Effective Date: 2 September 2024

1. INTRODUCTION

At BigXmarts, customer satisfaction is one of our top priorities. We are committed to providing a convenient, reliable and secure online shopping experience.

This Return, Refund and Exchange Policy explains the conditions under which customers may request returns, exchanges or refunds for products purchased through our marketplace.

By placing an order on BigXmarts, customers agree to comply with this policy, subject to their rights under applicable laws.

2. ELIGIBILITY FOR RETURNS

Customers may request a return under the following circumstances:

• The product received is damaged or defective.
• The wrong product was delivered.
• The product is significantly different from its description or displayed images.
• The product is incomplete or missing essential parts.
• The product does not meet the agreed specifications.

Return requests should be submitted within 7 calendar days of receiving the product, without limiting any longer cancellation or return rights provided by applicable law.

3. CONDITIONS FOR ACCEPTING RETURNS

For a return request to be considered:

• The product should be unused and in its original condition, except where inspection is necessary to identify a defect.
• Original packaging, accessories, manuals and tags should be included where applicable.
• Customers must provide proof of purchase or order details.
• Customers may be required to provide photographs or videos showing the problem.

BigXmarts reserves the right to assess return requests in accordance with this policy and applicable consumer protection laws.

4. NON-RETURNABLE PRODUCTS

Certain products may not qualify for returns or exchanges, including:

• Perishable goods and fresh food items.
• Opened or used personal care and hygiene products.
• Underwear and intimate products, except where defective or wrongly delivered.
• Digital products and downloadable items once accessed or delivered, where legally permitted.
• Custom-made or personalised products, except where defective or incorrectly supplied.
• Products clearly marked as non-returnable, subject to applicable consumer rights.

5. REFUND POLICY

Refunds may be approved under the following circumstances:

• The customer receives a defective product.
• The customer receives the wrong item.
• The seller cannot fulfil the order.
• An eligible order is cancelled before dispatch.
• An approved return meets the refund requirements.

Once a refund is approved, BigXmarts will process it through the appropriate payment method or another mutually agreed method.

The time required for the refund to reflect may depend on the payment provider or financial institution.

6. EXCHANGE POLICY

Customers may request an exchange when:

• The product received is defective or damaged.
• The wrong size, colour, model or variation was delivered.
• The seller has an available replacement product.

All exchanges are subject to product availability and approval.

If a replacement product is unavailable, the customer may qualify for a refund.

7. RETURN SHIPPING COSTS

• If a return results from the seller's mistake, defective products or incorrect delivery, the seller shall bear reasonable return shipping costs.
• If a customer requests a return because of a change of mind, the customer may be responsible for the return shipping costs where permitted by law.
• BigXmarts will communicate the applicable return arrangements before the product is sent back.

8. ORDER CANCELLATION

Customers may request order cancellation before an order is dispatched.

Once an order has been dispatched, cancellation may no longer be possible, and the customer may need to follow the applicable return procedure.

If a seller cannot fulfil an order after payment has been made, the customer will be notified and an appropriate refund will be processed.

9. RETURN REQUEST PROCEDURE

To request a return, customers should:

1. Log in to their BigXmarts account.
2. Locate the order in their order history.
3. Contact BigXmarts customer support or submit a return request through the available platform channels.
4. Provide the order number and reason for the return.
5. Attach photographs or videos where necessary.
6. Wait for return instructions before sending the product back.

Customers should not send products back without receiving return instructions.

10. SELLER RESPONSIBILITIES

All vendors selling through BigXmarts are expected to:

• Provide accurate product descriptions and images.
• Deliver products that match customers' orders.
• Honour applicable return, refund and exchange obligations.
• Respond promptly to return and complaint requests.
• Cooperate with BigXmarts in resolving customer disputes.

Sellers are responsible for the products they list and sell through the marketplace, subject to applicable laws and BigXmarts platform responsibilities.

11. BIGXMARTS RESPONSIBILITIES

BigXmarts is committed to:

• Providing a platform for customers and vendors to communicate.
• Assisting customers with return and refund complaints.
• Facilitating communication between buyers and sellers.
• Monitoring reported cases of misconduct or misleading product information.
• Taking appropriate action against vendors who repeatedly violate marketplace policies.

BigXmarts may investigate disputes and request additional information before making a decision.

12. PRODUCTS DAMAGED BY CUSTOMERS

Products damaged through customer misuse, negligence, improper handling or unauthorised modification may not qualify for returns under this policy.

However, this exclusion does not remove any consumer rights provided by applicable law.

13. CONSUMER RIGHTS AND LEGAL COMPLIANCE

This policy shall be interpreted in accordance with the applicable laws of the Republic of Ghana, including the Electronic Transactions Act, 2008 (Act 772).

Nothing in this policy is intended to restrict or remove any legal right available to customers.

14. CHANGES TO THIS POLICY

BigXmarts reserves the right to review and update this Return, Refund and Exchange Policy when necessary.

Any changes will be published on our official website and will apply as permitted by applicable law.

15. CONTACT US

For questions, complaints or assistance regarding returns, refunds and exchanges, please contact our customer support team.

Company: BigXmarts
Website: https://www.bigxmarts.com
Platform: BigXmarts Online Marketplace
Email: [email protected]

Thank you for shopping with BigXmarts.

BIGXMARTS – THINK GLOBALLY, SHOP LOCALLY.