GUARANTEE

Guarantee Terms and Conditions

General: By using this website and/or registering as a user, you agree to be bound by these Terms and Conditions.

After-sales service protocol for distributors and drop shipping

First, it is important to note that almost 98% of BigDeal’s products are sold at a price ranging to €20. These items are mostly of Asian origin, which allows us (and you too) to get the best value for money (price-quality) to make sales.

We are wholesalers and sell to our distributors with extremely tight margins. Since you deal with the final customer and sell with higher margins, you must allocate a small part of your profits to cover certain unimportant incidents.

This is essential to establish a good and balanced trade relationship that is interesting for both parties. Therefore, we kindly ask you to be reasonable when processing any potential claim. Nevertheless, BigDeal will always comply with the Guarantee Law and we will make every effort to offer you the best service possible.

Most of the cases have simple solutions. For this purpose, we make our human team available to help you answer any questions you may have:

After-Sales and Customer Service Department: support@bigdeal.eu.com

What happens if you notice that you need to make a change after placing an order?

In case you need to change some particular detail of the shipping or invoicing addresses, it can be changed if the order has not been shipped yet. In the rest of the cases, the solution is to cancel the order and place a new one. A few days later, BigDeal will refund the cancelled order. However, we kindly ask you to call or send an email to the After-Sales Department explaining what has happened. Our team will try to answer back as soon as possible.

What can I do in case of an incident?

Possible situations:

Incidents within 24/48 hours of delivery with signs of damaged package

All our products leave the warehouse with the packaging in perfect condition. If your customer detects any damage on delivery, it isINDISPENSABLE that you state it clearly on the dispatch note of the courier company indicating for instance ‘PACKAGE VISIBLY DAMAGED.’ You should use the order confirmations you send to your customers to train them in this good practice, as BigDeal does with its distributors.

If your customer informs you of an incident within 24 hours of delivery attaching the scanned dispatch note, we can use this document to claim on the shipper’s insurance and replace the damaged product with a new one once the incident has been solved.

Incidents between 48 hours and 15 days of delivery

When a final customer calls you to complain about a defective product, packaging or any fault detected, you are responsible for providing the necessary support, since it is your customer and not ours. This includes checking the photos of the incident and collecting the product for an on-site check in your facilities. At this stage, you need to use common sense and, if a product arrives in bad condition and has a very low value, it is worth refunding the money to your customer rather than returning it and sending a new unit.

You must verify that all products you collect are truly defective. It is very common for customers to complain about products which do not really have any real problem. It is your responsibility to filter these potential fictitious incidents.

Wrong product drop shipped to your final customer

We will accept the replacement of wrong products. BigDeal will pay for the shipping expenses as long as the distributor has informed of the incident within 48 hours of delivery, except if BigDeal decides to refund the value of the product instead.

Guarantee – Technical support after 15 days of delivery

All products have a 2-year guarantee offered by the manufacturer from the date of delivery except in the case of perishable products or health and hygiene products. Defects caused by negligence, hits, misuse or tampering, wrong voltage or installation, or wear and tear, are not included. In the case of IT products, the guarantee does not cover virus removal, programme restoration or disc reinstallation. In the case of incidents where a claim on the guarantee is justified, the product will be repaired, replaced, returned, or have its price reduced, in compliance with the law.

The guarantee will be void:

– If any detail of the guarantee or the proof of purchase is modified, altered or replaced; and/or
– If the identification number or the guaranteed product is tampered with or repaired without prior authorisation by the Technical Service.

In order to exercise the guarantee, you must send us an email to support@bigdeal.eu.com with the following elements:

– BigDeal order number
– Product description
– Description of the product’s problem
– Attached photos in the case of visible damage

Each case will be dealt with individually and you will be given the technical service address of each manufacturer for your country or the place where your customer must send the product and accessories (with prepaid expenses). It is compulsory to include a copy of the sale’s invoice in the package, the Technical Support form given by us and the description of the detected problem.

Please bear in mind that we work with products of mostly Asian origin and the factory or technical service is usually located in Asia so it may not be possible to offer technical support directly. In these cases, you must follow the steps below:

‘How to replace a defective product to your customer?’

and

‘How to return defective products to BigDeal?’

If official technical support is available, the repair period will be that established by the official technical service.

Return of products in perfect condition

BigDeal does not buy back the products that the distributors could not sell in their shops or warehouses, or which may have been returned by their customers. If any of your customers wants to return a product in perfect condition and you accept the return, it will be your responsibility to deal with these products as BigDeal will not accept the return in any case.

How to replace a defective product to your customer?

Each distributor must decide what After-Sales Policy to apply to their website or business. In some cases it is preferable to refund the money to the customer to avoid further logistical costs.

How to cancel an order?

If you decide to cancel an order for any reason and stop it from being shipped, you must inform us immediately preferably by email to support@bigdeal.eu.com or by phone at (00359 54830 622)

Nevertheless, please bear in mind that once an order has been placed, BigDeal cannot guarantee its cancellation due to the fact that we strive to deliver orders as soon as possible and it is very likely for your order to be prepared and caged to be delivered to the courier company, which may have already collected it. In these cases, cancellation will not be possible. We kindly ask you to check your orders, delivery addresses, prices, products, quantities and attributes carefully before completing the order.

What happens if you or your customer do not collect an order?

When an order is not collected by the consignee, it will be returned to our warehouse. Once we have received it, it will be processed by the Technical Support team and passed on to the Administration Department for the refund to be processed.

The order shipment and the return to the warehouse entail transportation expenses, which the company or person who placed the order must pay for. Consequently, you will receive a payment corresponding to the order return minus the two-way delivery expenses.

This process may take up to 4 weeks.

How long is the guarantee period?

garantia-ENWe are committed to offering the highest quality and the best guarantee to our customers. All our products have a 2-year guarantee from the time of delivery in compliance with the law.

What is not included in the guarantee?

– Defects caused by negligence, hits, misuse, tampering, wrong voltage or installation, or wear and tear, are not included.
– In the case of computer products, the guarantee does not cover virus removal, software recovery for this reason or hard disk reinstallation after formating.

The guarantee will be void:

– If any detail of the guarantee or the proof of purchase is modified, altered or replaced; and/or
– If the identification number or the guaranteed product is tampered with or repaired without prior authorisation by the Technical Service.

Guarantee claims

In incidents where guarantee claims are justified, the product will be repaired, replaced, returned, or have its price reduced, in compliance with the law. To exercise your guarantee rights, you must provide the proof of purchase and contact the Customer Service Department by sending an email to: support@bigdeal.eu.com

Consumers have 7 business days to exercise their right of withdrawal without needing to justify their decision and without being penalised for exercising it. The return shipping fees will be paid by the buyer. Under no circumstance will we accept packages sent to our warehouse with carriage due