Refund & Cancellation Policy

At Bighand India, we strive to ensure a smooth and transparent shopping experience. We understand that sometimes circumstances change, and you may need to cancel an order or request a refund.

This policy covers: order cancellations, refund eligibility, refund timelines by payment method, COD order handling, damaged item refunds, and international order refunds.

You may cancel your order within 12 hours of placing it, provided it has not yet been dispatched from our warehouse. Here's what applies:

The following orders cannot be cancelled under any circumstances:

• Custom / made-to-order items — once production has begun (typically within 4 hours of order confirmation)
• Stitched / tailored garments — blouses or garments stitched to your measurements
• Orders already dispatched — please initiate a return/exchange after delivery
• Flash sale / limited-time deal orders — these are processed on priority and cannot be cancelled
• Gift card purchases

A monetary refund is issued in the following circumstances:

Refunds are processed to the original payment method only. We do not issue refunds via cash, cheque, or alternate bank accounts.

COD is available for select pincodes in India. Please note the following for COD orders:

• Cancellation before dispatch: Simply cancelled — no payment was made, so no refund needed.
• Refusal at delivery: If you refuse a COD delivery without valid reason, a ₹99 handling fee applies and your account may be restricted from future COD orders.
• Return after delivery (defective/wrong): We collect your bank account details (account number + IFSC) and process a bank transfer within 7–10 business days.
• Repeated COD refusals without informing us may result in temporary suspension of COD facility on your account.

COD Refund Bank Transfer Requirements:

• Account holder name (must match your order name)
• Bank account number
• IFSC code
• Bank name and branch
• UPI ID (optional — for faster transfer)

We sincerely apologise for any inconvenience caused by a damaged, defective, or incorrectly shipped item. Here is our resolution process:

• Report within 48 hours of delivery by emailing support@bighand99.shop or WhatsApp +91 9713921016.
• Provide: Order ID, clear photos of the damaged/defective area, photo of the shipping label.
• An unboxing video is highly recommended — this significantly speeds up resolution.
• Once verified (within 12–24 business hours), we offer: (a) Free replacement with priority dispatch, or (b) Full refund including shipping charges.
• Reverse pickup is arranged FREE of charge by us.

In certain situations, a partial refund may be issued:

• International refunds are processed in INR to the original payment method. Currency conversion is done at the rate applicable at the time of refund.
• International wire transfer fees (if applicable) are borne by the customer.
• Destination country taxes paid by customers are non-refundable.

If a delivery attempt fails (customer unavailable, incorrect address, or delivery refused), the package may be returned to our warehouse (Return to Origin — RTO):

• Prepaid orders (RTO): Refund is issued after deducting forward + return shipping charges (typically ₹150–₹250 depending on location).
• COD orders (RTO): No payment was received, so no refund is applicable. However, you may re-order the same item.
• Incorrect address provided by customer: Re-delivery charges apply and are borne by the customer.
• Courier unable to deliver (remote area): We will contact you for an alternate address or issue a full refund.

Q: I placed an order by mistake — can I cancel immediately?
Contact us right away via WhatsApp at +91 9713921016. If the order is not yet dispatched, we can cancel it with a full refund. Speed is critical — reach out as soon as possible.

Q: My payment was deducted but I didn't receive an order confirmation.
This usually means the payment was processed but the order failed. Contact us with your payment screenshot and transaction ID. We'll verify and issue a full refund within 3–5 business days.

Q: I was charged twice for the same order.
Share the bank statement showing both deductions and your Order ID. We'll refund the duplicate charge within 3–5 business days after verification.

Q: Can I get a refund to a different bank account?
No. Refunds are always issued to the original payment method. For COD orders, we transfer to your provided bank account after verification.

Q: How will I know my refund has been processed?
You'll receive a confirmation email from us with the refund amount and reference ID. You can also check your payment app or bank statement.

Q: My refund timeline has passed but I haven't received it.
First, check with your bank — sometimes funds are held on the bank's end. If the bank confirms nothing is pending, contact us with your Order ID and refund reference number.

Q: Can I cancel an order and re-order with a different size?
If within the 12-hour window and before dispatch — yes. If already dispatched, you'll need to complete the exchange process after delivery. Using a different size in the new order? Apply the coupon code BIGHAND10 for 10% off.

Q: What if I used a discount coupon — will the full amount be refunded?
Refunds are issued for the amount actually paid (i.e., after discount). Discount codes are not refunded or re-issued unless the product was defective.