After-Sales Terms and Conditions

After-sales service protocol for distributors and dropshipping

First, it is important to note that BigBuy offers almost 98% of its products at prices ranging from €0.50 to €20. Most of these items are of Asian origin, which allows us (and you too) to get an excellent price-quality relation to generate sales.

We are wholesalers and sell to our distributors with extremely tight margins. Since you deal with the final customer and sell with higher margins, you must allocate a small part of your profits to cover certain unimportant incidents.

This is essential to establish a good and balanced trade relationship that is interesting for both parties. Therefore, we kindly ask you to be reasonable when processing any potential claim. Nevertheless, BigBuy will always comply with the Guarantee Law and we will make every effort to offer you the best service possible.

Most of the cases require simple and easy solutions. For this purpose, we put our human team at your service to help you to answer any question you may have.

After-Sales and Customer Service Contact us(0034) 96 115 04 22

What happens if something needs to be changed after an order has been placed?

In case you need to change some particular detail of the shipping or invoicing addresses, it can be changed if the order has not been shipped yet. In the rest of the cases, the solution is to cancel the order and place a new one. A few days later, BigBuy will refund the cancelled order. However, we kindly ask you to call or send an email to the After-Sales Department explaining what has happened. Our team will try to answer back as soon as possible.

What can I do in case of an incident?

Possible situations

Incidents within 24/48 hours of delivery with signs of damaged package

All our products leave the warehouse with the packaging in perfect condition. If your customer detects any damage on delivery, it is INDISPENSABLE that you state it clearly on the dispatch note of the courier company indicating for instance ‘PACKAGE VISIBLY DAMAGED.’ You should use the order confirmations you send to your customers to train them in this good practice, as BigBuy does with you.

If your customer informs you of an incident within 24 hours of delivery attaching the scanned dispatch note, we can use this document to claim on the shipper's insurance and replace the damaged product with a new one once the incident has been solved.

Incidents between 48 hours and 15 days of delivery

If a final customer calls you to complain about a defective product, packaging or any other defect they may detect, it is you who will have to deal with the customer, as it is your customer and not ours. This includes verifying the incident with photos and returning your customer’s product to your facilities for an on-site check. It is at this stage that you need to be reasonable and, if a product of a very low value arrives in bad condition, it is worth refunding the money to your customer rather than returning it and sending a new unit. You must verify that all products you collect are truly defective. It is very common for customers to complain about products which do not really have any real problem. It is your responsibility to filter these fictitious incidents.

Wrong product drop shipped to your final customer

We will accept the replacement of wrong products. BigBuy will pay for the shipping expenses as long as the distributor has informed of the incident within 48 hours of delivery, except if BigBuy decides to refund the value of the product instead.

Guarantee - Technical support after 15 days of delivery

All products have a 2-year guarantee offered by the manufacturer from the date of delivery except in the case of perishable products or health and hygiene products. Defects caused by negligence, hits, misuse or tampering, wrong voltage or installation, or wear and tear, are not included. In the case of IT products, the guarantee does not cover virus removal, programme restoration or disc reinstallation. In the case of incidents where a claim on the guarantee is justified, the product will be repaired, replaced, returned, or have its price reduced, in compliance with the law.

The guarantee will be void:

- If any detail of the guarantee or the proof of purchase is modified, altered or replaced; and/or

- If the identification number or the guaranteed product is tampered with or repaired without prior authorisation by the Technical Service.

To make use of the guarantee, you must communicate this to use through the Contact Area, indicating:

- BigBuy order number

- Product description

- Description of the product's problem

- Attached photos in the case of visible damage

Each case will be dealt with individually and you will be given the technical service address of each manufacturer for your country or the place where your customer must send the product and accessories (with prepaid expenses). It is compulsory to include a copy of the sale's invoice in the package, the Technical Support form given by us and the description of the detected problem.

Please bear in mind that we mainly work with products of Asian origin and the factory is usually located in Asia so it may not be possible to offer technical support directly. In these cases, you must follow the steps 'How can my customer have a defective product replaced?' and 'How can I return defective products to BigBuy?'

If official technical support is available, the repair period will be that established by the official technical service.

