Refund and Returns Policy

Effective Date: February 24, 2025

At Bigali, we strive to provide high-quality clothing and a seamless shopping experience. If you are not completely satisfied with your purchase, we offer a refund and return policy to ensure a hassle-free process. Please read the following policy carefully to understand our guidelines on returns, exchanges, and refunds.

1. Eligibility for Returns

You may return an item if it meets the following conditions:

  • The item is unused, unworn, unwashed, and in its original condition.
  • The item includes all original tags, labels, and packaging.
  • The return request is made within 30 days of the delivery date.
  • The item is not part of final sale, clearance, or non-returnable items (see Section 6).

To initiate a return, please contact us at info@bigali.xyz with your order number and return reason.

2. Non-Returnable Items

Certain items are not eligible for return or exchange:

  • Final sale or clearance items
  • Customized or personalized products
  • Undergarments, swimwear, and socks (for hygiene reasons)
  • Gift cards or store credits

3. How to Return an Item

Follow these steps to process your return:

  1. Contact Us: Email info@bigali.xyz with your order number and reason for return.
  2. Receive Return Instructions: We will provide return approval and shipping details.
  3. Package the Item: Ensure the item is properly packed to avoid damage.
  4. Ship the Return: Use a trackable shipping method to send the item back.

Customers are responsible for return shipping costs unless the item is defective or incorrect.

4. Refund Policy

Once your return is received and inspected, we will process the refund under these conditions:

  • Approved refunds will be issued to the original payment method within 5-10 business days.
  • If the refund is delayed, please check with your bank or payment provider.
  • Shipping fees are non-refundable, except for defective or incorrect items.

5. Exchanges

We offer exchanges for the following situations:

  • Wrong size: If the size doesn’t fit, you may request an exchange for a different size.
  • Defective or damaged items: If you receive a faulty product, we will replace it at no extra cost.

To request an exchange, follow the same return process and specify your desired replacement item.

6. Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged, or incorrect, please contact us within 7 days of delivery with:

  • Photos or videos of the issue
  • Order details

We will provide a free return label and replace the item or issue a full refund, including shipping costs.

7. Late or Missing Refunds

If you haven’t received your refund yet:

  • Check your bank account or payment method.
  • Contact your bank or credit card provider, as processing times vary.
  • Email us at info@bigali.xyz for further assistance.

8. Cancellations

  • Orders can be canceled within 24 hours of purchase for a full refund.
  • After 24 hours, orders that have already been processed cannot be canceled but may be eligible for return after delivery.

9. Return Shipping Costs

  • Customers are responsible for return shipping costs, except in cases of defective or incorrect items.
  • We recommend using a trackable shipping service, as we are not responsible for lost or delayed returns.

10. Contact Us

For any return or refund inquiries, please contact us:

📍 Address: Binh Quoi Sub-hamlet
📞 Phone: (650) 3788595
📧 Email: info@bigali.xyz
🌐 Website: https://bigali.xyz/