Refund policy

Big Dog Steel Return & Exchange Policy

We want you to love your purchase. If something isn’t right, we’ll work with you to make it better. Below are the details of our return and exchange process. 

General Policy

  • You have 10 days from receiving your order to request a return.
  • To start a return, contact us at Ana@bigdogsteel.co.za or WhatsApp +27 79 288 6462.
  • No returns will be accepted without prior discussion and approval.
  • This policy applies to all products purchased directly from Big Dog Steel.
  • Nothing here limits your statutory rights. 

Returns

To qualify for a return:

  • Items must be unused, unworn, and in the same condition you received them.
  • Products must be sealed in their original packaging with tags, labels, and stickers intact.
  • Include all accessories and parts originally supplied.
  • Proof of purchase (receipt or invoice) is required.

Your responsibilities when returning:

  • Notify us via email and WhatsApp.
  • Package items securely to prevent damage in transit.
  • Return any free items included with your order (or their value will be deducted from your refund).

Costs:

  • Return shipping and collection are at your expense.
  • Once inspected and validated, we’ll credit your account within 10 days of receiving the return.

After 10 days:

  • Returns are only accepted if the product is defective. 

Exchanges

  • Products may be exchanged for a different size or colour, subject to availability.
  • Collection and delivery costs for exchanges are at your expense.
  • Once received, items will be inspected before the replacement is dispatched. 

Incorrect Orders

  • If we delivered the wrong product, notify us immediately.
  • We’ll collect the incorrect item at no charge.
  • After inspection, we’ll send the correct product as quickly as possible. 

Defective Products

We take pride in delivering high-quality steel. If your product arrives defective, damaged, or incorrect:

  • Notify us within 7 days of delivery/collection.
  • We’ll collect the product at no charge.
  • After inspection, we’ll repair, replace, or credit/refund you, depending on availability and your preference.

What counts as a defect:

  • A manufacturing imperfection or fault that makes the product less acceptable than expected.

What does not count as a defect:

  • Normal wear and tear.
  • Damage from negligence, misuse, or poor care.
  • Unauthorized alterations. 

Warranty

  • Products are covered by a 6-month standard warranty.
  • Notify us as soon as possible if a defect arises within this period.
  • We’ll collect the product at no charge, inspect it, and repair/replace it if possible.
  • Returns outside the 6-month period cannot be accepted unless covered by an extended supplier warranty. 

Refunds

  • You’ll be notified once your return is inspected.
  • If approved, refunds are processed to your original payment method.
  • If accessories or parts are missing, we may refuse the return or deduct their value from your refund.
  • If a product does not comply with this policy, you may be liable for collection and return costs. 

Non-Returnable Items

  • Piercing jewellery
  • Zippo consumables
  • Sale items
  • Personalized and custom items