Refund policy

Return & Refund Policy

Effective Date: 26th August 2025

At BIG BAG, we take pride in offering high-quality luggage, travel bags, and accessories designed to make your journey smoother. If you are not satisfied with your purchase, our return and refund policy ensures a clear and hassle-free process.

1. Eligibility for Returns & Refunds

To qualify for a return or refund:
- The item must be unused, in its original condition, and with all original packaging.
- The return request must be submitted within 7 days of receiving your order.
- A valid proof of purchase (receipt or order confirmation) is required.

2. Non-Returnable Items

We cannot accept returns or refunds for:
- Products that have been used or show signs of wear.
- Items damaged due to misuse, mishandling, or poor storage.
- Final sale / clearance items.
- Customized or personalized products.

3. Damaged or Defective Items

If you receive an item that is defective (e.g., faulty zipper, wheel, or lock) or damaged during delivery:
- Contact us within 7 days of receiving your order.
- Provide your order details and clear photos of the issue.
- We will provide a solution in the form of an exchange, replacement, or refund.

4. How to Request a Return

- Contact our Customer Happiness Team at WhatsApp - 011 5682 8530  with your order number and details. Our team will guide you through the return process and provide the return address.

- Pack the item securely and ship it back as instructed.
- Once the item is received and inspected, we will confirm your refund or exchange.

5. Refund Processing

- Approved refunds will be processed within 14 business days.
- Refunds will be issued to the original payment method.

Please note that shipping fees are non-refundable, unless the return is due to a defective or damaged product.

6. Exchanges

- We only replace items if they are defective or damaged upon arrival.
- For exchange requests, please contact us within 7 days of receiving your order.

7. Contact Us

For any questions or assistance with returns and refunds, please reach out to us:
WhatsApp: 011-5682 8530
Email: bigbagos.my@gmail.com

By purchasing from BIG BAG, you agree to the terms stated in this Return & Refund Policy.