Refund policy

We apply a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To initiate a return, you can contact us at: contact@bigboxscooter.com. Please note that returns must be sent to the following address:

VIAPOST INDUSTRIES
LOGISTICS PLATFORM
640 Chemin de la Verdière
13880 Velaux, France

If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items returned without a prior return request will not be accepted.

You can always contact us for any return-related questions at contact@bigboxscooter.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and resolve it.

Exceptions or non-returnable items
Certain types of items cannot be returned, such as perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have any questions or concerns about a specific item.

Unfortunately, we do not accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for a new item.

14-day cooling-off period in the European Union
Notwithstanding the above, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund has been approved or not. If approved, you will be automatically refunded to your original payment method within 10 business days. Please remember that it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved, please contact us at contact@bigboxscooter.com.

RIGHT OF WITHDRAWAL: SATISFIED OR YOUR MONEY BACK

You have a 30-day right of withdrawal (provided for by Article L121-20-12 of the Consumer Code) to return a product that does not suit you. This right is exercised without penalty. Within this period, you may return the product along with your invoice.

We kindly ask you to return the goods by registered or tracked mail and to insure the shipment for the commercial value of the products. This is particularly necessary in case of loss or damage by the carrier.

This return right only applies to products returned in their original condition and complete (packaging, accessories, instructions, etc.), in perfect condition and unused. Items returned incomplete, used, damaged, or soiled by the customer will not be accepted.

The time limits mentioned above start from the date of receipt of the order.

In case of a refund:

If the product is returned within 30 days (postmark as proof) from delivery, BIG BOX will issue a refund via bank transfer.
If the product requires inspection under the right of withdrawal, BIG BOX will make every effort to refund the user as quickly as possible. This timeframe will depend on the technical tests carried out by our after-sales service.

We ask that you contact us via the contact form BEFORE returning the product.

RETURN

For any return, you must send the package via postal service (or another carrier) to the following address:

VIAPOST INDUSTRIES
LOGISTICS PLATFORM
640 Chemin de la Verdière
13880 Velaux, France