First: Return Policy
General Conditions: A return can be requested within 3 days from the date of receipt of the order.
• The product must be:
• Unused.
• In its original unopened packaging.
• With all accessories and original invoices.
• The amount will be refunded via the same payment method, and it may take 5–10 business days depending on the financial institution.
Cases where returns are not accepted:
• Opened or used products (especially cosmetics, personal care tools).
• Products with broken or damaged external packaging.
• Goods listed under "Final Clearance Offers."
• Products during promotional days such as (national occasions and other events).
If you paid using Tabi or Tamara:
• After approval of the return:
• Tabi or Tamara will be notified of the approval.
• The installments will be automatically canceled or the payable amount will be adjusted according to the policy of the respective entity.
• We confirm that it may take 5 to 14 business days for the amount to appear in the customer's account depending on the financed entity.
In case of return for orders paid upon delivery:
• Since payment was made in cash upon delivery, the amount will be added to the customer’s wallet and can be used for future purchases.
• The transfer of the amount takes 3 to 7 business days after receiving and inspecting the product.
Second: Exchange Policy
• The customer has the right to exchange the product within 7 days from the date of receipt.
• Exchanges are accepted in case of:
• Manufacturing defect.
• Sending the wrong product.
• Differences in specifications from those displayed on the website.
• If there is no error from the store, the customer bears the shipping and return costs.
How to place an order:
Please follow these steps:
1. Contact customer service via:
• Website: https://bigmark.sa
• Email: [email protected]
• +WhatsApp/Phone number: 9665001862222
Mention the order number and the reason for return/exchange.
3. Attach photos of the product if there is a problem or damage.
4. After approval, the address for returning the product will be sent.
5. After receiving and inspecting the product, the process will be completed within 3–5 business days.
Fifth: Important Notes
• We recommend taking immediate photos of the product upon receipt if there is damage or harm.
• Please do not return any product without official confirmation from customer service.
• Big Mark reserves the right to refuse any request that does not meet the mentioned conditions.
Order Cancellation by the Store:
In addition to the above conditions, the store reserves the right to cancel the order for any of the following reasons:
• Failure of the payment process.
• The customer delays more than 48 hours for payment via bank transfer.
• If the delivery address provided by the customer is incorrect or contact information is wrong, or if the store cannot reach the customer, or if the number of delivery attempts exceeds 5.
• If the product is unavailable and the customer does not want a replacement, the order will be canceled.
