Refund and Return Policy

At BIGRATI LLC, your satisfaction is our highest priority. We want you to love every product you purchase from us – and if for any reason you are not completely satisfied, we are here to make it right. Our refund and return policy is designed to be fair, transparent, and easy to understand.

This page provides detailed information about our return process, eligibility requirements, refund timelines, and more. Please read through this policy carefully before initiating a return. If you have any questions that are not addressed here, our customer support team is ready to assist you.

I. Our Commitment to Customer Satisfaction

We understand that buying products online can sometimes be challenging – you cannot see, touch, or experience the item before it arrives. That is why we stand behind every product we sell with a commitment to quality and customer satisfaction.

Our Promise to You

  • If you are not satisfied with your purchase, you may return it within our specified return window

  • We will process your return quickly and efficiently

  • We offer refunds to your original payment method or store credit – your choice

  • Our team is here to guide you through every step of the return process

We believe that a fair and generous return policy is essential to building trust with our customers. We want you to shop with confidence, knowing that BIGRATI has your back.

II. Return Policy Overview

Return Window

You have 30 days from the date of delivery to initiate a return for eligible products. This window gives you ample time to receive your order, inspect the product, and decide if it meets your expectations.

Important Notes

  • The 30-day window begins on the date your order is delivered, not the date it was shipped

  • If your 30-day window falls on a weekend or holiday, you may initiate the return on the next business day

  • Returns initiated after the 30-day window may not be accepted

Eligibility Criteria

To be eligible for a return, your item must meet the following conditions

  1. Unused Condition – The item must be in new, unused condition. It should show no signs of wear, damage, or use.

  2. Original Packaging – The item must be returned in its original packaging, including any boxes, inserts, and protective materials.

  3. Complete Product – All components of the product must be included. For example, if you purchased a set of mugs, all mugs must be returned.

  4. Undamaged – The item must not be damaged, broken, or altered in any way. Normal handling during shipping is expected, but damage caused by improper use or mishandling will affect eligibility.

  5. Proof of Purchase – You must provide your order number or proof of purchase to initiate the return.

Non-Returnable Items

While we strive to accept returns on most products, certain items are not eligible for return due to hygiene, safety, or customization reasons

  • Socks and Hosiery – Due to hygiene reasons, socks and hosiery items are non-returnable once the packaging has been opened. If the packaging is still sealed and the item is unused, returns may be accepted at our discretion.

  • Personalized or Customized Items – Products that have been personalized, engraved, or customized specifically for you cannot be returned.

  • Gift Cards – Gift cards and store credits are non-refundable and cannot be exchanged for cash.

  • Final Sale Items – Products marked as “Final Sale” or “Clearance” are non-returnable.

  • Items Damaged by Customer – Products that have been damaged due to improper use, mishandling, or failure to follow care instructions.

III. How to Initiate a Return

We have made the return process as simple and straightforward as possible. Follow these steps to initiate your return

Step 1 Contact Our Customer Support Team

Before sending any items back, you must contact us to initiate the return process. This ensures that your return is properly documented and that you receive the correct return instructions.

Contact Information

  • Email bigratillc@gmail.com

  • Phone +84392856669

What to Include in Your Message

  • Your order number

  • The name of the product(s) you wish to return

  • The reason for the return

  • Whether you prefer a refund or store credit

  • Any relevant photos (if reporting damage or defects)

Step 2 Receive Return Authorization and Instructions

Our support team will review your request and provide you with

  • A Return Authorization (RA) Number – This number must be included with your return package

  • The correct return shipping address

  • Any specific instructions for packaging the item

  • Information about return shipping costs (who pays, shipping method recommendations)

Important Do not send any items back without first receiving a Return Authorization Number. Returns sent without an RA number may be delayed, refused, or not processed.

Step 3 Package Your Return

Carefully package the item(s) you are returning to ensure they arrive in good condition.

Packaging Tips

  • Use the original packaging if possible

  • Wrap fragile items (such as ceramic mugs) in bubble wrap or protective material

  • Seal the package securely with tape

  • Include a copy of your order confirmation or a note with your order number and RA number

  • Write the RA number clearly on the outside of the package

Step 4 Ship Your Return

Ship your return package using a carrier that provides tracking and delivery confirmation. We recommend using USPS, UPS, or FedEx with a tracking number.

