1 Customer Satisfaction

At Bigstore 360, we make reasonable efforts to ensure that products are:

• Accurately described;
• Properly packed;
• Quality checked where applicable;
• Correctly processed;
• Correctly dispatched; and
• Delivered to the address provided by the customer.

If you receive a product that is damaged, defective, incorrect, materially different from the product ordered, or otherwise eligible for a remedy under applicable law or this Policy, please contact us promptly.

2 Eligibility for Return

A product may be eligible for return, replacement or another appropriate remedy where, subject to applicable law and the circumstances of the order, the product is:

• Damaged during transportation;
• Defective;
• Incorrect or different from the product ordered;
• Missing parts or accessories;
• Incorrect in size, colour or variant where the ordered specification was not supplied;
• Materially different from its description or advertised characteristics;
• Delivered in a materially different condition from what was agreed;
• Spurious or counterfeit, where applicable;
• Not of the characteristics or features advertised; or
• Otherwise eligible for return under applicable product-specific return terms.

3 Return Request Period

Customers should report eligible return, damage, defect, wrong-product or missing-item issues within:

The applicable return period may vary according to product category.

Where a longer period is required by applicable law, the customer's statutory rights will prevail.

4 Products Eligible for Return

Unless otherwise specified on the relevant product page, eligible products may generally include products that are:

• Damaged;
• Defective;
• Incorrectly supplied;
• Materially different from the product description;
• Missing essential components;
• Delivered in the wrong quantity; or
• Otherwise covered by our applicable return terms or mandatory consumer rights.

5 Products That May Not Be Returnable

Certain products may be non-returnable or subject to special return conditions because of their nature, hygiene requirements, perishability, personal-care use, customisation or other legitimate reasons.

Depending on the product and applicable law, such categories may include:

• Personalised or customised products;
• Made-to-order products;
• Products specifically manufactured according to customer requirements;
• Certain personal-care products after opening or use;
• Used soaps or personal-care products;
• Products where hygiene or health considerations make resale inappropriate;
• Products that are damaged after delivery due to customer misuse;
• Products without required original components, where return conditions require them; and
• Other products specifically identified as non-returnable on the product page.

6 Damaged Product

If your product arrives damaged, please:

1. Take photographs of the outer package before opening, where possible.
2. Take photographs/videos of the package and product.
3. Keep the original packaging and shipping label.
4. Do not unnecessarily use or alter the product.
5. Contact Bigstore 360 customer support within the applicable reporting period.
6. Provide the order number and relevant photographs/videos.

Where the damage is verified and a remedy is applicable, we may provide an appropriate resolution such as:

• Replacement;
• Return and refund;
• Repair, where appropriate;
• Partial refund where legally appropriate and accepted by the customer; or
• Another lawful remedy.

7 Defective Product

If a product is defective or does not function as represented, please contact us promptly.

Depending on the product and applicable warranty/guarantee, the remedy may include:

• Replacement;
• Repair;
• Return and refund;
• Manufacturer warranty service; or
• Another remedy available under applicable law.

8 Wrong Product

If you receive a product different from the one ordered, please contact us immediately.

• Wrong product;
• Wrong model;
• Wrong size;
• Wrong colour/variant;
• Wrong quantity;
• Wrong design where the ordered specification was materially different; or
• Another materially incorrect item.

Subject to verification, Bigstore 360 may arrange an appropriate replacement, return or refund.

9 Missing Product / Missing Components

If your package contains fewer products than ordered or essential components are missing, notify us promptly.

Please provide:

• Order number;
• Unboxing videography and photographs of the package;
• Product photographs;
• Shipping label photographs;
• Description of the missing item/component;
• Original packing with tags, where required.

After verification, we may provide the missing item, replacement, refund or another appropriate remedy.

10 Product Difference Due to Handcrafted Nature

Many Bigstore 360 products may be handmade, handcrafted or produced using traditional techniques.

Reasonable differences in:

• Colour;
• Texture;
• Pattern;
• Shape;
• Finish;
• Grain;
• Size; or
• Minor surface characteristics

may occur naturally.

Such reasonable handmade variations may not constitute a defect or reason for return where the product substantially conforms to its description.

11 Jewellery Returns

For imitation, artificial and German silver jewellery, customers should carefully review the product description, dimensions, material information and photographs before ordering.

Return eligibility may be affected by:

• Damage caused after delivery;
• Signs of use;
• Alteration;
• Removal of tags or protective packaging;
• Missing accessories; or
• Other customer-caused damage.

Where the jewellery received is wrong, defective, damaged in transit or materially different from the ordered product, the applicable return/replacement remedy will remain available subject to verification and applicable law.

