This policy explains how returns, refunds, and replacements work at BigBuy, both online and in-store. It applies alongside our Terms & Conditions and is governed by UAE Consumer Protection Law. As always, have a UAE-qualified lawyer review this draft before publication.

Our return promise

We want every BigBuy customer to be happy with what they buy from us. If something arrives damaged, doesn’t match its description, or simply isn’t what you expected, we will make it right. Whether you shop online or walk into a BigBuy store, the same promise applies: we will replace, refund, or credit you fairly and without unnecessary friction. We treat returns the way we’d want to be treated ourselves, because earning your trust matters more to us than winning a single transaction.

Items that can be returned

Most non-perishable items purchased from BigBuy can be returned within 7 days of delivery or in-store purchase, provided they are unopened, unused, and in their original packaging with all tags, labels, and seals intact. This includes household goods, dry pantry staples in unopened packaging, kitchenware, cleaning supplies in original condition, baby products such as toys and accessories, and pet supplies that haven’t been opened. The product must be in resaleable condition for us to accept the return.

Items that cannot be returned

For safety, hygiene, and quality reasons, certain items cannot be returned once delivered or purchased. These include fresh produce such as fruits, vegetables, herbs, and salads; dairy products, eggs, meat, poultry, fish, and seafood; bakery items, prepared meals, and any ready-to-eat food; frozen foods once they have been removed from the cold chain; personal care, hygiene, and intimate-use products once opened; medicines, supplements, and pharmaceutical items; and any item that has been opened, used, or had its tamper seal broken. While these items cannot be returned in the usual way, they are still covered by our quality guarantee explained in point 8.

Time limits

For returnable non-perishable items, you have 7 days from the date of delivery or in-store purchase to start the return. For quality issues with fresh, frozen, or perishable items, you have 24 hours from delivery to notify us. For damaged or incorrectly delivered items, you should contact us within 24 hours of receiving your order so we can investigate while the issue is fresh. Returns initiated after these windows may not be accepted, except where required by UAE law.

How to return an online order

Returning an online order is straightforward. Open My Account, go to Orders, find the relevant order, and tap Return Item. Select the items you want to return and choose a reason from the dropdown. A BigBuy rider will then collect the items from your delivery address within 24 hours at no additional cost to you. Please keep the items in their original packaging and ready for collection. Once we receive and inspect the items, we will process your refund within 5 to 7 business days. You will receive an email or SMS at every step so you always know where things stand.

How to return an in-store purchase

For items bought in a BigBuy store, simply walk into any of our stores with the item and either your printed receipt, your digital receipt, or the registered phone number used at the time of purchase. Our counter staff will process the return on the spot. For card and digital wallet payments, the refund is initiated immediately and typically appears in your account within 5 to 7 business days depending on your bank. For cash payments, you can choose between a cash refund at the counter or BigBuy store credit, which is added to your account instantly and never expires.

Refund timelines and methods

We process all approved refunds within 1 to 2 business days of receiving and inspecting the returned items. The time it takes for the refund to reach you depends on your original payment method. Credit and debit card refunds typically appear within 5 to 7 business days, though some banks may take up to 14 days. Apple Pay, Google Pay, and Samsung Pay refunds follow the same timeline as the underlying card. Tabby and Tamara refunds are processed back through their platforms according to their own timelines, usually within 7 to 10 business days. Cash on Delivery refunds are issued either as a direct bank transfer, which requires you to share your IBAN and account holder name, or as BigBuy store credit which is faster and never expires. Refunds are always issued to the original payment method unless otherwise agreed.

Damaged, wrong, or poor-quality items — our quality guarantee

If your order arrives with damaged, missing, expired, or incorrect items, or if the quality of fresh produce, dairy, meat, or any other item is not up to standard, contact us within 24 hours of delivery. You can reach us through live chat on our website, by emailing support@bigbuymarkets.com, by calling +971 XX XXX XXXX, or by opening the order in My Account and tapping Report a Problem. We may ask for a photo of the affected item to help us investigate and improve. Once verified, we will at our discretion either replace the item with a fresh one on your next delivery, refund the item value to your original payment method, or credit your BigBuy account with the equivalent value plus a small goodwill bonus. You will not be asked to return damaged or perished items, and you will not be charged for the replacement or refund. This is our quality guarantee, and it applies to every order we deliver.