We want you to be completely satisfied with your purchase! If something doesn't look or feel right, don’t hesitate to reach out to us via email at customer@bigbic.com, and we'll work to resolve the issue.

Please note that our policy allows for replacement or refund requests within 30 days of your purchase. If 30 days have passed, unfortunately, we cannot offer a replacement or refund.

By placing an order, you agree to the following terms: Currently, we do not offer returns in any case, only replacements. If your item is defective, you don’t need to return the original item; we will send you a replacement at no additional cost.

For hygiene reasons, and due to the custom nature of our products, we do not offer exchanges or full refunds unless there is a major issue with the item you received. A major issue includes:

• The item is significantly different from its description or the preview you were shown.
• The item is damaged due to a manufacturing or shipping error.
• You received the wrong item.

Insurance: If you do not receive your order within 30 days of purchase, we will provide you with a full refund.

Please Note:

We typically do not accept refunds or replacements for customer errors such as:

• Incorrect size, design, or color selection.
• Providing an incorrect address during checkout.
• Failing to review the design preview carefully (since our printing files are automatically generated and printed exactly as shown in the preview). Please double-check your order to ensure all details are correct.
• A 20% difference between the images shown and the actual item is acceptable, as lighting or display settings may cause slight color differences.

What to Provide When Filing a Claim:

To process your claim, please email us at customer@bigbic.com with the following details (required):

• Your order number.
• A video or photo of the defective product.
• If the issue is related to printing, please include clear photos of the error.
• If the problem is with print size or placement, include a measuring tape or ruler in the photo.
• If items are missing, provide a photo of the shipping label and the items you received, so we can investigate.
• Your full delivery address.

Our support team will review the photos or videos you submit. If your item is eligible for replacement, we will ship a new one to you at no extra cost. If a replacement isn’t possible, we will issue a full refund for the product (including shipping costs).

Replacement/Refund Process:

Since our products are customized, we do not accept returns. You are free to donate, keep, or dispose of the original item. The replacement will follow the same timeline as a new order.

For refunds, you will receive a confirmation once the process is complete. Refunds typically take 1-2 business days to process, and the funds will appear in your account in a few days (depending on your bank).