Return Policy:

Bigorder offers a very flexible Return & Exchange policy. If your customer is not satisfied with the order, you can easily return/exchange the product using our app itself. However, there are a few basic rules to be eligible:
A) Product has to be in original & unused state
B) Request has to be raised within 7 days of delivery.
C) .Return Request can be accepted in the following conditions
: 1. Product(s) is physically damaged or is defective, including damage to the outer box delivered;
2. warranty issues or quality related issues with respect to the Product delivered;
3. wrong Product or the Product is not matching the description or specifications mentioned on the listing page on the Platform;part of the Order/ Products is found to be missing
4. Product was damaged in-transit; or
5. Any other logistics related issues
D) At the time of making a Return Request, Buyer will be required to provide appropriate supporting documentation/ proof including without limitation:
6. images of the Product(s) indicating the issue in the Product/ shipment delivered. The images need to capture the following: (a) the shipping label with Order ID; (b) Order details; (c) packed shipment; (d) issue observed by the Buyer in the Product; (e) damages to the Product; and/or (f) the IMEI number (in case the Product is a mobile phone);
7. unboxing/ normal video clip indicating the issues in the Product/ shipment delivered. The video clip needs to capture all sides of the package, order details, shipping label, quantity of the Product, damages in the Product, IMEI number (in case of mobile phones), any tampering with the outer box etc.;
8. copy of bill/ tax invoice for the Product received. If any further information or clarification is required from the Buyer, we will contact the Buyer.
Upon receipt of a Return Request from the Buyer, the same will be displayed on the Platform. We will internally scrutinize the Return Request raised by the Buyer . The Return Request raised by the Buyer will either be approved or rejected and the same will be communicated to the Buyer.
DECISION ON THE RETURN REQUESTS
Basis our internal scrutiny of the Return Request raised by the Buyer, any of the following may occur:
A) Approval of the Return Request: The Return Request shall be approved under the following scenarios:
1. The Return Request has been approved by the Bigorderr. In such case, the Reverse Shipment will be shipped to the Bigorder; or
In case of approval of the Return Request, if the Buyer has already paid for the Order, the order amount for the Product(s) shall be refunded to the Buyer or third party as per instructions of the Buyer.
B) Rejection of the Return Request: The Return Request raised by Buyer shall be rejected, in case of any of the following reasons:
1. If the Buyer does not respond to the inquiry calls and/or communication via other modes made by us to procure missing documentation and information in relation to the Return Request; or
2. supportive documents are insufficient, or Buyer is unable to provide sufficient proof in support of the claim.
C). Exceptional cases: In exceptional cases such as fraud, deficiency in service, or any other circumstance which may affect the user experience on the Platform, we may on good faith basis and in our sole discretion decide to pay the transaction amount for the disputed Product. The said payment of transaction amount shall be made to compensate for the inappropriate user experience. In such exceptional cases, payment will be initiated to the Buyer within forty-eight (48) banking hours from:
3. the date of approval of the Return Request by us; or
4. from the date Buyer confirms the dispatch of the Product from Buyer's premise/ shop/ designated pick-up location; whichever is later.
We may, in our sole discretion, check the contents of the returned Shipment that are picked up from the Buyer, however, we shall not assume any responsibility or liability with respect to such verification of the Shipment. If we choose to do such verification, our check will be limited to checking that the Products which are handed over to us match the description of the Products, quantity, colour, size, and/ or brand with the Product for which Return Request has been raised. Buyer's return request shall automatically stand cancelled in case the Products handed over to us do not pass the verification check. We will not entertain any further return request in case of any cancellation due to verification check.
DELIVERY OF REVERSE SHIPMENT TO THE Bigorder*
1. Once the Return Request raised by the Buyer is accepted, our representative will pick up the Shipment from the Buyer within such timelines, as maybe communicated or displayed on the Platform. At the time of such pick-up the representative shall conduct a quality check of the Shipment, and the representative may take photos, videos, etc. of the Reverse Shipment. 1. The Reverse Shipment will be delivered to the Bigorder (at the location from where the Shipment was picked up for
forward order delivery to the Buyer).
2. forty-five (45) days from the date of receipt of Reverse Shipment (non-food products) from the Buyer; and
3. two to five (2-5) days from the date of receipt of Reverse Shipment (Food and FMCG category) from the Buyer.