Cancellation & Refund Policy

1. Overview

This policy explains the circumstances under which you may cancel an order or request a return and refund, and how BigWide International processes those requests. It applies to all orders placed through this Site, including standard retail purchases and wholesale/B2B orders, except where noted below.

2. Order Cancellation Window

You may request cancellation of a standard, in-stock order free of charge within 12 hours of placing it, provided the order has not yet been packed or shipped. To request a cancellation, contact us as soon as possible using the details in Section 10 below, quoting your order number.

Once an order has shipped, it can no longer be cancelled — at that point, our standard return process described in Sections 4–7 applies instead.

3. Custom & Bulk Orders

Custom-branded, made-to-order, or bulk wholesale orders are produced specifically for you and typically cannot be resold. Because of this:

• Custom or bulk orders may be cancelled free of charge only before production begins.
• Once production has started, cancellation may be subject to a charge covering materials and labor already committed, which will be communicated to you before any deduction is made.
• Any deposit paid to confirm a custom or bulk order is non-refundable once production has begun, except where the item is later found to be defective or not as agreed.

Specific cancellation terms for a custom or bulk order will always be confirmed in writing (email or order confirmation) at the time the order is placed.

4. Return Eligibility

For standard, non-custom products, we accept return requests within 7 days of delivery, provided that:

• The item is unused, unworn, and in its original condition with all tags and packaging intact.
• You have proof of purchase (order number or receipt).
• The item is not listed as non-returnable under Section 5 below.

Items that show signs of use, damage caused after delivery, or missing original packaging may be refused or subject to a reduced refund.

5. Non-Returnable Items

The following are not eligible for return or refund, except in cases of damage or defect covered under Section 6:

• Custom, personalized, or made-to-order items (including monogrammed or custom-branded goods)
• Bulk/wholesale orders once production has been completed
• Items returned outside the 7-day window described in Section 4
• Gift cards or promotional items, where applicable

6. Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery with your order number and photos of the item and its packaging. In these cases, we will — at your choice — arrange a free replacement or a full refund, including any original shipping charges, and we will cover the cost of return shipping.

7. Refund Process & Timeline

Once a returned item is received and inspected, or a refund is otherwise approved, we will notify you of the outcome. Approved refunds are issued to your original payment method within 7–10 business days; your bank or card provider may take a few additional days to reflect the refund in your account.

For orders paid via bank transfer (typically wholesale orders), refunds will be issued to the originating bank account.

8. Return Shipping Costs

For returns made because you changed your mind (not due to damage, defect, or our error), return shipping costs are the responsibility of the customer, unless otherwise agreed in writing. For damaged, defective, or incorrectly shipped items, we cover return shipping in full, as described in Section 6.

9. How to Request a Cancellation or Return

To request a cancellation or start a return, contact our support team via WhatsApp, phone, or the Contact page, and include:

1. Your order number
2. The reason for cancellation or return
3. Photos, if the request relates to a damaged, defective, or incorrect item

We will confirm next steps, including a return address if applicable, by email or WhatsApp.

10. Contact Us

Questions about a specific order? Reach out any time via our Contact page, or use the WhatsApp/call buttons available throughout the Site.