Return and Refund Policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, you must meet and complete the following,

30-day return window
Customer provides shipping
35% restocking fee billed to customer

Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customerservice@bigboxavenue.com

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note that returns will need to be sent to the address given via direct communication with us.

CONDITIONS FOR RETURN OF AN UNUSED ITEM OR ORDER CANCELLATION:

The return must be requested within 30 days from date of invoice of the item(s).

The unit must be in its original packaging (pictures are required).

The purchase order number, reason for return, and the serial number(s) of the unit are required.

Return freight costs must be covered by the customer.

A 35% restocking fee will apply.

CONDITIONS FOR FREIGHT DAMAGE:

A thorough physical inspection of the unit(s) is required upon delivery, prior to signing the BOL. Any damages to the box(es), crate(s) or unit(s) must be clearly notated on the BOL. All freight damage cases must be analyzed by the Customer Service Department before accepting any return.

ACCEPTED FREIGHT:

All damages must be notated on the BOL.

PO number, serial number, pictures and written details of the damaged unit must be provided in order to process the return.

REFUSED FREIGHT:

In the event of refused freight, please notify us ASAP if a replacement is required.

Concealed damage can only be filed within 5 business days of the unit being delivered.

Provide the PO number, serial number, and pictures of the box, crate and unit in order for the case to be analyzed. (Please note that most of the time, these claims are declined, therefore it is very important the units are inspected before signing the BOLs).

RETURN OF USED OR DEFECTIVE ITEMS

If the item you received is defective, please contact our service department; they will evaluate the issue and schedule a service call if needed. Big Box Avenue will only accept returns of used items if our customer service department concludes that the unit is not repairable and that the issue is a manufacturer defect.

Refunds

We will notify you once we’ve received and inspected your return, from here we will let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7-10 business days. Please remember it can take 1-2 days for your bank or credit card company to process and post the refund too.
If more than 12 business days have passed since we approved your return, please contact us at customerservice@bigboxavenue.com