Refund policy

Right of Withdrawal and Return of Goods

As a consumer, you have the right to return purchased goods without providing a reason. Below is a description of how this is done, within what timeframe, and what we refund.

1. Right of Withdrawal within 14 Days

1.1. You have the right to withdraw from the contract within 14 days without giving any reason and without incurring any compensation or penalty.

1.2. The period begins on the day you or a third party designated by you, other than the courier, accept the goods.

1.3. For orders of multiple goods delivered separately, the period starts from the receipt of the last item.

1.4. The right of withdrawal applies even if the goods have been used only to the extent necessary to establish their nature, characteristics, and proper functioning — as you would do in a store.

2. How to Declare Withdrawal

2.1. Send an unequivocal statement to team@bigconvert.com before the expiration of the 14-day period.

2.2. In the statement, specify: order number, name of the goods, date of receipt, and bank account for refund if the payment was made by cash on delivery.

2.3. We will confirm receipt of your statement by email and send you instructions for the return.

3. Standard Withdrawal Form

You are not obliged to use this form, but you can copy it into your email:

To BIGCONVERT SRL, team@bigconvert.com
I hereby notify that I withdraw from the contract for the purchase of the following goods: __________
Ordered on / received on: __________
Consumer's name: __________
Consumer's address: __________
Date: __________

4. Return of Goods

4.1. Return the goods within 14 days from the date you declared the withdrawal.

4.2. The goods must be in a condition that allows their resale: with the original packaging, accompanying documents, and all accessories.

4.3. Sanitary items that have already been installed to the plumbing system cannot be returned for hygiene and safety reasons.

4.4. The direct costs of returning are at your expense, unless the goods are defective, damaged during transport, or do not match the order — in these cases, we cover the costs.

4.5. For bulky items (baths, shower cabins, furniture), please contact us in advance to arrange suitable transport.

5. Refunds

5.1. We refund all amounts received from you, including the costs for standard delivery, within 14 days from receiving the withdrawal statement.

5.2. If you have chosen a more expensive delivery method than the standard one, we refund the amount corresponding to the standard delivery.

5.3. The refund is made using the same payment method you used, unless you have expressly agreed otherwise. You do not incur any fees for this.

5.4. We have the right to withhold the refund until we receive the goods back or until you provide proof that you have sent them — whichever occurs first.

5.5. If the value of the goods is reduced due to use beyond what is necessary to establish their nature and functioning, we have the right to deduct the corresponding amount.

6. Defective Goods and Complaints

6.1. All goods are subject to the statutory warranty for conformity.

6.2. In case of a detected defect, contact us at team@bigconvert.com, providing the order number, description, and photos of the issue.

6.3. In the case of a justified complaint, you are entitled to repair, replacement, price reduction, or contract termination, according to applicable law.

6.4. The costs of returning defective goods are at our expense.

7. Transport Damage

7.1. Check the shipment in the presence of the courier.

7.2. Visible damages are noted on the waybill upon receipt — this significantly facilitates the case review.

7.3. Hidden damages are reported within 48 hours of receipt, accompanied by photos.

8. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

• goods made to order or clearly personalized;
• goods which, by their nature, are inseparably mixed with other items after delivery;
• sealed goods that are not suitable for return for hygiene reasons and have been unsealed after delivery.

9. Out-of-Court Dispute Resolution

In case of a dispute, you can contact the Consumer Protection Commission. Before that, we ask you to contact us at team@bigconvert.com — we respond to every complaint within 14 days.

Version from August 12, 2026