Returns and Exchanges Policy
BigBike is committed to a clear returns and exchanges process. Please read the conditions below carefully before ordering to avoid unexpected issues.
1. Return and exchange periods
| Request type | Period | Condition |
|---|---|---|
| Size or product exchange | 7 days from receipt |
Exchange for another size or a different product of equal or greater value |
| Refund or return | 1 day from receipt |
Change of mind immediately after receipt, or a defective product |
Important: After 1 day, if the product has no defect, BigBike only supports an exchange for another product — no refund. Shipping fees will be agreed by both parties depending on the order value.
2. Return and exchange conditions
✓ Accepted
- Original tags, seals and packaging remain intact
- Unused — not worn outdoors and not washed
- All original accessories are included in the box
- BigBike is contacted within the applicable period
✗ Not eligible
- Used or washed, even once
- Seal removed or packaging lost, even if unused
- Made-to-order products or products ordered with a customer-requested deposit
3. Sale and promotional products
| Request | Availability |
|---|---|
| Exchange for a product of equal or greater value | ✓ Supported — within or outside the original category |
| Refund or return | ✗ Not available for sale products |
4. Return and exchange shipping fees
| Case | Shipping fee |
|---|---|
| Customer selected the size and wants another size | Paid by the customer |
| BigBike advised and confirmed the size, but it does not fit | Paid by BigBike |
| Manufacturing defect, incorrect item, or item damaged on receipt | 100% paid by BigBike |
| Exchange for another product or a sale product | Agreed by both parties according to the order value |
5. Return and exchange process
| 1 | Contact BigBike within the applicable period Please call Hotline 0906 902 404, message Zalo 0764 640 679 - Mrs. Thu / Zalo or message Messenger Bigbike.vn. Describe the reason and send product photos or video. |
| 2 | Wait for BigBike's confirmation BigBike responds within 2–4 hours during business hours, checks the conditions and confirms whether the return or exchange is accepted. |
| 3 | Send the product to BigBike Pack it securely and clearly write your name and phone number. Send it to 79/30/52 Au Co, Ward 14, District 11, Ho Chi Minh City. |
| 4 | Receive the replacement or refund BigBike processes the request within 2–3 business days after receiving the returned product, then ships the replacement or issues the agreed refund. |
Returns and exchanges support
| Hotline | 0906 902 404 |
|---|---|
| Zalo support | 0764 640 679 - Mrs. Thu / Zalo |
| Messenger | Bigbike.vn |
| Business hours | Mon - Fri: 09:00 - 21:00 · Sat / Sun: 09:00 - 18:00 |
| Address | 79/30/52 Au Co, Ward 14, District 11, Ho Chi Minh City |