise is subject to the manufacturer’s warranty and will be repaired or replaced as per the manufacturer’s directions.

Cancellation and Return Policy

100% money back guarantee if issue is not resolved within 14 days.

Big Wall allows returns of products for 3 days from delivery in the following cases:-

  • Product is used/worn or altered
  • Physical damage to the box or to the product
  • If sealed package is opened
  • The package is empty or some item or accessory was missing
  • The product was defective
  • Significantly different from the description given by the merchant (wrong size, color, quality or material related issues)

Apart from the initial period, Big Wall allows returns up to 14 days from delivery in the following cases:-

  • The product was defective
  • Significantly different from the description given by the merchant (wrong size, color, quality or material related issues)

After the initial period though, the following conditions must be satisfied:-

  • Product must be in its original condition
  • Only unused, unaltered, unsoiled products will be accepted
  • Replacements will be made if product is available on website

To return a product, please fill in the Return Request Form, call our helpline number at 03-90745166 or email us at support@bighardware.com by providing the following details:-

  • Order ID
  • Images clearly showing the damage/missing part or product in the package

No dispute will be entertained after 14 days from date of delivery.

There are products that are strictly non-returnable, non-refundable or non-exchangeable due to the product content, usage guidelines, shelf-life, expiry date, storage condition and other related characteristics. Each product varies accordingly. We take great measure to always ensure the highest quality of products to all our customers.

We regret that the following products are non-returnable, non-refundable and non-exchangeable:-

  • Cut materials
  • Special-order merchandise
  • Used items
  • Gift cards
  • Abused or damaged items
  • Missing parts or accessories items
  • Charges relating to labor or delivery
  • Completed installation services

Big Wall reserves the right to limit or refuse merchandise returns at any time.

 

Return Process

Please ensure that the return item(s) are in unused and original condition with original packaging, parts, accessories and the appropriate paperwork.  You can fill in the Return Request Form, email us at support@bigwallhardware.com or call us at 03-90745166 to inform us you are returning the product. Please provide your order number, invoice number and reason for your return. Once your return is confirmed, you will be given instructions regarding how the item(s) should be shipped back. When we receive your item(s), we will process your refund including GST. Please allow up to 2 weeks to see the refund in your original form of payment. Refunds are issued in the same form of payment originally used for your purchase.

Shipping Charges

If Big Wall sent you the wrong item, the item’s description/picture was incorrect or if the item arrived damaged or defective, we will cover all shipping charges. However, if you are returning an item for any reason other the ones stated, all shipping charges will be borne by you and are not refundable.