RETURNS AND REFUNDS POLICY
1. Introduction
At BigJay, we want you to have a positive experience every time you shop with us. Occasionally though, we know you may want to return items you have purchased. This Returns Refunds Policy sets out our conditions for accepting returns and issuing refunds for items purchased on BigJay on behalf of our sellers. It also sets out when we will not accept returns or issue refunds.
2. Return period and conditions for acceptance of returns
Subject to the rules set out in this Returns and Refunds Policy, sellers on BigJay offer returns for most items within 7 days post delivery. We do not accept returns, for any reason whatsoever, after the returns period has lapsed. This does not affect your legal rights against the seller.
You may return items purchased on BigJay within the returns period, for the reasons listed below:
| Reason for Return |
Applicable Product Category |
| 🚫 Non‑Returnable Items |
All product categories except:
-
Product categories that cannot be returned for health and hygiene reasons, as further detailed in Section 3 below, include: detergent packs and tablets, drinks, beverages, drugs, food supplements, underwear, beach & swimwear, makeup, body shop, facial skincare, hand, hygiene, hand, feet, and nail care, fragrances, fabric deodorizer, haircare, health and relaxation, Adult/fetish items, and groceries.
- Events
- Tickets and Software
- Products with broken seals or missing tags
|
| Valid Return Conditions |
You can return items if:
|
| Item received broken or defective |
|
| Item received with missing parts or accessories |
|
| Item seems to be fake/unauthentic |
|
| Wrong item/colour/size/model |
|
3. Packaging returns
When returning an item for any reason, it must be in the same condition as received from BigJay, with original packaging and all tags and labels intact. Returned items remain your responsibility until received by us; therefore, please ensure they are securely packaged to prevent damage in transit.
4. Refunds
If your return is accepted, we will endeavour to refund the purchase price within the timeframe specified on our returns timeline page. In cases of incorrect, defective, or damaged items, delivery costs will also be reimbursed.
5. Rejected return and refund requests
All returned items are inspected to confirm the stated reasons. If your return is not approved, we will attempt to re-deliver the item twice. Should these attempts fail, you will be required to collect the item within 60 days; otherwise, it will be forfeited.
Tips to Avoid Issues
- Always check if the item has a non-returnable badge before purchasing
- Make sure to leave seals/tags intact, especially on electronics.
- Save your order details; no physical receipt is needed, but keep the return slip handy
- If pickup fails, follow up promptly to avoid cancellation.
More Enquiries
If you’d like instructions for your specific country, help initiating a return, or more details on certain item types, feel free to ask!
