Refund and Return Policy – BiggBazaar

 

At BiggBazaar (“we”, “us”, “our”) customer satisfaction is important. This Refund and Return Policy explains how returns, exchanges, order cancellations, and refunds work for purchases made on https://biggbazaar.com/ for customers in the United Arab Emirates.​

By placing an order on our Website, you agree to the terms below.

1. Eligibility for returns

  • You may request a return or exchange within 7 days from the date of delivery, unless a longer period is stated on the product page or required by law.​

  • Items must be:

    • Unused, unworn, and in the same condition you received them.

    • In the original packaging with all tags, labels, manuals, accessories, and freebies (if any) included.​

  • A proof of purchase (order confirmation email, invoice, or receipt) is required for all returns.​

If an item is defective, damaged, or not as described, you may be entitled to a repair, replacement, or refund in line with UAE Consumer Protection Law.​

2. Non‑returnable items

Unless faulty, the following items are typically not eligible for return or refund:

  • Underwear, innerwear, and certain intimate or hygiene products.

  • Cosmetics, beauty products, and personal care items that have been opened or used.

  • Perishable or temperature‑sensitive goods (if any).

  • Customised, altered, or made‑to‑order products.

  • Items marked as “Final Sale”, “Clearance” or “Non‑returnable” on the product page.​

If such items are defective or not as described, consumer rights under UAE law may still apply.​

3. Returns for defective, damaged, or wrong items

You may request a return or exchange if:

  • The item is defective or not functioning properly.

  • The item is damaged on arrival.

  • You received the wrong product, size, or color compared to your order.

  • The item does not match the description or specifications shown on our Website.​

In these cases:

  • Contact us within 48 hours of delivery with clear photos or videos showing the issue and the packaging.

  • After reviewing, we will confirm if the item is eligible for repair, replacement, or refund, as required by UAE Consumer Protection Law.​

4. Change‑of‑mind returns

  • Change‑of‑mind returns (where there is no defect or error on our side) may be accepted at our discretion, provided items meet the eligibility conditions in Section 1.

  • In change‑of‑mind cases, we may offer:

    • Store credit; or

    • Exchange for another product; or

    • Refund to the original payment method, depending on internal approval.​

We reserve the right to refuse change‑of‑mind returns that do not meet the required conditions.

5. Return process

To request a return:

  1. Contact us

    • Email/WhatsApp details as listed on our Contact Us page, including your order number, product details, and reason for return.​

  2. Submit evidence (if applicable)

    • For damaged, defective, or wrong items, provide clear photos or videos as requested.

  3. Approval and instructions

    • Once your return request is reviewed, we will inform you whether it is approved and share the return instructions and return address or pickup details.​

  4. Return shipping

    • Pack the item securely in the original packaging.

    • For defective/damaged/wrong items, we usually cover or arrange the return shipping, subject to our confirmation.

    • For change‑of‑mind returns, you may be responsible for return shipping charges unless stated otherwise.​

Items sent back without prior approval may be rejected.

6. Refunds

Once we receive and inspect the returned item:

  • We will notify you of the approval or rejection of your refund.

  • If approved, refunds will be processed within 5–14 business days. Actual posting time may vary depending on your bank or payment provider.​

Refund methods

  • Online card payments / online payment gateway: Refunds are usually made back to the original payment method used for the purchase, where technically possible.​

  • Cash on Delivery (COD) orders:

    • Refunds may be issued as store credit, voucher, or bank transfer, based on our internal procedures and what is disclosed at checkout.​

Deductions

  • Shipping fees and COD charges are generally non‑refundable, except where the return is due to our error (defective, damaged, or wrong item).

  • If the returned item is not in its original condition, or is missing parts not due to our error, we may issue a partial refund or reject the return.​

7. Exchanges

  • We may offer an exchange for the same product (for example, a different size or a non‑defective replacement) subject to stock availability.​

  • If the requested replacement is not available, you may choose another item of equal value, pay the difference for a higher‑priced item, or receive a refund/store credit as applicable.

8. Cancellations

  • Orders can usually be cancelled only before dispatch. Once an order is prepared or shipped, cancellation may not be possible and you may need to follow the return process instead.​

  • If a prepaid order is cancelled before dispatch and eligible for a refund, we will process the refund to your original payment method or as store credit, according to our standard refund timelines.

We reserve the right to cancel orders in cases of suspected fraud, pricing errors, or stock unavailability, with appropriate refund where payment has already been made.​

9. Warranty and repairs (where applicable)

For certain categories such as electronics, a manufacturer or seller warranty may apply:

  • Where a valid warranty exists, the product may be eligible for repair or replacement as per warranty terms.

  • Warranty conditions, if any, will be mentioned on the product page or warranty card.​

If a product is under warranty and develops a defect within the warranty period, you may be entitled to repair, replacement, or refund consistent with UAE Consumer Protection Law.

10. Your rights under UAE law

Nothing in this policy affects your rights as a consumer under applicable UAE laws, including:

  • Federal Law No. 15 of 2020 on Consumer Protection and its amendments.

  • Federal Decree‑Law No. 14 of 2023 concerning modern technology‑based trade and related regulations.​

Where there is any inconsistency between this policy and mandatory UAE consumer protection rules, the law will prevail.

11. Contact us

If you have questions about this Refund and Return Policy or want to submit a return or refund request, please contact us using the details provided on our Contact Us page on https://biggbazaar.com/.