RETURN AND REFUND POLICY

Last Updated: 06/2/2025

Thank you for shopping at Bigonus. We are committed to ensuring your satisfaction with our products/services. If you are not entirely satisfied with your purchase, we're here to help.

This Return and Refund Policy applies to all purchases made through our website bigonus.com (the "Site").

1. RETURN ELIGIBILITY

To be eligible for a return, please ensure that:

• The item was purchased within the last 14 days.
• The item is in its original packaging (if applicable).
• The item is unused and in the same condition that you received it.
• The item is not on our list of non-returnable items (see section below).
• You have a receipt or proof of purchase.

Items that do not meet these criteria will not be considered for a return.

Note for Curated Platform / Marketplace: If items are sold by different vendors on our platform, the return eligibility and process might be subject to the individual vendor's policy, which must, at a minimum, meet the standards set forth by Bigonus. Please check the specific product page or vendor information for details. In case of discrepancy, Bigonus's policy will serve as the minimum standard.

2. NON-RETURNABLE ITEMS

Certain types of items cannot be returned, such as:

• Perishable goods (e.g., food, flowers).
• Personalized or custom-made items.
• Digital products or downloadable software.
• Gift cards.
• Intimate or sanitary goods (e.g., swimwear, underwear, beauty products if opened).
• Items marked as "Final Sale" or "Non-Returnable".

Please check the product description carefully to see if an item is non-returnable.

3. REASONS FOR RETURN

We accept returns for the following reasons:

• Item is damaged or defective upon arrival.
• Incorrect item received (e.g., wrong size, color, or product).
• Item does not match the description on the website.

4. RETURN PROCESS

To initiate a return, please follow these steps:

1. Contact our Customer Support team at support@bigonus.com or call us at +1 (415) 938-9366 within 14 days of receiving your item. Please provide your order number and a clear explanation of the reason for the return, along with photographic evidence if the item is damaged or incorrect.
2. Our Customer Support team will review your request. If your return is approved, we will provide you with a Return Merchandise Authorization (RMA) number and instructions on how to send your item back to us (or directly to the vendor, if applicable).
3. Securely package the item in its original packaging (if possible) and include all original tags, accessories, and documentation. Clearly mark the RMA number on the outside of the package.
4. Ship the item to the address provided by our Customer Support team. You will be responsible for paying for your own shipping costs for returning your item, unless the return is due to our error (e.g., damaged, defective, or incorrect item).

We recommend using a trackable shipping service or purchasing shipping insurance for items of value. We cannot guarantee that we will receive your returned item and are not responsible for items lost or damaged in transit during the return.

5. REFUNDS

Once we receive and inspect your returned item, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

• Approved Refunds: If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days. Please note that processing times can vary depending on your card issuer or bank.
• Partial Refunds: In certain situations, only partial refunds may be granted (if applicable), such as for items not in their original condition, damaged, or missing parts for reasons not due to our error, or any item returned more than 14 days after delivery.
• Shipping Costs: Original shipping costs are non-refundable. If you receive a refund, the cost of original shipping (if any) may be deducted from your refund, unless the return was due to our error.

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@bigonus.com.

6. EXCHANGES (IF APPLICABLE)

For Defective/Damaged/Wrong Items: Please contact us following the return initiation process. We will arrange for the return of the incorrect Bigonus item and discuss options, which may include shipping the correct item or issuing a full refund.

For Sizing/Preference Issues: The recommended process is to return the original Bigonus item (following the standard return procedure, customer pays shipping to the US address) for a refund and place a new, separate order for the desired size or style. This ensures you get the item you want faster, subject to availability.

7. DAMAGED OR INCORRECT ITEMS

If you receive an item that is damaged, defective, or incorrect, please contact us immediately at support@bigonus.com or +1 (415) 938-9366 within 14 days of receiving the order. Please provide your order number, a description of the issue, and photographic evidence. We will work with you to resolve the issue promptly, which may include providing a replacement, a refund, or a return shipping label at our expense.

8. RETURN SHIPPING COSTS

You will be responsible for paying for your own shipping costs for returning your item unless the return is due to an error on our part (e.g., you received a damaged, defective, or incorrect item). In such cases, we will provide a prepaid shipping label or reimburse you for reasonable return shipping costs.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping (if we paid for it initially for a non-error return) and the original shipping cost may be deducted from your refund.

9. GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.

10. VENDOR-SPECIFIC RETURN POLICIES (FOR MARKETPLACE)

As Bigonus is a curated platform that may feature products from multiple independent vendors, some vendors may have their own specific return and refund policies that supplement or, in some cases, offer more generous terms than this general policy. Please check the individual product page or the vendor's storefront page on our Platform for any such specific policies.

However, all vendors on Bigonus are required to meet the minimum standards set forth in this Return and Refund Policy. If there is a conflict between a vendor's policy and this policy, this policy shall prevail as the minimum standard unless the vendor's policy is more favorable to you (the customer).

In case of any dispute or uncertainty, please contact Bigonus customer support at support@bigonus.com for clarification and assistance.

11. CHANGES TO THIS POLICY

We reserve the right to modify this Return and Refund Policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated.

12. CONTACT US

If you have any questions about our Return and Refund Policy, please contact us: