REFUND AND RETURN POLICY (BIG ONE MART)

GENERAL

BIGONEDIGITAL, having its registered office at 500/A,SHYAM,VIHAR,NEW DELHI-110043,NEW DELHI INDIA.

India (“Bigonemart”, “we”, “us” or “our”) is managing and operating the mobile application/website and tablet applications available at www.bigonemart.com(collectively referred to as “Big One Mart”, “Website”, “App”), which inter alia facilitate the sale and purchase of products and services listed and sold (“Products”) on the Website. The term “User” or “Users” or “you” or “your” means any individual which uses, accesses or, browses the Website and/or purchases the Products on the Website.

We aim to provide the best User experience to our Users beginning from placing an order to initiating a cancellation/return/refund. While transacting on Big One Mart, you can expect a hassle-free experience in returning, cancelling the Products that you have ordered/booked and can rely on us as your preferred shopping destination.

The ‘Terms and Conditions’ published on Big One Mart shall be read by reference here. This cancellation, return, and refund policy (“Policy”), together with the Terms and Conditions sets out Big One Digital Pvt. Ltd. procedures and policies in accepting: (a) cancellation, (b) return, and (c) refund thereof. Any cancellation or refund of Products by you are subject to the terms and conditions set out under this Policy.

APPLICABILITY OF POLICY

By using Big One Mart and/or initiating a request for purchase of Product(s) on the Big One Mart, you agree to be bound by the terms contained in this Policy. If you do not agree to the terms contained in this Policy, you are advised not to transact on Big One Mart. Please note that, we may from time to time change the terms of the Policy. Every time you wish to use Big One Mart, please check the Policy to ensure you understand the terms and conditions that apply at that time.

TERMS OF CANCELLATION

You can cancel the order prior to the dispatch of Product by Big One Digital Pvt. Ltd. or the seller. The order cannot be cancelled once the dispatch has been initiated.

The request for cancellation of the order can be made by cancelling the order from ‘My Orders’ section by using the order tracking number, or by calling our customer care number, or any other method, as may be intimated by Big One Digital Pvt. Ltd. to you from time to time.

On the receipt of order cancellation request, your order will be cancelled with immediate effect, and the refund process will be initiated within 24 hours of confirmation of cancellation.  

TERMS OF RETURN AND REFUND

 

1. 1. You may initiate return of Products within the timelines and as per the terms stipulated under Annexure A (refer to the table provided at the end of this Policy) of this Policy. We would accept the request for return of such Product subject to the terms of this Policy. Big One Digital Pvt. Ltd. will not process return if you have placed the order for a wrong Product model, colour, or incorrect Product.
   2. All our packages come with tamper proof packaging. Please ensure that you do not accept packages where the seal is tampered/and or outer package is damaged. Acceptance of a tampered or a damaged package will automatically disqualify you from any return claims for physically damaged/defective Products, incorrect Product, or missing accessories.
   3. You may register a complaint or request for return through Big One Mart. To register a compliant or initiate return, please go to ‘Orders’ section and select ‘Help’ tab and then select ‘Still need help’ at the bottom of the page. You may select the option from the drop-down menu to log the complaint or contact us via e-mail/ call/ chat with us. To initiate return, you are required to select ‘log a complaint’ and provide the necessary details about the shipment and order, provide the details of the issue, if any, and request for return. For quality purposes, we may also require you to provide images of the Product sought to be returned. The ‘return’ tab shall be available only during the duration of the return window. In case of any complain or concern that may arise after the closure of the return window, you may contact the customer care. 
   4. If you have received any Product which is eligible for return in terms of this Policy, we suggest you to immediately register a request in this regard on the Big One Mart. We will in our sole discretion verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us, or (b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept, or reject the request for return. For such verification, we may request you to send us images/video of the damaged or defective Product received and/or our personnel to schedule a visit to assess the damage or defect in the Product. Further, to the assessment of the damage or the concern reported in the return request, Big One Mart may in its sole discretion resolve the issue subject to the assessment report, in a manner as it may deem fit.
   5. Please be informed that when you opt to return the Products, upon our verification of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy will be processed within a period of 7(seven) business day from the date of us verifying the defect or the non-compliance in the Product. Your refund will be processed only when the conditions as may be stipulated by Big One Digital Pvt. Ltd. are fulfilled. The refund amount will be credited to the original payment mode opted by you or in your payment associated with the Big One Mart eligible for amount refund, as may be chosen by you. You acknowledge that after initiation of refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider terms and conditions.
   6. Please be informed that for Products, for which you had opted for ‘Cash on Delivery’, as a payment option, you will receive refunds in your bank account (as per the bank account details provided by you to us) in case the Product is purchased from a third-party seller made available. However, if the Sale was consummated by Big One Digital Pvt. Ltd., you will receive your refund in your account or associated payment method with us. We do not make any cash refunds.
   7. The amount claimed as refund will be refunded to you within 7(seven) working days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you.

