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At Bigella, we stand behind the quality of our products and want you to be completely satisfied with your purchase. If, for any reason, you are not satisfied, we offer a simple 7-day return policy with a full refund, subject to the conditions below.
1. Our 7-Day Return Policy
You may request a return within 7 days of receiving your order.
To be eligible for a return, the item must:
Please contact us before sending any item back. Unauthorized returns may not be accepted or processed.
2. How to Initiate a Return
To request a return, email info@bigella.com with the following information:
Our customer support team will respond to your request within 24 hours.
Please do not ship your item back until your return request has been approved and you have received return instructions.
Where available, you may be able to return your item to one of our designated offices. Bigella currently has offices in United States and Hong Kong.
3. Return Shipping
Unless otherwise required by applicable law or the return is due to a defective, damaged, or incorrect item, customers are responsible for the cost of return shipping.
We recommend using a trackable shipping service and retaining your shipping receipt until your return has been received and processed.
Bigella is not responsible for returns that are lost or damaged while being shipped back to us.
4. Wrong, Damaged, or Defective Items
We take care to ensure that every order is inspected and properly packaged before shipment.
If you receive the wrong item or your package arrives with significant visible damage, please contact us as soon as possible at info@bigella.com. Please include your order number and photographs of the item and packaging where appropriate.
If a product is determined to be defective, Bigella will, at our discretion, repair or replace the item within 7 days of delivery, at no additional repair or replacement fee.
We may request photographs or other information to assess the issue before providing return instructions.
5. Return Exclusions
The following items are not eligible for return:
Returns or refunds will generally not be provided for losses or delivery problems caused by customer error, including incorrect or incomplete shipping information, an incorrect delivery address, or other inaccurate information provided at checkout.
Nothing in this policy limits any mandatory consumer rights that apply under applicable law.
6. Refunds
Once we receive your returned item, we will inspect it to confirm that it meets the requirements of this Return Policy.
If your return is approved, we will send you an email confirming that your return has been received and accepted.
Approved refunds will be issued to the original form of payment used for the purchase.
Please allow 3–7 business days for the refund to appear in your account after it has been processed. The time required for the refund to appear may also depend on your bank, card issuer, or payment provider.
7. Exchanges
If you would prefer an exchange rather than a refund, please indicate this when contacting our support team.
Exchanges are subject to product availability and the eligibility requirements outlined in this policy.
For defective or incorrect items, Bigella will work with you to arrange an appropriate repair or replacement.
8. International Returns
International customers are responsible for following the return instructions provided by Bigella and for ensuring that returned items are properly documented and shipped.
Any customs duties, taxes, or other charges associated with returning an item internationally may be the customer's responsibility unless the return is due to an error or defect attributable to Bigella or applicable law requires otherwise.
9. Questions & Support
If you have questions about a return, refund, exchange, product condition, or sizing, please contact us before sending your item back.
Email: info@bigella.com
Website: bigella.com
We are here to help make sure you are completely happy with your Bigella purchase.