Refund policy

This Refund & Return Policy applies to all physical products sold on thebigcig.com (currently our floor lamps "The BigCig").

In short

  • You have 14 days from receiving your order to request a return (EU right of withdrawal included).
  • You must send us a return request before sending anything back.
  • Unless the return is due to our error, you pay the return shipping.
  • If you withdraw under the EU 14-day rule, we refund:
    • the price of the product, and
    • the standard delivery cost you originally paid (if any),
    but not:
    • any extra delivery cost for premium shipping options, and
    • the cost of the return shipment (unless it's our mistake).
  • This policy does not limit your statutory consumer rights (including legal warranty for defective products).

1. Return period

We offer a 14-day return period. This means you have 14 days from the day you receive your order to request a return.

2. Conditions for returns

To be eligible for a return, all of the following conditions must be met:

  • The item is in the same condition in which you received it
  • Only inspected/tested like in-store; extra use may reduce the refund.
  • All original tags/labels are still attached
  • It is in the original packaging, including any inserts, accessories or documentation
  • You can provide proof of purchase (for example, your order confirmation or order number)

We reserve the right to refuse returns that:

  • do not meet these conditions, or
  • show signs of use or handling beyond what is necessary for inspection, or show damage, modification or improper handling.

3. How to request a return

To start a return, please contact us using one of the following methods:

  • Email: info@thebigcig.com
  • Contact form: via the "Contact Us" page on our website

Please include:

  • Your full name
  • Your order number
  • The item(s) you wish to return
  • A short description of the reason for the return (optional but helpful)

If your return is accepted, we will:

  • Send you a confirmation of approval for the return
  • Provide you with instructions on how and where to send your package

Important: Items sent back to us without first requesting a return will not be accepted.

You can always contact us at info@thebigcig.com if you have any questions about returns.

4. Return shipping costs

Unless the return is due to our error (for example, wrong item sent, defective item, or damage in transit), you are responsible for the cost of returning the goods.

In the case of an approved return under the EU 14-day right of withdrawal (see section below), we will refund:

  • The price of the product, and
  • The standard delivery cost you paid when ordering (if applicable),

but we will not reimburse:

  • Any additional delivery costs resulting from your choice of a more expensive delivery method than our standard option, and
  • The cost of the return shipment, which remains at your expense, unless the return is due to our error.

If the return is due to our mistake (wrong item, defective item on arrival, or damage clearly caused during transport), we will evaluate the situation and may:

  • provide a prepaid return label, or
  • reimburse reasonable return shipping costs you have incurred,

depending on your location and on the specific case.

5. Condition of returned items & diminished value

You are responsible for any diminished value of the goods resulting from handling them other than what is necessary to establish the nature, characteristics and functioning of the goods (similar to what you could do in a physical shop).

If the item is returned:

  • used,
  • damaged,
  • incomplete, or
  • without its original packaging and accessories,

we may reduce the amount of the refund accordingly.

For example, if the lamp shows clear signs of use (scratches, missing accessories, visible dirt or alterations), we may apply a reasonable deduction to the refund to reflect the reduced value of the product.

6. Damages and issues

Please inspect your order as soon as you receive it.

Contact us immediately if:

  • the item is defective,
  • damaged in transit, or
  • you received the wrong item.

We will evaluate the issue and work with you to remedy the situation. Depending on the case, this may include:

  • a replacement,
  • a repair (where applicable), or
  • a full or partial refund.

To speed up the process, we may ask you to provide photos or videos of the product and the packaging.

This Refund & Return Policy does not affect your statutory rights, including your legal warranty rights for defective or non-conforming products under applicable consumer protection laws.

7. Non-returnable items

This policy applies to our physical products (lamps).

The following items cannot be returned:

  • Gift cards or vouchers
  • Any products explicitly marked as "final sale" or non-returnable on the product page

At the moment, our lamp "The BigCig" is not sold as "final sale" and is covered by the 14-day return period described in this policy.

If we introduce new product categories in the future (such as digital products or special categories), this section may be updated accordingly.

8. Exchanges

We do not process direct exchanges.

If you would like a different item, the fastest way is to:

  • Return the item you have, following the process described above;
  • Once the return is approved and processed, place a new order for the desired item.

9. European Union - 14-Day Right of Withdrawal

If your order is shipped to a country within the European Union, you have the legal right to cancel your order within 14 days without giving any reason (cooling-off period).

The 14-day period starts from the day you, or a person indicated by you, physically receive the goods.

To exercise this right, you must clearly inform us of your decision to withdraw from the contract within 14 days. You can do this by:

  • Sending an email to info@thebigcig.com, or
  • Using the Contact Us form on our website

Please include:

  • Your name
  • Your address
  • Your order number
  • A clear statement that you wish to withdraw from the contract (for example: "I hereby withdraw from the contract for order #XXXX")

After notifying us, you must return the goods without undue delay and no later than 14 days from the day you communicated your decision to withdraw.

If you withdraw from the contract in accordance with the law and with this policy:

  • We will refund all payments received for the returned goods, including the standard delivery costs (if any);
  • We may withhold the refund until we have received the goods back or until you provide proof of having sent them back, whichever occurs first;
  • The refund will be made using the same payment method you used for the original transaction, unless we expressly agree otherwise with you.

As stated above, the cost of returning the goods is at your expense, except where the return is due to our error.

In any case, we will issue the refund no later than 14 days after we have received the returned goods or proof of shipment, whichever occurs first.

10. Refund processing

Once we receive and inspect your return, we will notify you by email whether your refund has been:

  • Approved, or
  • Rejected (with an explanation)

If approved:

  • We will process the refund to your original method of payment.

In most cases, the refund will appear within 10 business days, depending on your bank or card issuer.

If more than 15 business days have passed since we approved your refund and you still have not received it, please contact us at info@thebigcig.com.