Return of products in perfect condition

BigBuy does not buy back the products that the distributors could not sell in their shops or warehouses, or which may have been returned by their customers. If any of your customers wants to return a product in perfect condition and you accept the return, it will be your responsibility to deal with these products as BigBuy will not accept the return in any case.

How can my customer have a defective product replaced?

Each distributor must decide what After-Sales Policy to apply to their website or business. In some cases it is preferable to refund the money to the customer to avoid further logistical costs. In case you need to replace the product, the procedure is very simple: The distributor must visit http://www.bigbuy.eu/en, make a new order and pay for it, just as if it were a regular order, which will be shipped within 24/48 hours.

How can I return defective products to BigBuy?

BigBuy gives an exceptional free collection service to distributors for those products with factory defects they have collected from their customers. BigBuy will do a free pick-up through its warehouses every two months as long as they have reached 90€ of cost. If this amount is not reached, BigBuy will postpone collection for up to 6 months. After this date, BigBuy will pick up your merchandise for free even if you have not reached that amount. These terms will not be applicable in the Canary Islands, Ceuta and Melilla and non-EU countries where the distributor must send the goods to the mainland, bearing the shipping costs and indicating "defective merchandise - NO COST" on the invoice.

If a distributor decides to return the products outside these conditions, the distributor will pay for any costs incurred and must notify BigBuy of this decision so we can process the return.

Step 1

Fill in all the fields of the 'Product Return' Excel template.

This template is in Excel format and should be duly filled out and sent to the Customer Support and Post-Sales Dpt. (request the template in this same email if you do not have it).

Save this template in your computer and add to it any incidents that may occur. Once the conditions above are fulfilled, you may send it to be processed.

Step 2

You will receive an email with the return approval and a RMA No., as well as instructions regarding the collection.

Step 3

You must prepare the package correctly. To do so, put all the defective products inside a big cardboard box (or boxes). Please bear in mind that the original boxes of the products must arrive in perfect condition, without labels or damages. As a result, you must use reinforced cardboard boxes and seal them well.

Enclose the printed Excel document in the package and clearly indicate the RMA no. and return address on a label outside (We will reject any package that does not arrive duly identified).

The guarantee only covers manufacturing defects, and in no case wear and tear or misuse. We will only refund the money of products with manufacturing defects so you must pay close attention to those with signs of wear and tear or hits. In the case of packagings with damage or transport labels, we will not refund 100% of the product’s value. Therefore, it is important for you to inform your customers that they must reinforce the packaging of the returned products with an extra cardboard box keeping the original packaging intact.

Step 4

Once the products have been received, BigBuy's technical service will check each of them and they will be refunded then. All refunds will be made with the same form of payment as the orders were made. Payments will be made effective within approximately 4 weeks of receiving the products in our warehouse. This process takes time as each unit needs to be checked by our technical service team and then it passes to the Administration Department, which makes the payments on a 'first come, first served basis.' Therefore, we kindly ask you to be patient.

In which cases will BigBuy not refund 100% of the product's value?

- If the product has clear signs of misuse, unjustified damage or arrives in bad condition;

- If the product is returned without the packaging, with a damaged packaging, or with transport labels that make the packaging unusable - 50% of the product's value will be discounted; and

- If the product is returned with missing parts or accessories, or if the incident description is not real - the product will not be refunded.

Very important: No refund will be made for products returned to BigBuy that are not faulty or whose incident description is not real. They will be stored in our warehouse and you will receive a notice. You will have 7 days of receiveing the notice to confirm if you want the products to be returned to your warehouse after paying for the shipping costs. If we do not receive any confirmation or payment within 7 days, the products will be destroyed in a recycling centre and BigBuy will not accept any claim for the products under any circumstances.

When is the money refunded?

Once the products have been received in our warehouse and we have checked their condition, we will proceed to refund the amount according to the payment method used by the customer except in the case of cash, which will be refunded by bank wire transfer. Please bear in mind that the refund process may take several weeks until the received goods have been checked.

What happens if your customer does not collect an order?

When an order is not collected by the consignee, it will be returned to our warehouse. Once we have received it, it will be processed by the Technical Support team and passed on to the Administration Department for the refund to be processed.

The order shipment and the return to the warehouse entail transportation expenses, which the company or person who placed the order must pay for. Consequently, you will receive a payment corresponding to the order return minus the two-way delivery expenses.

This process may take up to 4 weeks.