Complaints Policy

BigBike receives complaints and supports customers regarding transactions, products and services at bigbike.vn. When a dispute arises, we prioritize discussion and an agreed resolution.

1. Scope

This policy applies to customers who transact on the website or use products or services supplied through it.

2. How to submit a complaint

Call the hotline or email us using the contact details below. Please provide your order number, the issue you want resolved and relevant photo or video evidence to help BigBike verify the case.

3. Resolution process

1. Acknowledge: Customer service receives the complaint and confirms receipt.
2. Investigate: The relevant team, such as technical support, the warehouse or delivery provider, checks the cause and extent of the issue.
3. Propose and agree: BigBike proposes an appropriate solution, such as an exchange, return, refund, compensation or correction, and contacts you to reach an agreement.
4. Resolve and close: Once you agree, BigBike carries out the agreed solution and confirms completion.

4. Complaints about personal information

If you find that your personal information has been used for an incorrect purpose or beyond the stated scope, contact our hotline or email and provide evidence. BigBike responds as soon as possible and no later than 24 working hours after receiving a privacy complaint.

See the Privacy Policy, Returns and Exchanges Policy and Warranty Policy.