12 Ayurvedic, Herbal and Personal-Care Products

For Ayurvedic, natural, herbal, skincare, body-care, hair-care and personal-care products, customers should carefully check:

• Ingredients;
• Product description;
• Directions for use;
• Warnings;
• Storage conditions;
• Expiry/best-before information; and
• Other label information.

For hygiene and safety reasons, certain opened or used personal-care products may not be eligible for return except where the product is defective, damaged, wrong, spurious or otherwise covered by applicable law.

13 Cancellation Before Dispatch

Customers may request cancellation before an order has been dispatched.

Cancellation is subject to the stage of order processing and applicable law.

14 Cancellation After Dispatch

Once an order has been dispatched, cancellation may no longer be technically possible.

Where cancellation cannot be stopped after dispatch, the customer may need to follow the applicable return/refusal procedure.

15 Cancellation of Customised Products

Customised, personalised or made-to-order products may have special cancellation conditions because production may begin specifically for the customer.

16 Cancellation by Bigstore 360

Bigstore 360 may cancel an order where reasonably necessary, including circumstances such as:

• Product becoming unavailable;
• Incorrect product information;
• Obvious pricing or technical error;
• Delivery becoming impossible;
• Address being outside the serviceable area;
• Suspected fraudulent transaction;
• Payment failure;
• Violation of applicable law;
• Product restrictions;
• Regulatory restrictions; or
• Other legitimate circumstances.

17 Refund Eligibility

A refund may be available where:

• An eligible order is cancelled;
• Bigstore 360 cancels an order after receiving payment;
• An eligible product is returned and accepted;
• A product is unavailable after payment;
• A wrong or materially different product is verified;
• A defective or damaged product is accepted for refund;
• A shipment is lost and a refund is determined to be appropriate; or
• Another circumstance gives rise to a refund under applicable law or the applicable product policy.

18 Refund Process

Once a return/refund request is approved, we will initiate the refund through the applicable payment method or other lawful means.

19 Refund Timeframe

Bigstore 360 aims to process approved refunds promptly.

After initiation, the actual crediting time may depend upon the customer's bank, card issuer, UPI provider, payment gateway, wallet provider or other payment service provider.

20 Refund to Original Payment Method

Where technically and legally possible, refunds for prepaid orders will generally be made to the original payment method.

• Credit/debit card → applicable card/payment account;
• UPI → applicable linked payment account;
• Net banking → applicable bank account;
• Digital wallet → applicable wallet/payment account.

21 Cash on Delivery Refunds

For COD orders, customers may be required to provide appropriate information necessary to process an eligible refund.

Bigstore 360 will not ask for:

• UPI PIN;
• ATM PIN;
• Internet banking password;
• Credit/debit-card PIN;
• OTP for unrelated banking activity; or
• Other confidential financial credentials.

22 Shipping Charges and Refunds

Treatment of original shipping charges will depend upon the reason for the return/cancellation and applicable law.

Where a product is returned because it is:

• Defective;
• Damaged;
• Wrong;
• Spurious;
• Materially different from what was advertised/agreed; or
• Otherwise subject to a legally required remedy.

23 Return Shipping Cost

Responsibility for return shipping may depend upon the reason for the return.

24 Exchange / Replacement

Where an exchange or replacement is available, Bigstore 360 may provide a replacement product subject to:

• Product availability;
• Verification of the issue;
• Applicable product category;
• Return eligibility; and
• Applicable law.

25 Return Procedure

26 Condition of Returned Products

Where a return is approved, customers should, where reasonably possible:

• Return the product in appropriate condition;
• Include original packaging;
• Include accessories;
• Include manuals/instructions;
• Include tags/labels where applicable; and
• Avoid unnecessary use or alteration.

27 Unboxing Video and Photographs

Customers are encouraged to record an unboxing video for valuable, fragile or damage-prone products.

Photographs/videos can help us investigate:

• Transit damage;
• Wrong products;
• Missing products;
• Packaging tampering; and
• Other delivery issues.

28 Return Inspection

Where inspection is reasonably necessary, the returned product may be checked for:

• Reported defect;
• Damage;
• Correct product;
• Completeness;
• Missing components;
• Signs of misuse; and
• Other relevant circumstances.

29 Refund for Partial Orders

If only one or some products from a multiple-product order are eligible for refund, the applicable amount will generally relate to the affected product(s), subject to:

• Applicable shipping charges;
• Discounts;
• Coupons;
• Promotional benefits;
• Bundled offers;
• Taxes; and
• Applicable law.

