BIG TWIG Refund Policy: Your Satisfaction, Our Goal

At BIG TWIG, we're committed to delivering an experience as satisfying as a game-winning goal. If, for any reason, you find yourself in need of a refund, here's the play-by-play of our refund policy:

1. Eligibility for Refunds: We want you to be thrilled with your BIG TWIG purchase. Refunds are available for items that meet the following criteria:

• The item is in its original condition, unworn, and with all tags attached.
• The return request is initiated within 30 days of receiving the product.
• The item is not part of our non-refundable items list (e.g., personalized or customized items).

2. Initiate a Refund Request: To get the refund process rolling, reach out to our team at thebigtwig@bigtwig.store. Please include your order number and a brief explanation of the reason for the return. Our team will guide you through the necessary steps and provide you with a return authorization.

3. Return the Item: Once you've received your return authorization, pack up the item securely. Include a copy of your order confirmation or packing slip. Ship the package back to the address provided in the return authorization. Please note that the cost of return shipping is the responsibility of the customer, unless the return is due to a Puck Passion error.

4. Inspection and Processing: Once we receive your returned item, our team will inspect it to ensure it meets our refund eligibility criteria. Please allow 3-5 business days for this process. If everything checks out, we'll process your refund promptly.

5. Refund Method: Refunds will be issued using the original payment method used for the purchase. Please note that it may take a few additional business days for the refunded amount to reflect in your account, depending on your financial institution.

6. Non-Refundable Items: Certain items are not eligible for refunds. These include personalized or customized items, as well as any products explicitly marked as non-refundable during the purchase process.

7. Damaged or Incorrect Items: If you receive a damaged or incorrect item, please contact our Customer Support team at thebigtwig@bigtwig.store within 7 days of receiving your order. We'll make it right by either sending a replacement or providing a full refund, including any applicable shipping costs.

8. Questions or Assistance: If you have any questions or need assistance at any point in the process, don't hesitate to contact our Customer Support team at thebigtwig@bigtwig.store. We're here to ensure your BIG TWIG experience is nothing short of a hat trick.

Thank you for choosing BIG TWIG. Your satisfaction is our top priority, and we're here to assist you every step of the way.