Return Policy
Policy BB-RETURN-2.0 · Version 2.0 · Effective 23 September 2026 · Last updated 23 September 2026
BIGBRANDS is a marketplace connecting customers with independent vendors. We manage return requests and coordinate with the relevant vendor, so you should start your request through BIGBRANDS rather than arranging a return directly with a vendor.
This policy explains our standard marketplace process. It does not limit rights you may have under applicable South African law, including rights relating to defective, unsafe, incorrect or materially misdescribed goods.
On this page
1. Standard marketplace return window
As our standard marketplace service, you may request an ordinary return within 48 hours after delivery. This is intended for a change of mind, size, or other non-fault reason and applies to each eligible item, not necessarily the whole order.
The 48-hour window is not a waiver or replacement of any longer cooling-off, warranty, defective-goods, or other non-waivable statutory right that applies to your purchase. Where the law provides a different remedy or timeframe, the law applies.
2. Conditions for ordinary returns
For an ordinary return, the item should be unused, unworn, unaltered and in resalable condition. Please return original packaging where reasonably applicable, along with tags, accessories, manuals and other included items.
Reasonable inspection is allowed, but signs of use, damage caused after delivery, missing included items, or alteration may affect whether an ordinary return is accepted. These conditions do not apply to the extent they would remove a remedy required by law.
3. Damaged, defective, incorrect or misdescribed items
Tell us as soon as reasonably possible if an item is damaged, defective, incorrect, incomplete, unsafe, or materially different from its listing. These requests are assessed separately from a change-of-mind return and may be made outside our 48-hour standard window where applicable law or a warranty gives you that right.
We may ask for photos, packaging photos, a description of the issue, or other reasonable evidence to assess the request quickly. Evidence helps us investigate; it does not remove statutory rights.
4. Items not normally eligible for ordinary returns
Where legally permitted, the following may be excluded from a change-of-mind return. An exclusion does not prevent a claim for a defect, incorrect supply, material misdescription, or any right that cannot lawfully be excluded.
- Opened hygiene-sensitive, cosmetics or personal-care items where resale is not suitable
- Personalised, custom-made or made-to-order items
- Perishable goods
- Digital products once supplied or accessed, where applicable
- Items damaged through misuse by the customer
5. Return lifecycle
A return normally moves through: Delivered; Return Requested; Return Approved or Rejected; Collection Scheduled; Collected; vendor or warehouse inspection; Return Accepted or Disputed; Refund Processing; and Refunded. Some clear defective, incorrect, or unavailable-item cases may be resolved without collection where appropriate.
If we dispute a return after inspection, we will explain the reason and the next practical step. A rejected ordinary return may be returned to you, subject to reasonable arrangements. This does not prevent you from raising a complaint or exercising an applicable legal remedy.
6. Item-level and multi-vendor returns
You may request a return for an individual item without returning the entire order. If an order includes several vendors, each vendor's items can be assessed and collected independently. The rest of your order remains unaffected.
7. Help and complaints
For a return, a disputed decision, or help with a statutory-rights claim, contact BIGBRANDS at or with your order reference.