Tracking is Essential

  • Always obtain a tracking number for your return shipment

  • Keep the tracking number in case you need to verify delivery

  • BIGRATI is not responsible for items lost or damaged during return shipping

Step 5 Confirmation and Processing

Once we receive your return package, we will

  1. Inspect the item to verify it meets our return eligibility criteria

  2. Process your refund or store credit

  3. Send you a confirmation email

The entire process typically takes 5 to 10 business days from the date we receive your returned item.

IV. Return Shipping Costs

Who Pays for Return Shipping?

If the Return Is Due to Our Error
If you received a damaged, defective, or incorrect item due to our error, we will cover the cost of return shipping. We will provide you with a prepaid return shipping label or reimburse you for the shipping cost.

If the Return Is for Other Reasons
If you are returning an item because you changed your mind, no longer need the product, or for any reason not related to our error, you are responsible for the return shipping costs. These costs will not be refunded.

Shipping Method Recommendations

We recommend using a shipping method that provides

  • Tracking number

  • Delivery confirmation

  • Insurance (for high-value items)

USPS – Priority Mail with tracking is often the most affordable option for smaller packages.

UPS – Ground or standard shipping with tracking.

FedEx – Ground or standard shipping with tracking.

International Returns

For international returns, shipping costs can be higher. Please contact us before shipping your return to discuss the most cost-effective option. International customers are responsible for all return shipping costs and any customs fees or duties associated with the return.

V. Refund Process and Timelines

Refund Options

When you initiate a return, you have two options for receiving your refund

  1. Refund to Original Payment Method – The refund will be issued to the credit card, debit card, or digital wallet you used for the original purchase.

  2. Store Credit – You may choose to receive store credit instead of a refund to your payment method. Store credit can be used for future purchases on our website and does not expire.

Refund Amount

The refund amount will include

  • The full purchase price of the returned item(s)

  • Any applicable taxes that were charged on the item(s)

The following are not refunded

  • Original shipping charges (unless the return is due to our error)

  • Return shipping costs (unless the return is due to our error)

  • Any customs duties or import fees (for international orders)

Processing Time

Once we receive your returned item and verify its condition

  • Refund Processing We will process your refund within 3 to 5 business days of receiving the return.

  • Bank Processing After we process the refund, your bank or card issuer may take an additional 3 to 10 business days to reflect the credit in your account.

  • Store Credit Store credit is typically issued within 3 to 5 business days and can be used immediately for future purchases.

Partial Refunds

In some cases, we may issue a partial refund if

  • The item is returned in used condition or shows signs of wear

  • The item is returned without original packaging

  • The item is missing components

  • The item is returned after the 30-day window

We will notify you before processing a partial refund and explain the reason for the reduction.

Refund Notification

You will receive a confirmation email when

  • Your return is received

  • Your refund has been processed

  • Your store credit has been issued

If you do not receive these notifications within the expected timeframe, please contact us.

VI. Exchanges

If you received a product and would prefer a different size, color, or design, you may request an exchange instead of a refund.

Exchange Process

  1. Contact Us – Reach out to our support team to request an exchange. Provide your order number and the details of what you would like to receive instead.

  2. Return the Original Item – Follow the return instructions to send back the original item. You are responsible for return shipping costs unless the exchange is due to our error.

  3. Process the Exchange – Once we receive and inspect the returned item, we will ship the replacement product to you. You will not be charged additional shipping for the replacement item.

Exchange Timelines

The exchange process typically takes 7 to 14 business days from the date we receive your returned item, depending on shipping times.

Items Not Eligible for Exchange

  • Non-returnable items (as listed in Section II)

  • Items no longer in stock (we will offer a refund or store credit instead)

VII. Damaged, Defective, or Incorrect Items

We take great care in packaging and shipping your orders, but occasionally issues can occur. If you receive a damaged, defective, or incorrect item, we will make it right at no cost to you.

What to Do

  1. Contact Us Immediately – Reach out to us within 7 days of delivery to report the issue. Include your order number and a clear description of the problem.

  2. Provide Photos – For damaged or defective items, please attach clear photos showing the issue. This helps us assess the situation and process your claim quickly.

  3. Follow Our Instructions – We will provide you with return instructions and, if applicable, a prepaid return shipping label.

Resolution Options

Depending on the situation, we may offer

  • Full Refund – A refund to your original payment method or store credit

  • Replacement – A new item sent to you at no additional cost

  • Partial Refund – For minor issues where you wish to keep the item

No Cost to You

If the issue is due to our error – such as damage during shipping, a manufacturing defect, or the wrong item being sent – we will cover all return shipping costs and any additional shipping fees for replacements.

