Service Provision, Returns and Refunds Policy

1. Delivery policy:

1. Delivery methods

• Customers buy goods directly at our store.
• Goods are shipped through delivery providers.

2. Estimated delivery times.

• Ho Chi Minh City: 1-2 days after ordering, excluding Sundays and public holidays.
• Other areas: 3-4 days after ordering, excluding Sundays and public holidays.

However, delivery may take longer in the following circumstances beyond our control:

• Our employees cannot contact the customer by phone and cannot deliver the goods.
• The delivery address provided is incorrect or difficult to find.
• An unexpected increase in order volumes delays order processing.
• A supplier delivers goods later than expected or a delivery provider is delayed.

3. Geographic delivery limitations.

For customers outside the city who wish to buy in large quantities or wholesale, we arrange delivery through transport companies. Charges follow the carrier's rates or the agreement between the two parties.

4. Responsibilities of merchants and logistics providers for goods documentation during delivery.

The delivery provider is responsible for supplying goods documentation during delivery.

The carrier has the right and responsibility to provide invoices to government authorities when requested.

The carrier is responsible for transporting goods with the original packaging intact.

The packaging of every order carries:

• Recipient details, including name, phone number and delivery address.
• The order's tracking number.
• To protect the goods, bigbike.vn includes an invoice.

5. Responsibility for goods damaged in transit.

• We are responsible for resolving customers' issues with goods damaged in transit, whether delivered by the store or by a third party.
• Customers may refuse delivery and request an exchange or return under the return/refund rules. We work with the delivery partner to resolve compensation for the order according to the cooperation agreement with the third-party carrier.

Note: If delivery is delayed, we notify customers promptly. Customers can choose to cancel or continue waiting.

2. Returns and refunds policy:

Return conditions:

BigBike is committed to clear support for exchanges and returns. Please read the conditions below before ordering to avoid unexpected issues.

Exchange and return periods

Note: After 1 day, if the product has no fault, BigBike only supports an exchange for another product, without a refund. Shipping charges are agreed between the parties depending on the order value.

2. Exchange / return conditions

✓ Accepted

• Original tags, seals and packaging remain intact
• Unused, not worn outside the home and not washed
• All accessories included in the box remain complete
• Contact BigBike within the applicable period

✗ Not applicable

• Products used or washed, even once
• Seals removed or the box missing, even if unused
• Custom-order products or products ordered with a deposit on request

3. Sale / promotional product rules

4. Exchange / return shipping charges

5. Exchange / return process