Effective Date: July 2, 2026
Thank you for shopping at BIG Light Luxembourg. We value your business and strive to provide high-quality products on biglightlu.com. If you are not entirely satisfied with your purchase, we are here to help you guide through our return and refund process.
Please read this policy carefully before making a purchase. By placing an order on our website, you agree to the terms outlined below.
1. General Return Window
We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return. If 30 days have gone by since your delivery date, we unfortunately cannot offer you a refund or an exchange.
To be eligible for a return, your item must meet the following conditions:
- The item must be in the same condition that you received it.
- The item must be unworn, unused, and unwashed.
- The item must have all original tags, labels, and security seals attached.
- The item must be in its original, undamaged packaging.
- You must provide the receipt, invoice, or proof of purchase.
2. Strict “No Return, No Refund” Policy (No Refund-Only Allowed)
Please note our strict operational rule: We do not offer “refund-only” options under any circumstances.
To receive a refund, replacement, or store credit, you must physically return the item to us. We will not issue any financial compensation, partial refunds, or full refunds while you retain possession of the product. This rule applies to all scenarios, including but not limited to:
- The item does not meet your personal expectations or preferences.
- You ordered the wrong size, color, or model.
- You claim the item is defective, damaged, or not as described.
If you claim a product is faulty or broken upon arrival, you must still follow our standard return process. We will inspect the physical product at our warehouse before any refund decision is finalized. If you refuse to ship the item back to our designated address, your request for a refund will be automatically rejected.
3. How to Initiate a Return
To start a return process, you must contact our customer service team first. Do not send items back to us without prior authorization, as they will not be accepted.
- Contact Us: Send an email to driftw@biglightlu.com or call us at +352450483. Include your order number, proof of purchase, and the reason for your return.
- Submit Evidence: If you are returning a damaged or defective item, you must attach clear photos or videos of the issue to your email.
- Receive Authorization: If your return request is approved, we will send you a Return Merchandise Authorization (RMA) number and the exact shipping instructions.
- Ship the Item: Package the product securely and mail it to our official business address: 74 Route de Longwy, L-8080 Bertrange, Luxembourg.
4. Return Shipping Costs
- Customer Responsibility: Customers are responsible for paying their own shipping costs for returning items due to buyer’s remorse, wrong sizes selected, or change of mind. Original shipping charges are non-refundable.
- Defective or Incorrect Items: If the return is a result of our error (you received an incorrect or defective item), we will cover the return shipping costs by providing a prepaid shipping label or reimbursing your shipping fees upon verification.
- Tracking: We highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not liable for packages lost in transit during the return process.
5. Inspection and Refund Processing
Once your return package arrives at our warehouse, our quality control team will inspect the item to verify its condition.
- Approval: If the item passes inspection and complies with all conditions listed in Section 1, we will approve your refund.
- Rejection: If the item is found to be used, damaged by the customer, missing original packaging, or sent back without authorization, the refund will be denied. In such cases, the item can be shipped back to you at your own expense.
Upon approval, your refund will be processed automatically. A credit will be applied to your original method of payment within 7 to 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
6. Non-Returnable and Final Sale Items
Certain types of items cannot be returned or refunded:
- Customized or personalized items made to your specific requests.
- Clearance, “Final Sale,” or promotional gift items.
- Gift cards.
7. Exchanges
We only replace items if they are defective, damaged at arrival, or if we sent the wrong variation. If you need to exchange an item for the exact same product, please email us at driftw@biglightlu.com to arrange the physical exchange process.
8. Contact Information
For any questions, concerns, or requests regarding our Refund and Returns Policy, please contact our team:
- Company Name: BIG Light Luxembourg
- Website: biglightlu.com
- Return Address: 74 Route de Longwy, L-8080 Bertrange, Luxembourg
- Contact Email: driftw@biglightlu.com
- Telephone Number: +352450483