Return & Refund Policy

Please contact us before sending your purchase back. We will guide you through the return process and confirm whether a refund or exchange applies.

Contact for returns:

• Email: service@big5cookware.co.za
• WhatsApp: +27 60 6999 888 or +27 81 410 8194
• Telephone: +27 51 874 1300
• Address: Stand 21 Selosesha Industrial Area, Thaba Nchu, Free State, South Africa 9785

Returns — the 14-day window

• Our return policy is 14 days. After 14 days from delivery we cannot offer a refund or exchange.
• To be eligible for a return, the item must be unused, in the same condition you received it, and in the original packaging.
• Please contact us first — we will guide you on the return process and provide a return reference.
• Partial refunds may apply if the item is not in original condition, is damaged from buyer use, or is returned more than 14 days after delivery.

Refunds

• Once your return is received and inspected, we will email you to confirm receipt and notify you of approval or rejection.
• Approved refunds are credited to your designated account within 7-10 working days.
• If you haven't received a refund: (1) check your bank account; (2) contact your bank — there is often some processing time before the refund posts; (3) if still not received after 10 days, contact us at service@big5cookware.co.za.

Exchanges

• If you need to exchange a non-defective item, you are responsible for the return shipping and re-sending costs.
• Exchanges for the same SKU in a different size or colour are subject to stock availability.

Defective, damaged, short or wrong delivery

If your order arrives in defective or damaged condition, or you receive a short or wrong delivery, contact us within 7 days at service@big5cookware.co.za or WhatsApp +27 60 6999 888. We will verify the issue and arrange a replacement or refund at no extra cost to you.

Gifts

• If a free gift item was included with your purchase, we cannot refund the gift if it is defective or damaged.

Shipping costs on returns

• For non-defective returns: you are responsible for the return shipping cost. Original send-out shipping costs are non-refundable; if you received free shipping (order over R 800) but a partial return brings the order below R 800, a flat R 99 is deducted from the refund.
• For defective, damaged, short, or wrong-delivery returns: we cover all shipping costs.

Lay-by cancellation

• If you choose 90-day Lay-by and decide to cancel after the first instalment, a 20% cancellation fee (minimum R 50) of your paid amount applies.

Frequently Asked Questions

How long do I have to return an item?

14 days from delivery. After 14 days we cannot offer a refund or exchange. To return, please contact us first at service@big5cookware.co.za or WhatsApp +27 60 6999 888.

Do I have to pay for return shipping?

For non-defective returns: yes, you cover return shipping. For defective, damaged, or wrong-delivery returns: we cover all shipping costs.

What happens if my order arrives damaged?

Contact us within 7 days at service@big5cookware.co.za or WhatsApp +27 60 6999 888. We verify the issue and arrange a free replacement or refund.

How long do refunds take to process?

Once we receive and inspect the returned item, refunds are credited to your designated account within 7-10 working days. Bank processing can add a few extra days.

Can I cancel my Lay-by order?

Yes, but a 20% cancellation fee (minimum R 50) applies on the amount paid so far if you cancel after the first instalment.

Are free gifts refundable if they arrive damaged?

No — free gifts included with a purchase are not refundable if defective or damaged.