Refund policy
Our 14-Day Return Policy:
We offer a 14-day return policy from the date you receive your order. This policy complies with the UAE Consumer Protection Law, which grants you the right to return faulty or defective goods. To be eligible for a return, your item must be in the same condition you received it: unworn, unused, with all tags and original packaging intact. You will also need your original receipt or proof of purchase.
Initiating a Return:
To request a return, please contact us within 14 days of receiving your order at sales@thebighub.co. Please provide your order number and reason for return. We will then assess your request and provide further instructions, which may include a prepaid return shipping label (for faulty or defective items, in accordance with UAE Consumer Protection Law). Items returned without prior authorization will not be accepted.
Return Method:
We will collect your return within two business days of receiving your return request email.
Damages and Issues:
Inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us immediately at sales@thebighub.co with photos and your order number. We will assess the issue and determine the appropriate course of action, including a replacement or full refund, as per UAE Consumer Protection Law.
Exchanges:
For the quickest exchange, return your item as outlined above. Once the return is processed, you may place a new order for the desired item.
Refunds:
Upon receiving and inspecting your returned item, we will notify you of the approval or rejection of your return. If approved, your refund will be processed to your original payment method within 10 business days. Please note that your bank or credit card company may take additional time to process the refund. If you haven't received your refund after 15 business days of approval, please contact us at sales@thebighub.co.
Important Notes:
- This return policy is governed by the laws of the United Arab Emirates.
- Return shipping costs for faulty or defective goods will be covered by The Big Hub. For returns due to other reasons (e.g., change of mind), the customer is responsible for return shipping costs.
- All communication relating to returns must be in English or Arabic.