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While we all would prefer that products always work as expected out of the box, a very small percentage of the time there will be a problem. We're very sorry when this happens but sometimes items just don't work correctly straight from the manufacturer. Usually there's nothing you or Fragrance5ml.com could have done to prevent it.
OUR 30-DAY WARRANTY
All products come with a replacement warranty for 30 days from purchase or 7 calendar days after delivery whichever comes after. If your purchase does not match the description or is the item is defective, please contact us within 48 hours of receiving your order - we will make sure that all of your issues are resolved.
If you received the wrong item, please contact us within 48 hours of delivery. we will arrange to deliver the correct items or return all your payment.
For defective or faulty products, please take photos or videos and email us at support@BigBayBuy.com - we will replace or refund your purchase after consultation.
PLEASE NOTE: This policy does not cover misuse, accidental damage by customer, or any abuse of the purchased product.
Our policy lasts 30 days or 7 days from the date of delivery whichever comes after. If 30 days have gone by since your purchase, we encourage you to discuss the issue with us on support@BigBayBuy.com and we will try our best to assist you, but unfortunately, we can't guarantee you a refund or exchange.
In order to receive your refund please follow the steps below:
Products can only be returned if they are still in their original condition and packaging. Used products or products damaged by the customer will not be eligible for a refund.
Request to Return by emailing support@BigBayBuy.com with detailed reason for return and pictures or a video of the product that supports your reason. Upon approval, you will receive the address of the Auckland warehouse where you can mail the product you would like to return.
Late or missing refunds (if applicable)If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund yet, please contact us at support@BigBayBuy.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@BigBayBuy.com.
Sale/Promotion items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Can I Cancel my order after it has been placed?
Unfortunately, we are unable to cancel your order once it has been processed and/or shipped. If you cancel your order BEFORE it has been processed and/or shipped, you will be assessed a 20% cancellation fee to cover restocking fees and the charges assessed to us for refunds by the credit card companies.
Buyer no longer wants the items - this is the most common example which we cannot honor if we want to continue offering great value at Fragrance5ml.com. The buyer should make sure he or she wants to buy the items before submitting an order, not after. After an order is submitted, the buyer enters into a legally binding contract with BigBayBuy Limited to purchase all items in that order.
Buyer found items cheaper somewhere else - Buyer should be confident that he or she is ready to pay the asking prices before submitting an order. After an order is submitted, the buyer enters into a legally binding contract to purchase all items in that order.
Have other questions?
You can also Send a Message to contact us for any issue with an order or payment, and we will respond as soon as possible. It is an excellent way to track your issue through to its resolution.