Introduction

Welcome to BigBuy Markets. These Terms & Conditions (“Terms”) govern your use of our website at bigbuymarkets.com, our mobile-optimised platform, and our physical retail stores across the UAE.

By browsing our website, creating an account, placing an order, or visiting a BigBuy store, you agree to be bound by these Terms. If you do not agree with any part of these Terms, please do not use our services.

Please read these Terms carefully. They include important information about your rights, our responsibilities, and how disputes are resolved.

Eligibility

To use BigBuy services, you must:

Be at least 18 years old

Have a valid delivery address within our service area in the UAE

Provide accurate, current, and complete information when creating an account or placing an order

Have the legal capacity to enter into a binding contract under UAE law

Some products (such as energy drinks, certain medications, or other age-restricted items) may have higher minimum age requirements, which will be displayed on the relevant product page.

Your account

To place an online order, you’ll need to create a BigBuy account. When you do:

You’re responsible for keeping your login details confidential

You must notify us immediately if you suspect any unauthorised use of your account

You’re responsible for all orders placed through your account

You may not share your account with others or create accounts using false information

We reserve the right to suspend or close any account that breaches these Terms

You can close your account at any time through My Account → Settings → Close Account. Closing your account doesn’t cancel any orders already placed.

Products and descriptions

We make every effort to ensure that product descriptions, images, weights, pricing, and availability are accurate. However:

  • Product images are illustrative — actual products may vary slightly in colour, packaging, or design due to supplier changes
  • Fresh produce (fruits, vegetables, meat, fish, bakery) will naturally vary in size, shape, and colour
  • Weights for fresh items are approximate — you’ll be charged based on the actual weight delivered
  • Nutritional and ingredient information is provided by manufacturers — please check the product label for the most current details, especially if you have allergies
  • We reserve the right to limit quantities on any product
  • We reserve the right to discontinue any product without notice

If a product you receive significantly differs from its description, contact us within 24 hours of delivery for a replacement or refund.

Pricing and VAT

All prices on our website and in our stores are displayed in UAE Dirhams (AED)

Prices include 5% VAT as required by UAE law unless otherwise stated

Prices are the same online and in-store, unless a specific online-only or in-store-only offer applies

We reserve the right to change prices at any time — the price you pay is the price displayed at the moment you complete checkout

If a product is listed at an incorrect price due to a typographical or technical error, we reserve the right to cancel the affected order, even after order confirmation. In such cases, we’ll notify you and refund any amount paid

Placing an order

Online orders: When you place an order on our website, you’re making an offer to purchase the items in your cart. Your order is only accepted when we send you an Order Confirmation email or SMS. We reserve the right to refuse or cancel any order at our discretion, including (but not limited to) cases of:

Product unavailability

Pricing or description errors

Suspected fraud or misuse

Delivery to areas we don’t service

Orders that breach these Terms

In-store purchases: Standard retail rules apply. Once you’ve paid at the counter and left the store with your goods, the transaction is complete (subject to your return rights below).

Payment

We accept the following payment methods online:

Visa, Mastercard, American Express credit and debit cards

Apple Pay, Google Pay, Samsung Pay

Tabby and Tamara (buy-now-pay-later, subject to their terms)

Cash on Delivery (selected areas, may have an additional handling fee)

All online payments are processed through secure third-party payment gateways. We do not store your full card details.

In our stores, we accept cash (AED), all major cards, and the digital wallets listed above.

You authorise us to charge your chosen payment method for the total order value, including any delivery charges and applicable VAT.

Returns, refunds, and cancellations

We want you to be happy with what you buy from BigBuy. Our return policy in summary:

Most non-perishable items: Returnable within 7 days of delivery, in unopened, original condition

Fresh produce, dairy, meat, fish, frozen, and bakery items: Not returnable, but quality-guaranteed — if there’s a problem, contact us within 24 hours and we’ll replace or refund without requiring a return

Personal care, hygiene, and opened/used items: Not returnable for hygiene reasons unless faulty

Order cancellation: You can cancel an order free of charge before it’s been packed. Once packed or dispatched, cancellation may not be possible — contact us immediately

Refunds are processed within 5–7 business days to the original payment method. For Cash on Delivery orders, refunds are processed via bank transfer or BigBuy store credit.