Handcrafted Products

At BIG ROYAL, we take pride in offering handcrafted products, where slight differences in detailing may occur. These minor printing and weaving irregularities contribute to the uniqueness and beauty of each handcrafted bag and cannot be labeled as defects.

Color Fastness

We do not provide guarantees on color fastness. Natural colors, such as indigo, may bleed during the first wash. Therefore, we do not offer refunds or exchanges in such cases.

Care Instructions

Handmade bags require special care to preserve their beauty and strength. We recommend reading our instruction manual for washing and care before using the bags. Requests for bag replacement or refund will not be considered valid if incorrect washing and caring methods cause damage.

Customer Satisfaction

Your satisfaction is of our most importance to us. If you are not satisfied with your purchase, give us feeback to improve the product.

In the Uncommon Occurrence That

• Wrong product has been delivered to you (i.e., the size or color differs from the option you selected).
• The product you have received is defective.
• Minor differences due to monitor settings should be measured as normal and are not subject to return.

Steps to Notify Us

Please notify us immediately by following the steps below:

1. Send an email to bigroyal0123@gmail.com along with a photo of the damaged product.
2. You can also contact us by phone at +91 91522 82165 or +91 70211 89152 for immediate assistance.
3. A Returns and Exchanges form is also required with necessary information. (To download a form click here)

Return Procedure

• Goods are returnable within 48 hours of receiving, provided they contain the original tags and sales invoice and are in unused condition.
• Choose any trusted courier service or place a pickup request with our courier partner. Our team will coordinate the process if the service is available in your area.
• Safely package the return packets to eliminate chances of further damage during transit. Refunds and replacements will be void on arrival of damaged products.

After Receiving the Package

Our team will decide whether the product is eligible for refunds or replacement and inform you via email.

• If eligible for return, the item will be replaced free of cost (subject to availability), or the cost of the goods (excluding freight charges) will be refunded to the credit/debit card used for purchasing.
• Freight charges for returning the goods will be deducted based on our predetermined tariff, depending on your location. If our courier partner is involved, no additional payments are required for the service.
• If the product is deemed unfit for return, goods will be delivered back to you.

Processing Time

It may take up to 10 days from our end to process and close a refund/replacement issue.

Allow one billing cycle for credits issued to your debit/credit card to appear on your statement.

The issuing bank manages the cardholder's account. We are not responsible for any delays in the amount being credited to a bank account. The time taken for the refund to appear on the cardholder's account may vary depending on the bank.

Cancellation Policy

BIG ROYAL believes in helping its customers as far as possible, and has therefore a liberal cancellation policy. Under this policy:

• Cancellations will be considered only if the request is made within the same day of placing the order. However, the cancellation request may not be entertained if the orders have been communicated to the vendors/merchants and they have initiated the process of shipping them.
• BIG ROYAL does not accept cancellation requests for perishable items like flowers, eatables etc. However, refund/replacement can be made if the customer establishes that the quality of the product delivered is not good.
• In case of receipt of damaged or defective items, please report the same to our Customer Service team. The request will, however, be entertained once the merchant has checked and determined the same at his own end. This should be reported within the same day of receipt of the products.
• In case you feel that the product received is not as shown on the site or as per your expectations, you must bring it to the notice of our customer service within the same day of receiving the product. The Customer Service Team after looking into your complaint will take an appropriate decision.
• In case of complaints regarding products that come with a warranty from manufacturers, please refer the issue to them.
• In case of any refunds approved by BIG ROYAL, it’ll take 9-15 days for the refund to be processed to the end customer.