Our return and exchange policy is designed to accommodate each customer’s needs, ensuring satisfaction with their purchase. For any queries, please contact us at sales@bigbrandsdistro.com

• Return Period: Defective products can be returned within 30 days of purchase.
• Return Requirements: Before returning any items, please ensure that hardware devices such as: pod systems, mod systems, 510 battery devices, and vaporizers) are thoroughly cleaned. We are not responsible for the loss due to courier mishandling or package confiscation. A 15% return processing fee will be applied if the item is received with liquid, hemp substances, or particles.
• Non-Returnable Items: For sanitary and safety reasons, consumable items cannot be returned once opened or used. This includes e-liquids, coils, pods, cartridges, disposables, prerolls, flower, kratom, batteries, and similar products.
• Return Shipping Cost: Customers are responsible for the cost of return shipping. Please note that shipping charges are third-party costs and are non-refundable.
• Purchases During Promotions or Sales: Items purchased during promotions, sales, or clearance events are final sale and cannot be replaced, as they are sold at the lowest rates.
• Refused Orders: If an order is refused by the customer or the shipping carrier, the shipping costs are non-refundable. For orders with complimentary shipping, the shipping cost will be deducted from the refund amount.
• Refund Process: Refunds will be issued to the original payment method (credit card, debit card, wire transfers) or as store credit. If the purchase was made using a prepaid card or a canceled credit card, store credit will be issued. Shipping cost incurred will be deducted from the refund.
• Restocking Fees: A 15% return processing fee may apply if:
  • The items are not cleaned or emptied before returning.
  • The items show signs of physical damage or user error.
  • The items are opened and not in their original packaging.
  • The defect is not apparent during evaluation or can be resolved with basic troubleshooting.

We appreciate your understanding and cooperation in adhering to these guidelines. Please reach out to us with any questions or concerns.