Return & Refund Policy

 

Bought the wrong product? Don't worry, if you're not completely satisfied with your purchase, you may return it to us. Just follow these simple steps below!

 

Big Boys Cave Return Policy

  • Items purchased from Big Boys Cave can be returned for refund or exchange within 10 days of receipt of shipment. Some products have different policies of requirements associated with them as noted
  • Big Boys cave must be notified of the return within 7 days of your receipt of the product.
  • Original receipt is needed for return. 
  • All returns must be in the original, factory-sealed packaging in the same condition that they were received. Products that have been opened, tampered with, played with or altered will not be eligible for return. We are unable to refund shipping costs (if have).
  • If the return was due to an error of ours (for instance, we accidentally sent the wrong merchandise), we will accept responsibility for all shipping costs related to the return.
  • When shipping back the incorrect item to us, please use Pos Laju or City Link. If the package is too large or very valuable, please feel free to contact us so that we may arrange the return. 
  • If the return is not due to an error of ours (i.e.- you ordered it and then decided later on that you don't want it), the buyer accepts full responsibility for all shipping costs plus a 10% re-stocking fee will be deducted from your refund. 
  • Package returned to us marked "Refused", "Undeliverable", or otherwise, are subject to a 30% re-stocking fee (This is solely to recoup our losses from charges we incur when this happens). If a package is lost or misdirected due to an incorrect input address, Big Boys Cave is completely not responsible. We have no control over addresses typed on the checkout pages. Please make sure you have typed in the correct address
  • For assistance, please contact customer service by email or via WhatsApp Monday-Friday between 10 AM and 6 PM. We will get back to you within 24 hours.

 

To prepare for your return

  • Get your return form here
  • Include the original invoice and a completed copy of the Return form. Please don't forget to include your order number with any return!
  • We kindly ask that you package all items carefully to ensure safe shipping. We also recommend that you choose to track the parcel, as we can't otherwise guarantee that we will receive your returned item.

 

Please address the return to:   

BigBoys Cave Enterprise

1-015 Millennium Square,
Jalan 14/1 , 46100 
Petaling Jaya , Selangor
Malaysia

Contact:  +601164964868

 

Special Circumstances

  • Seller Error: If we made a mistake, such as sending the wrong item, please let us know right away and we will gladly send the correct item in exchange whenever possible at no additional cost to you. 
  • Defective items: If you receive an item with a manufacturer's defect, please contact us within 10 days of receiving your order to arrange for a replacement. 
  • Shipping Damage: If your purchase arrived damaged, please contact us as soon as possible to initiate a parcel damage claim. To expedite your claim, please email [email protected] with photographs of the package and damaged contents. *Please note that a minor packaging flaw that doesn't affect the contents is not considered a defect or damage for parcel insurance or refund claims. A small bend, scuff or indentation on exterior packaging can occur at any point in the manufacturing, supply or shipping processes. 
  • Refused or Undeliverable Packages: Packages returned because of purchaser error or refused delivery are subject to a restocking fee of up to 30% of the purchase price to recover the cost of processing, shipping, and then re-stocking and re-processing the order.

Non-Returnable Items: *These items are ineligible for return due to consumer safety or to ensure product integrity

  • Sealed cases of random assortments, blind bags, mystery packs, etc.
  • Gift cards and gift codes.

Refunds are usually issued within 7 business days of us receiving the product back. During the busy holiday season, please allow up to two weeks for a credit to be issued. Please don't forget to include your order number with any return!

 

Cancellations

Orders may be cancelled as long as they have not been processed. Out cut off time is 11:00 AM on a business day. Please contact our customer service by email or WhatsApp us to see if your order has not yet been processed and can still be cancelled. 

 

Please contact us at [email protected] or drop us a WhatsApp message if you have any questions or doubts.