English
Return Policy for Bigshop Kenya Ltd
Effective Date: 2024
At Bigshop Kenya Ltd ("Bigshop," "we," "us," or "our"), we strive to provide a seamless shopping experience for our customers while supporting our vendors. This Return Policy outlines the terms and conditions for returning products purchased through our platform, www.bigshop.co.ke.
1. General Conditions for Returns
Returns are subject to the following conditions:
Returns are accepted only for products purchased through Bigshop’s platform.
Return requests must be initiated within 7 days of delivery or collection unless otherwise stated by the vendor.
Products must be unused, in their original packaging, and in the same condition as received.
Proof of purchase, such as the invoice generated by Bigshop, must be provided.
2. Vendor Responsibilities
a. Return Policy Disclosure
Vendors are required to clearly state their return policies, including conditions and timeframes, for products listed on Bigshop.
b. Processing Returns
Vendors are responsible for:
Reviewing return requests promptly.
Approving or denying return requests based on their disclosed return policies.
Communicating the return decision to the customer within 3 business days of receiving the request.
c. Refund or Replacement
Upon approval of a return request, vendors must:
Provide a replacement for the returned product if applicable.
Issue a refund to the customer if a replacement is unavailable. Refunds are processed directly by the vendor to the customer.
3. Non-Returnable Items
The following items are generally non-returnable unless explicitly stated otherwise by the vendor:
Perishable goods (e.g., food and flowers).
Customized or personalized products.
Digital goods, including software and eBooks, once downloaded or delivered.
Items marked as "final sale" or "non-returnable."
4. Return Process
a. Initiating a Return Request
Customers must contact the vendor directly or reach out to Bigshop’s support team at [email protected] to initiate a return. Customers must provide the following details:
Order number
Product details
Reason for the return
Supporting evidence (e.g., photos of defective or damaged products)
b. Vendor Review
The vendor will review the return request and communicate their decision within 3 business days. If the return is approved, the vendor will provide instructions for returning the product.
c. Return Shipping
Customers may be responsible for return shipping costs unless the product is defective, damaged, or not as described.
Vendors must notify customers if return shipping labels or arrangements are provided.
5. Bigshop’s Role
a. Mediation
Bigshop may mediate disputes between customers and vendors to ensure a fair resolution. Customers can escalate unresolved issues to Bigshop by contacting us at [email protected].
b. Platform Responsibilities
Bigshop facilitates communication between vendors and customers but does not directly handle the return or refund processes.
6. Inspection and Approval
Returned products are subject to inspection by the vendor to ensure they meet the return conditions. If a product is found to be ineligible for return, the vendor will notify the customer and return the product to them at their expense.
7. Changes to This Return Policy
We reserve the right to update this Return Policy from time to time. The updated policy will be posted on this page with the "Effective Date" revised accordingly. Continued use of our platform constitutes acceptance of the updated policy.
8. Contact Us
For any questions or concerns regarding this Return Policy, please contact us at:
Bigshop Kenya Ltd
Email: [email protected]
Website: www.bigshop.co.ke
