Returns and Refunds Policy

At BigeStore, we want you to be completely satisfied with your purchase. This Returns and Refunds Policy explains when and how you can seek a refund for an order placed through the Platform, and how our team handles your request.

1When You Can Request a Refund

You may file a complaint and request a refund on an order that has been marked delivered, in any of the following situations:

• Not as described: The item you received differs significantly from its listing description, images, or specifications.
• Damaged or defective: The item arrived damaged or is defective and does not work as expected.
• Wrong item: You received a different item, size, color, or model than the one you ordered.
• Incomplete order: The package was incomplete or missing items.
• Not received: The order was marked delivered but you did not receive it.

2Refund Window

Complaints should be filed within 3 days of delivery. We recommend inspecting your items as soon as they arrive. After this window, we may still consider requests at our discretion, but a refund can no longer be guaranteed.

3How to Request a Refund

• Go to your My Orders page and open the relevant order.
• Select File a Complaint and choose the reason for your request.
• Provide a clear description of the issue.
• Submit the request. Our support team will be notified.

4How Refunds Are Decided

Our team reviews each complaint by examining the order details, the complaint reason, and any information you have provided. We strive to resolve every request fairly and promptly. Possible outcomes include:

• Full refund: You receive the full amount paid for the order, including any shipping fee paid.
• Partial refund: A partial amount is refunded where only part of the order is affected.
• No refund: Where the complaint is not upheld, no refund is issued.

5How Refunds Are Paid

Approved refunds are credited to your BigeStore Wallet as refund credits, which you can use toward future purchases or withdraw in accordance with your wallet terms. Refunds for orders paid by card may, where applicable, be returned to the original payment method. Refund processing times may vary depending on your payment method and financial institution.

6Non-Refundable Items

The following items are generally not eligible for return or refund:

• Items that have been used, washed, or altered after delivery, except where the item was defective.
• Digital, downloadable, or virtual products after they have been accessed.
• Perishable goods, food, and hygiene or intimate products for health and safety reasons.
• Custom-made or personalized items, unless faulty.
• Vouchers and gift credits, which have no cash value unless otherwise stated.

7Cancelled Orders

If we cancel your order before it has been shipped, or because payment failed or stock became unavailable, any amount paid will be refunded in full to your wallet or original payment method.

8Return of Goods

If a refund requires you to return the item, we will advise you on how to arrange the return and who bears the return shipping cost. Items must be returned in their original condition and packaging where reasonably possible, unless the item was faulty or damaged on arrival.

9Abuse of the Refund Policy

We monitor refund activity to prevent abuse, including repeated claims without valid cause, fraudulent complaints, or coordinated abuse. Accounts that abuse the refund process may be subject to suspension or termination, and we may refuse future refund requests where abuse is detected.

10Questions

If you have any questions about this policy or need help with a refund, please contact us through our Support page or by email at webmasterbun@gmail.com.