Refund and returns policy

Products & Usage 

Big Country supply vehicle accessories specifically designed and intended to use on 4×4 and overlanding vehicles. Please read and follow all instructions carefully that come with our products. For example, any documents that help you use our products. 

7 Day Cooling-off Period 

Section 44 of the ECT Act may apply to your electronic transactions. If you qualify as a consumer under the Electronic Communications and Transactions Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty. 

Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the products or service. The transaction must be an electronic transaction – a transaction concluded via (in whole or in part) the website, email, or SMS. 

Product Returns 

We regret that electrical components and products are not able to be returned. You must return any other products in new condition with all packaging and materials within 7 days. We will refund the purchase price of the products (minus the direct costs of returning the products) within five to seven working days from the date of cancellation. Regrettably we do not refund any shipping fees when applicable to a cooling-off period request. 

Please note that the original shipping fees are non-refundable and may be deducted off your refund. 

Dispute Resolution 

If we do not accept that we supplied defective or unsuitable products, and our customer services department has not been able to help, any customer may still take the matter up with a suitable ombud or other dispute resolution body, or take legal action. 

The dispute resolution procedures under the CPA do not necessarily apply to all transactions. 

Product Warranty 

We warrant that all our products are new and of good quality unless we clearly describe them as used or reconditioned or as having specific defects. For our full Product Warranty, click here. 

Returns Procedure 

A customer must return unsuitable products within 7 days of delivery according to our returns and refunds procedure. 

The customer will be required to confirm your contact details, date of purchase, Order/Invoice Number, and all details of the physical products that you want to return, including how and why you believe the products are defective or unsuitable for your purpose. 

If goods need to be returned from a different location than the shipping address to which the order was delivered, please indicate so at that time. In the event you require an exchange, please indicate what alternative product you believe may be better suited. 

Damaged Items 

When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please take pictures of the damaged package and contents and contact us immediately at 011-795-9700 or email us on admin@bigcountry.co.za with as much information possible. 

Please provide the order number along with your email address, clear picture and description of damaged goods and phone number for fastest service. To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.