VIII. Cancelations and Order Modifications

Order Cancelation

If you need to cancel an order, please contact us as soon as possible. We will do our best to accommodate your request, but please note the following

  • Before Shipping If your order has not yet been shipped, we can cancel it and issue a full refund.

  • After Shipping If your order has already shipped, you will need to wait for delivery and then initiate a return following our standard return policy.

Order Modifications

If you need to modify your order – such as changing the shipping address, updating payment information, or adding items – contact us immediately. We will do our best to make the requested changes before the order is processed for shipping.

IX. International Returns

For our international customers, returning items involves some additional considerations.

Return Process

The return process for international orders is similar to domestic orders, with a few differences

  1. Contact Us – Initiate the return by contacting our support team.

  2. Return Shipping – You are responsible for return shipping costs unless the return is due to our error. International return shipping can be more expensive, so we recommend using a carrier that provides tracking.

  3. Customs Documentation – When shipping your return, you may need to complete customs documentation. Mark the package as “Returned Goods” to avoid additional customs fees.

Refund Timelines

International refunds may take longer to process due to the time required for return shipping and bank processing. Please allow 10 to 20 business days from the date we receive your return for the refund to appear in your account.

Customs Fees and Duties

If you paid customs duties or import fees on your original order, these fees are generally not refundable. You would need to contact your country’s customs authority to inquire about any potential refunds.

X. Store Credit and Gift Cards

Store Credit

Store credit is a flexible option for customers who prefer not to receive a refund to their original payment method. Store credit can be used for any future purchase on our website and does not expire.

How to Use Store Credit

  • Store credit will be issued as a unique code

  • Enter the code at checkout to apply the credit to your order

  • If your purchase amount is less than your store credit balance, the remaining balance will stay on your account

Gift Cards

We may offer gift cards from time to time. Gift cards are non-refundable and cannot be exchanged for cash. They can be used for purchases on our website just like store credit.

XI. Frequently Asked Questions

Q How long do I have to return an item?

A You have 30 days from the date of delivery to initiate a return. Please contact us within this window to begin the return process.

Q Who pays for return shipping?

A If the return is due to our error (damaged, defective, or incorrect item), we cover the return shipping costs. For all other returns, you are responsible for the return shipping costs.

Q How long does it take to get a refund?

A Once we receive your returned item and verify its condition, we process refunds within 3 to 5 business days. Your bank or card issuer may take an additional 3 to 10 business days to reflect the credit in your account.

Q Can I exchange an item for a different one?

A Yes, we accept exchanges. Contact us to initiate the exchange process. You will need to return the original item, and we will ship the replacement once we receive and inspect the return.

Q What if I received a damaged or defective item?

A Contact us immediately with your order number and photos of the damage. We will arrange for a replacement or refund at no cost to you, including return shipping.

Q Are socks returnable?

A Socks and hosiery are non-returnable once the packaging has been opened due to hygiene reasons. If the packaging is still sealed, returns may be accepted at our discretion.

Q What if I lost my order number?

A If you cannot find your order number, please provide us with the email address used for the purchase and the date of the order. We will locate your order in our system.

Q Can I return items purchased on sale?

A Items marked as “Final Sale” or “Clearance” are non-returnable. Regular sale items that are not marked as final sale are returnable following our standard return policy.

Q Do you offer price adjustments?

A If an item you purchased goes on sale shortly after your purchase, please contact us. We may offer a price adjustment at our discretion.

Q What happens if my return is lost in transit?

A We recommend using a shipping method with tracking and insurance. BIGRATI is not responsible for items lost or damaged during return shipping. If your return is lost, you will need to file a claim with the carrier.

XII. Contact Us About Returns

If you have any questions about our return policy or need assistance with a return, please do not hesitate to reach out. Our team is here to help.

BIGRATI LLC
7901 4TH ST N STE 300
ST. PETERSBURG, FL 33702
United States

Email bigratillc@gmail.com
Phone +84392856669
Website bigrati.shop

XIII. Policy Updates

BIGRATI LLC reserves the right to update or modify this refund and return policy at any time without prior notice. Changes will be effective immediately upon posting to our website. We encourage customers to review this policy periodically to stay informed of any updates.

The most current version of this policy will always be available on our website at bigrati.shop.

BIGRATI LLC – Faith, Quality, and Inspiration in Every Product