Refund policy

Returns & Refunds Policy

Last Updated: 28 July 2026

At BigPassport, we are committed to providing genuine, high-quality electronics and consumer products along with excellent customer service. This Returns & Refunds Policy explains the terms under which returns, replacements and refunds may be requested.

Please read this policy carefully before placing an order. By purchasing from BigPassport, you agree to the terms mentioned below.

Business Information

Business Display Name: BigPassport
Legal Business Name: DR Shopcart Pvt Ltd
GSTIN: 07AAGCD2891R1ZX
PAN: AAGCD2891R
Customer Support Email: contact@bigpassport.com

Return & Refund Summary

Situation	Return	Refund	Replacement	Shipping Responsibility
Wrong product received	Yes	Yes	Available	BigPassport
Product damaged during delivery	Yes	Yes	Available	BigPassport
Manufacturing defect / Dead on Arrival (DOA)	Yes (after verification)	Yes	Available	BigPassport
Missing item with valid proof	Yes	Yes	Available	BigPassport
Change of mind	No	No	No	Customer
Ordered wrong product	No	No	No	Customer
Product no longer required	No	No	No	Customer
Compatibility issue not confirmed by BigPassport	No	No	No	Customer
Used, damaged or tampered product	No	No	No	Customer
Unauthorised return sent without approval	No	No	No	Customer

*All approved returns are subject to verification and inspection.

Return Authorisation Required

Customers must contact BigPassport before sending any product back.

Do not ship any return without receiving approval from our customer support team.

To request a return, please email: contact@bigpassport.com with:

Order number
Product name
Description of the issue
Photos or videos wherever applicable

Returns sent without prior approval or return authorisation may be refused, rejected or returned to the sender. BigPassport is not responsible for any unauthorised returns, including products lost, damaged or received without approval.

Eligible Return Reasons

A return may be accepted in the following situations:

Wrong product delivered.
Product received damaged.
Verified manufacturing defect.
Dead on Arrival (DOA) product.
Missing components or accessories.

Each return request is reviewed individually and approval is at the discretion of BigPassport after verification.

Return Request Time Limit

Customers must notify BigPassport within 48 hours of delivery for:

Damaged products
Incorrect products
Missing items
Transit damage
Tampered packages

Requests received after this period may not be accepted.

Mandatory Unboxing Video Requirement

For claims related to damage, missing items, wrong products or tampered packages, an uninterrupted unboxing video is mandatory.

The video must:

Start before opening the shipping package.
Clearly show the shipping label.
Show package seals and condition.
Show the complete opening process without editing.
Show all items received inside the package.

Claims submitted without proper unboxing evidence may be rejected where verification is not possible.

Condition of Returned Products

Approved returns must be received in the same condition as delivered.

Unused and uninstalled.
Original packaging intact.
All accessories included.
Manuals and warranty cards included.
Serial numbers and security labels intact.
No scratches, damage or signs of misuse.

Products showing signs of use, installation, activation, registration, pairing, software setup, physical wear, missing packaging, damaged seals or missing accessories may not qualify for return.

Non-Returnable Products

The following products are not eligible for return unless they are received damaged, defective or incorrect:

Products damaged due to misuse, negligence or accidental damage.
Products with removed serial numbers, warranty seals or security labels.
Products that have been installed, activated, registered or configured by the customer.
Consumable products.
Digital products or downloadable software.
Gift cards.
Clearance or final sale products.
Products returned without original packaging or missing accessories.

Product Inspection Process

All returned products undergo a quality inspection before any refund or replacement is approved.

BigPassport reserves the right to reject a return if:

The returned product does not match the product originally shipped.
Serial numbers or identification marks do not match.
The product has been swapped, altered or tampered with.
Accessories, manuals or packaging are missing.
The product shows signs of misuse or intentional damage.
The product is counterfeit or not supplied by BigPassport.

If a returned product fails inspection, it may be shipped back to the customer at the customer's expense.

Replacement Policy

Where applicable, BigPassport may provide a replacement instead of a refund.

