Returns & Cancellation Policy

BigPassport (DR Shopcart Pvt. Ltd.) assures you of the best quality when it comes to our products. However, if you are not satisfied with your purchase for any reason, you may return the product unused — and in the same condition as you received it — in its original packaging, within 7 days from the date on which the goods were delivered.

Return Address

DR Shopcart Pvt. Ltd.
Palam Village, Near Don Bosco Church,
New Delhi - 110045

Phone: +91 97114 11021
E-mail: support@bigpassport.com

Eligibility For Cancellation

Cancellation of an order is possible only before the order is invoiced for shipment. Once an order is invoiced and packed, it cannot be cancelled.

To cancel an order, call our Customer Support Centre on +91 97114 11021 or e-mail support@bigpassport.com with your order number, requesting cancellation. If the order hasn't been invoiced, our team will cancel it for you and the refund will be posted back via the same method of payment, for all pre-paid orders.

Eligibility For Return

A product purchased from BigPassport is eligible for return within the 7-day return period if it fulfils any of the following conditions:

1. The product delivered is different from what was ordered.
2. The product was received in a physically damaged condition, or was found defective when the package was opened.
3. The product, or parts of the product or accessories described on the website as “In the Box”, were missing.

Customer Responsibilities For Return

1. The customer bears the shipping costs when returning products.
2. We do not refund the shipping charges paid at the time of purchase.
3. We do not refund customs duties or taxes, if applicable, paid at the time of receiving the goods.
4. At no point will refunds exceed the actual value of the goods.
5. Returns are not accepted for products specially customised to specific requirements — unless we believe there was a fault at our end.
6. Any complaint regarding damage, malfunction or similar must be reported within 24 hours of receipt. We may ask for a digital picture in order to review the issue.
7. In the case of a product return, we will issue a refund once we receive the product back at our office.
8. If a customer paid twice for one transaction, the duplicate amount will be refunded via the same source within 10 working days.
9. Within 10 days BigPassport will review the damaged product received from the customer, and after 3 days the replacement will be dispatched.

Process To Send A Product Back For Return

1. Contact BigPassport sales on 97114 11021 (Option 1).
2. After analysing the issue on the call, our sales executive will provide a Ticket ID.
3. Send the product back to the BigPassport office with the Ticket ID mentioned on the box. It is the customer's responsibility to track the product and make sure it is received by a BigPassport representative with a valid signature proof. BigPassport takes no responsibility for loss of product during shipment.
4. Under no circumstance will BigPassport arrange collection of the product from the customer's premises.
5. Any product sent back without authorisation and a valid Ticket ID may be lost. BigPassport takes no responsibility for any such loss.
6. Once received, our technical team will test the product. Based on its condition and the test results, a refund will be issued. Testing takes 10–15 working days from the date the product is received at our service centre.
7. Refunds can only be issued using the payment method used to purchase the product.
8. Refunds may take up to 15 working days to appear in your credit/debit card or bank account.

Warranty / Repair / Replacement Policy

All BigPassport products are supplied with 6 months warranty. This applies only to products registered for warranty by customers on the BigPassport website, irrespective of where they were bought from. The warranty covers manufacturing defects. Accidental damage, or damage by unauthorised repair, is not covered.

For all warranty claims, please contact the Authorised Sales Centre in your country. Please do not send any product directly back to the BigPassport office without first talking to and receiving approval from BigPassport support. BigPassport takes no liability for lost or missing products shipped to our office without proper authorisation and Ticket ID details.

In case of replacement, repair or refund of a faulty product, it will take 10–15 working days to test the product and issue a replacement or repair. The testing period applies from the date the product is received at our service centre.

Warranty Terms & Conditions

1. All products must be registered on the BigPassport website for warranty. Registration must be completed within 15 days of buying the product.
2. Warranty is offsite only. The customer must send the faulty product back to the BigPassport office for repair or replacement. Under no circumstance will BigPassport provide onsite repair or send a technician to the customer's location for repair or testing.
3. Any defect or damage to the product during delivery must be reported within 24 hours of receiving it.
4. All online orders must be sent to the BigPassport Sales & Return centre by post.
5. A valid proof of purchase is required, i.e. Invoice or Sales Order.
6. The customer bears the shipping costs while returning products.
7. Warranty does not cover damage from accident, unauthorised repair, electrical fluctuation or water damage.

We Reserve The Right To Invalidate The Warranty

1. If repairs or other interventions are performed by persons not authorised by us, or if our appliances are fitted with non-original spare parts, extras or accessories.
2. In the event of physical or verbal abuse towards any member of staff.

Further Warranty Conditions

1. The provision of services under warranty neither extends the term of the warranty nor starts a new warranty period. The warranty period for spare parts fitted ends with the expiry of the warranty on the appliance as a whole.
2. Other claims in respect of compensation for consequential loss are excluded, except where such liability is legally mandatory.
3. Products purchased outside India are subject to the warranty conditions published by the appropriate local representative office of that country. These can be obtained via the specialist dealer from whom you bought the appliance, or directly from our local representative office.
4. All conditions related to warranty are subject to change without prior notice. BigPassport (DR Shopcart Pvt. Ltd.) reserves the right of decision in case of any dispute.
5. All disputes are subject to Delhi jurisdiction only.

Process To Send A Product Back For Repair Or Replacement

1. Contact BigPassport support on 97114 11021 (Option 2).
2. After analysing the issue on the call, our support executive will provide a Ticket ID.
3. Send the product back to the BigPassport office with the Ticket ID mentioned on the box. It is the customer's responsibility to track the product and make sure it is received by a BigPassport representative with a valid signature proof. BigPassport takes no responsibility for loss of product during shipment.
4. Under no circumstance will BigPassport arrange collection of the faulty product from the customer's premises.
5. Any product sent back without authorisation and a valid Ticket ID may be lost. BigPassport takes no responsibility for any such loss.
6. Once received, our technical team will test the product. Based on its condition and the test results, a repair or replacement will be issued. Testing takes 10–15 working days from the date the product is received at our service centre.

In case of any dispute or query, please contact our sales team at +91 97114 11021 or e-mail support@bigpassport.com.