Refund policy

Effective from 9 November 2026.

This withdrawal and returns policy is a summary of Chapters 6 and 7 of the Terms of Service of the online store bigOne (SIA „B I&G", reg. no. 50203347301, VAT no. LV50203347301, registered address Miera iela 90-4, Rīga, LV-1013, Latvia). In case of any conflict, the Terms of Service prevail.

In short

• 14 days right of withdrawal for consumers, no reason required.
• Notify us on the Withdraw from the contract page or by e-mail to the address in the Contact section, then return the item within 14 days.
• Return address: Kurzemes prospekts 3G, Rīga, LV-1067, Latvia.
• We refund within 14 days of receiving the item or proof that it has been sent back.

1. Right of withdrawal

1.1. A consumer has the right to withdraw from the contract within 14 days from the day the item is received, without giving any reason, by notifying us in writing at the e-mail address shown in the Contact section or by using the form on the Withdraw from the contract page.

1.2. In the notice, state the order number, order date and the item. A bank account number is only needed if you paid by bank transfer or would like the refund by another method. We confirm receipt of the notice without delay.

1.3. The item must be returned no later than 14 days after sending the withdrawal notice, to Kurzemes prospekts 3G, Rīga, LV-1067, Latvia. The Buyer bears the cost of return, unless the item was received damaged or the wrong item was delivered.

2. Inspecting the item and packaging

2.1. What you may do. You may unpack, look at and test the item to the same extent as you could in a shop before buying — look at it from all sides, check the contents and make sure the device switches on and works. Opening the packaging does not in itself remove the right of withdrawal.

2.2. Packaging. Please return the item in its original packaging with all accessories. If the packaging must be opened, please do so carefully — along the seam or the edge of the seal — so that it can be closed again. This does not apply to items sold as “without packaging”.

2.3. Factory seal. Once a factory seal is cut or torn, the item can no longer be sold as new. Breaking the seal does not remove the right of withdrawal, but it is handling beyond what is necessary to inspect the item and reduces its value. In that case we may reduce the refund by the amount of the reduction in value.

2.4. Calculating the reduction in value. It is determined separately for each item as the difference between the selling price and the price at which the opened item can realistically be sold. We justify the calculation in writing and send it to the Buyer before the refund. The Buyer has the right to dispute the calculation.

2.5. What does not count as a reduction in value. Opening the packaging along the seam, carefully removing tape, unpacking, switching on and testing the item, and removing the transport film.

3. When there is no right of withdrawal

The law provides cases in which the right of withdrawal does not apply — including sealed goods that are not suitable for return for health protection or hygiene reasons if they were unsealed after delivery; sealed audio or video recordings and software if they were unsealed after delivery; and goods made to the Buyer's specifications.

The right of withdrawal belongs to a consumer — a natural person buying for purposes outside their trade, business or profession. For business purchases (an order in the name of a legal entity or with company details on the invoice), the 14-day right of withdrawal does not apply.

4. Refunds

4.1. When the right of withdrawal is exercised, we refund the amount paid for the item, including standard delivery costs, no later than 14 days from the moment we receive the item back or the Buyer's proof of having sent it.

4.2. If only part of the order is returned, delivery costs are refunded to the extent that they change for the remaining items.

4.3. If a discount depending on the order value was applied and, after part of the order is returned, the condition is no longer met, we may adjust the refund by the amount of the discount.

4.4. We refund using the same means of payment that the Buyer used for the purchase (for example, to the same payment card), unless the Buyer has expressly agreed otherwise. No fee is charged to the Buyer for the refund.

5. Faulty goods and guarantee

5.1. If the item does not meet quality requirements, the Buyer has the right to request a replacement, a price reduction, free repair or — if the defect is material — termination of the contract and a refund.

5.2. The money for an item of non-conforming quality is refunded within 14 days of the item being returned to the Seller.

5.3. Claims about wrong contents or transport damage must be submitted within 24 hours of receiving the parcel, with photos attached. This deadline does not limit the Buyer's statutory right to claim for lack of conformity of the goods with the contract.

5.4. Commercial guarantee periods and conditions are set out in the Guarantee information section and in Chapter 5 of the Terms of Service.

6. Exchange of non-faulty items

Within 14 days of receipt, an item may be exchanged for a similar item in another colour, size, model or configuration by writing to info@bigone.lv. The Buyer pays any price difference.

7. Disputes

Claims are submitted in writing to info@bigone.lv; we reply within 15 working days. If the consumer does not agree with our reply, they may contact the Latvian Consumer Rights Protection Centre (PTAC), Brīvības iela 55, Rīga, LV-1010, pasts@ptac.gov.lv, tel. +371 65452554, www.ptac.gov.lv. A consumer from another EU country may also contact the dispute resolution body of their own country (see the Country annex to the Terms of Service) or the European Consumer Centre of their country (ECC-Net).

8. Contact us

SIA „B I&G" — bigOne customer support
Return address: Kurzemes prospekts 3G, Rīga, LV-1067, Latvia
info@bigone.lv · +371 25170027