Returns, refunds & cancellations

Email hello@bigjoegh.com or message +233 59 358 3583 on WhatsApp. Give your receipt or order reference, what happened and the outcome you want. If you are cancelling under a right that requires no reason, you do not have to provide one.

We provide return instructions and explain what information is needed to assess a fault. Do not send a phone to an unconfirmed address. Our shop is at PZ, Adum, Kumasi, near Melcom; confirm the handover arrangement with support first.

Contact us as soon as possible before dispatch if you want to cancel or correct an order. If it has already left the shop, we explain the applicable return process. An account-deletion request does not cancel an order or remove a refund owed to you.

For eligible online goods purchases, you may cancel without reason or penalty within 14 days after receipt, subject to the exceptions in section 49 of Ghana’s Electronic Transactions Act, 2008 (Act 772). Only the direct return cost may be charged for that statutory cancellation. Other legal rights remain available.

A change of mind about an in-store purchase does not automatically carry the statutory online cancellation period. Contact us to discuss it. This does not affect your rights for faulty, incorrect or misdescribed goods.

Tell us if the phone supplied is incorrect, damaged, misdescribed or has a fault. We assess the issue and provide the appropriate repair, replacement or refund under your legal rights and any applicable warranty.

A Falaa Deal is priced with its specific disclosed issues in mind. Accepting a clearly disclosed issue is different from receiving an undisclosed defect, an incorrect phone or a misleading description. A Falaa label does not create a blanket “no refunds” exception or remove statutory cancellation rights.

Our 90-day store warranty covers functional defects, excluding the particular issues clearly disclosed and accepted for a Falaa Deal. Damage from misuse, drops, liquid exposure and ordinary wear is excluded only where relevant to the fault. A longer warranty stated on your receipt applies. Statutory rights continue independently of this warranty.

Back up your information, remove SIM cards, sign out of Apple ID and other personal accounts, disable activation locks, and erase your personal data before handover. Return the supplied items and pack the phone securely. Ask support for help if the fault prevents these steps.

Keep your receipt and return or courier evidence. We explain any issue found during inspection and how it affects the proposed remedy. We do not ask for your bank PIN, payment OTP or Apple ID password.

Approved return refunds are initiated within 14 days after we receive and assess the returned phone, or sooner where law requires. If we cannot fulfil an order because stock is unavailable, payment is refunded within seven days after we notify you.

Refunds normally use the original payment route. If that route is unavailable, we verify a suitable alternative with the customer; we do not refund an unrelated third party. We explain the refund status and provide a reference when available. Your bank, wallet or payment provider controls when the money appears. Store credit is not substituted for a refund owed without your agreement.

If your wallet shows a debit but an order says unpaid, contact us before paying again. We verify the provider record and investigate duplicate payments or pending reversals. Never send a PIN or verification code as evidence.

Contact support with the order reference, a short account of the problem and any relevant photographs or messages. We check the order, disclosed condition, payment, dispatch and delivery records, then explain our findings and proposed resolution. Keep the correspondence for your records.

If you disagree with the response, ask for a further review and explain what remains unresolved. You may also use your payment provider’s or bank’s dispute process, a relevant regulator or the courts. Contacting us first is encouraged; it does not take away those routes or extend their deadlines.

See our Terms & Conditions and Privacy Policy for the wider agreement and information handling.