30 Coupons, Discounts and Promotional Offers

Where an order includes:

• Coupon discounts;
• Promotional discounts;
• Cashback;
• Free gifts;
• Buy-one-get-one offers;
• Bundle discounts; or
• Other promotional benefits.

The refund may be calculated according to the applicable offer terms, subject to applicable consumer law.

31 Refund Where Product is Unavailable

If payment has been successfully received but Bigstore 360 cannot fulfil the order because the product is unavailable, we will notify the customer where reasonably possible and process any applicable refund.

32 Failed / Duplicate Payment

If a payment is debited but an order is not successfully created or is duplicated due to a technical/payment issue, customers should contact us with the relevant transaction details.

We will investigate the transaction and process any applicable refund.

33 Fraudulent or Unauthorised Transactions

If you believe that an order or transaction was made without your authorisation, contact Bigstore 360 immediately and, where applicable, your bank/payment provider.

34 Return of Free Gifts / Promotional Items

If a product was supplied together with a free gift or promotional item, return or refund may require the applicable promotional item to be returned where the offer terms so provide.

35 International Orders

Where international shipping is available, returns and refunds may be subject to additional considerations, including:

• Customs;
• Import/export restrictions;
• International courier requirements;
• Customs duties;
• Taxes;
• Return shipping costs;
• Destination-country laws; and
• Product-specific restrictions.

36 Customs Duties and Refunds

For international orders, customs duties, import taxes and other destination-country charges may be payable by the customer unless expressly stated otherwise.

Refund treatment for customs duties or import taxes may depend on the relevant authority and applicable law.

37 Non-Delivery

If an order has not been received within a reasonable period after the estimated delivery timeframe, customers should contact us.

We may investigate the shipment with the relevant courier partner.

38 Order Marked Delivered but Not Received

If tracking shows “Delivered” but the customer has not received the package, please notify Bigstore 360 promptly.

We may investigate through:

• Courier records;
• Delivery confirmation;
• Delivery location information;
• Customer communication; and
• Other reasonable verification methods.

39 Returned-to-Sender Orders

If an order is returned to Bigstore 360 because of:

• Incorrect address;
• Incomplete address;
• Incorrect PIN code;
• Customer refusal;
• Repeated failed delivery attempts;
• Customer unavailability; or
• Other customer-related delivery issues.

We may contact the customer regarding re-delivery or refund.

40 Refund Not Received

If a refund has been confirmed as processed but has not appeared in your account, please:

1. Check your bank/payment account;
2. Allow the applicable banking/payment-processing period;
3. Contact your payment provider if necessary; and
4. Contact Bigstore 360 with the refund reference number.

We will assist in tracing the refund where reasonably possible.

41 Return Fraud and Misuse

Bigstore 360 reserves the right, subject to applicable law, to investigate suspected:

• False return claims;
• Repeated fraudulent claims;
• Product substitution;
• Return of a different product;
• Intentional product damage;
• Refund abuse;
• Payment fraud; or
• Other misuse of the return/refund process.

Where fraudulent activity is reasonably established, we may take appropriate lawful action.

42 No Unlawful Waiver of Consumer Rights

43 Consumer Protection

Bigstore 360 aims to comply with applicable Indian consumer-protection and e-commerce requirements.

We aim to provide clear information regarding:

• Product characteristics;
• Price;
• Payment;
• Shipping;
• Cancellation;
• Returns;
• Refunds;
• Customer support; and
• Grievance redressal.

44 Grievance Redressal

If you have a complaint regarding cancellation, return, replacement, refund, damaged product, defective product, wrong product, delivery, payment or any other e-commerce matter, please contact our designated grievance contact.

45 Customer Support

Please keep your order number available when contacting us.

46 Privacy and Personal Information

Information submitted during cancellation, return or refund processing may include personal and transaction information.

Bigstore 360 will handle such information in accordance with its Privacy Policy and applicable data-protection laws.

Customers should provide only information reasonably necessary for processing their request.

47 Policy Against Fraudulent Refund Requests

48 Changes to This Policy

Bigstore 360 may update this Return, Cancellation & Refund Policy from time to time because of:

• Changes in products;
• Changes in business operations;
• Changes in payment methods;
• Changes in return procedures;
• Changes in applicable law;
• Regulatory requirements; or
• Improvements to customer service.

The updated version will be published on this website with a revised “Last Updated” date.

49 Severability

If any provision of this Policy is found to be invalid, unlawful or unenforceable, the remaining provisions shall continue to apply to the maximum extent permitted by law.

50 Governing Law

This Policy shall be governed by and interpreted in accordance with the laws of India.

Any dispute shall be subject to the jurisdiction of competent courts and authorities, subject to applicable law and mandatory consumer rights.

51 Contact Information