Refund and Returns Policy

Refund and Returns Policy

At Bigbroz, your satisfaction with our original Bigbroz footwear is important to us. We understand that sometimes a return or refund may be necessary. Please review our policy carefully.

Last Updated: 04/28/2025

Return Eligibility Window

We accept return requests for our Bigbroz products within 14 days from the date your order was delivered, according to the tracking information.

Conditions for Return

To be eligible for a return, the Bigbroz item(s) must be:

• In new, unworn, unused, and unwashed condition.
• With all original tags and any included accessories attached and intact.
• In the original product packaging (e.g., the original Bigbroz shoe box), which must also be in good condition (not excessively damaged, written on, or taped). Please ship the original shoe box inside a separate shipping box.

Proof of purchase (e.g., your order confirmation email or order number) is required.

Items returned that do not meet these conditions may be rejected or subject to a restocking fee at our discretion.

How to Initiate a Return

Before sending any Bigbroz items back, you must contact our US-based customer support team to request a return authorization:

1. Email us at support@bigbrozz.com within the 14-day return window.
2. Include your Order Number and specify the Bigbroz item(s) you wish to return.
3. State the reason for the return (e.g., defective, damaged in transit, wrong item received, sizing issue, change of mind).
4. If the item is defective, damaged, or incorrect, please attach clear photos showing the issue and the packaging it arrived in.
5. Our support team (9AM - 5PM PST, Mon - Sat) will review your request. If approved, we will provide you with a Return Authorization (RA) number and confirm the correct US-based return shipping address below.
6. IMPORTANT: Do NOT send returns to the original Hong Kong shipping address or our administrative office address unless specifically instructed by our team. Unauthorized returns sent to incorrect addresses will not be accepted or processed. Only send returns to the US address below AFTER receiving your RA number.

Authorized Return Shipping Address (US Facility)

Once your return request is approved and you have received a Return Authorization (RA) number from our support team, please send the Bigbroz item(s) securely packaged to our designated US returns facility:

We strongly recommend using a trackable shipping method and retaining proof of postage. We are not responsible for returns lost in transit to our US facility.

Return Shipping Costs

• Our Responsibility: If the return is due to an error by Bigbroz (received a defective, damaged, or incorrect Bigbroz item), we will cover the reasonable cost of standard return shipping to our designated US return address (8122 Cooke Ct, Apt 303, Manassas, VA 20109). We will provide specific instructions for this upon approving the return.
• Customer Responsibility: For returns due to customer preference (change of mind, sizing issues with the Bigbroz item ordered, didn't like the style, etc.), the customer is responsible for all return shipping costs to our designated US return address (8122 Cooke Ct, Apt 303, Manassas, VA 20109).

Refund Processing

Upon receiving your authorized return at our US facility (Manassas, VA), please allow 3-5 business days for inspection against our return conditions. We will notify you via email once the inspection is complete and whether the refund is approved.

If approved, the refund (for the item cost, excluding any original shipping charges unless the return was due to our error) will be processed back to your original payment method. Please note that it may take an additional 5-10 business days for your bank or credit card company to reflect the credit in your account.

Exchanges

Due to inventory management and logistics between our design/support base in the US and fulfillment in Hong Kong, we generally do not offer direct exchanges for Bigbroz products.

• For Defective/Damaged/Wrong Items: Please contact us following the return initiation process. We will arrange for the return of the incorrect Bigbroz item (at our expense to the US address) and discuss options, which may include shipping the correct item or issuing a full refund.
• For Sizing/Preference Issues: The recommended process is to return the original Bigbroz item (following the standard return procedure, customer pays shipping to the US address) for a refund and place a new, separate order for the desired size or style. This ensures you get the item you want faster, subject to availability.

Exceptions / Non-Returnable Items

The following items are generally non-returnable:

• Bigbroz items not in their original, unworn, unused, unwashed condition with all tags and packaging intact.
• Items returned without prior authorization (RA number) and sent to the correct US address.
• Gift cards.
• Items marked as "Final Sale" or purchased during specific clearance events (this will be clearly indicated).
• Perishable goods, custom products, personal care items (if applicable to future product lines).

Please contact us if you have questions about a specific Bigbroz item's return eligibility.

Contact for Returns

For all return inquiries regarding your Bigbroz order and to initiate a return, please contact our US-based support:

Email: support@bigbrozz.com

Phone: +1 (415) 938-9366 (9AM - 5PM PST, Mon - Sat)