CUSTOMER SUPPORT TEAM

For any feedback, concern, or query, you may please reach out to us on the below contact details:

Write to us on: Info@bigonemart.com Call us at: 8826323770

S.No.	Category	Return Policy
1.	Home & Kitchen (Pooja Needs, Electrical, Mops, Brushes & Scrubs, Furnishing, Stationery, Toys, Games & Fitness, Kitchenware Dining)	7 days Returnable You may return the Product if it is damaged, defective or is not in working condition, or if parts of the Product or accessory is missing, or are different from what was ordered basis the Product description displayed on Big One Mart. In addition to the abovementioned conditions, we will accept the return if you keep the Products in its original condition, along with brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up.
2.	Dairy & Bakery ( Dairy, Toast & Khari, Breads and Buns, Bakery Snacks, Batter & Chutney, Cheese, Ghee Paneer & Tofu)	7 days Returnable Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the abovementioned reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.
3.	Staples (Atta, Flours & Sooji, Dals & Pulses, Rice & Rice Products, Edible Oils, Masalas & Spices, Salt, Sugar & Jaggery, Soya Products, Wheat & Other Grains, Dry Fruits & Nuts)	7 days Returnable Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the abovementioned reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.
4.	Disposable (Plates & Glasses, Kitchen & Toilet Rolls, Paper Tissues & Napkins)	7 days Returnable Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the abovementioned reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.
5.	Snacks (Foods, Biscuits & Cookies, Noodle, Pasta, Vermicelli, Breakfast Cereals, Snacks & Namkeen, Chocolates & Candies, Ready To Cook & Eat, Frozen Veggies & Snacks, Spreads, Sauces, Ketchup, Indian Sweets Pickles & Chutney, Extracts & Flavoring)	7 days Returnable Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the abovementioned reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.
6.	Beverages (Tea, Coffee, Fruit juices, Energy & Soft Drinks, Health Drink & Supplement, Soda & Flavored Water)	7 days Returnable Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the abovementioned reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.
7.	Personal Care (Hair Care, Oral Care, Skin Care, Bath & Hand Wash, Body Wash & Bathing Accessories, Feminine Hygiene, Men’s Grooming, Cosmetics and Beauty Products, Deodorants & Fragrances, Health & Wellness, Grooming Tools and Accessories	7 days Returnable Products under this category are non-returnable due to hygiene/ personal care/wellness, and consumable nature of the Product. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the abovementioned reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.
8.	Home Care  (Detergents, Dishwash, All Purpose Cleaners, Fresheners & Repellents)	7 days Returnable Products under this category are non-returnable due to hygiene/ personal care/wellness, and consumable nature of the Product. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the abovementioned reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.
9.	Mom & Baby Care (Baby Grooming, Baby Bath & Hygiene, Baby Food & Formula, Diapers & Wipes, Feeding, Baby Health & Wellness)	7 days Returnable Products under this category are non-returnable due to hygiene/personal care/wellness, and consumable nature of the Product. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the abovementioned reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.