Replacement may be offered in cases including:

Manufacturing defects.
Wrong product delivered.
Damaged product received.
Missing components.

If the same product is unavailable, BigPassport may offer an equivalent replacement, store credit, or refund depending on the circumstances.

Order Cancellation Policy

We understand that customers may occasionally need to cancel an order. Our cancellation terms are as follows:

Before Dispatch: Orders may be cancelled before dispatch from our warehouse. If payment has already been made, an eligible refund will be processed.
After Dispatch: Once an order has been shipped, cancellation is not possible. Any return request will be handled according to this Returns & Refunds Policy.
Refused Deliveries: Customers should not refuse delivery without contacting BigPassport first. If an order is refused without valid reason, applicable shipping charges, return shipping charges, COD charges and handling costs may be deducted from any eligible refund.
Order Cancellation by BigPassport: We reserve the right to cancel orders before dispatch due to reasons including pricing errors, product unavailability, payment verification issues, duplicate orders, suspicious activity or suspected fraud.

Warranty Policy

Some products sold by BigPassport may include manufacturer warranty coverage. Warranty availability and duration will be mentioned on the product page, packaging or documentation provided with the product.

Unless specifically mentioned, BigPassport does not provide any additional warranty beyond the manufacturer's warranty.
Manufacturer warranty generally covers manufacturing defects only and does not cover misuse, accidental damage, liquid damage, improper installation, unauthorised repairs, physical damage or normal wear and tear.
Customers may be required to contact the manufacturer or authorised service centre for warranty claims where applicable.
Warranty claims may require proof of purchase, invoice, product serial number, photographs, videos or other information required for verification.
Accessories, batteries, consumables and promotional items may have limited or no warranty unless specifically mentioned.

Important: A warranty claim does not automatically qualify for a refund. Warranty resolution is generally provided through repair or replacement according to the manufacturer's warranty terms.

Refund Policy

Approved refunds will be processed only after the returned product has been received and successfully inspected.

Refund processing generally takes 5–7 business days after approval.
Refunds will be issued to the original payment method wherever possible.
Cash on Delivery (COD) refunds will be processed through bank transfer or UPI after verification.
Original shipping charges, COD fees, payment gateway charges and other service fees are generally non-refundable unless the return is caused due to an error by BigPassport.

Return Shipping Policy

Return shipping responsibility depends on the reason for return:

If the return is due to a wrong product delivered, verified defect, or damage caused during delivery, BigPassport will arrange return pickup where available or reimburse reasonable return shipping charges after approval.
For all other approved returns, the customer is responsible for return shipping costs.
Customers must not ship products back without prior approval from BigPassport.

Fraud Prevention Policy

BigPassport takes customer protection and fraud prevention seriously. To protect genuine customers, we monitor suspicious activities and reserve the right to take appropriate action.

Returns, refunds or replacements may be refused in cases including:

False damage claims.
Product swapping.
Returning a different product.
Counterfeit product claims.
Fake or edited photographs/videos.
Repeated suspicious return behaviour.
Abuse of promotional offers.
Fraudulent payment disputes or chargebacks.

Additional verification may be requested before processing any claim.

Limitation of Liability

To the maximum extent permitted under applicable Indian laws, BigPassport shall not be responsible for indirect, incidental, special or consequential damages arising from the purchase, use or inability to use any product.

The maximum liability of BigPassport shall not exceed the amount paid by the customer for the specific product in question.

Consumer Rights

Nothing in this policy limits or excludes any rights available to consumers under applicable Indian consumer protection laws.

Policy Updates

BigPassport reserves the right to update or modify this Returns & Refunds Policy from time to time due to changes in business practices, products, legal requirements or customer service procedures.

Any updates will be published on this page with a revised "Last Updated" date. Continued use of our website after changes are published means you accept the updated policy.

Contact Us

For any return, refund, cancellation or warranty-related questions, please contact us before sending any product.

BigPassport
Legal Entity: DR Shopcart Pvt Ltd
GSTIN: 07AAGCD2891R1ZX
PAN: AAGCD2891R
Email: contact@bigpassport.com