This policy explains how order cancellations and exchanges work at Bigpotli. Please read it alongside our Refund Policy and Shipping & Delivery Policy before placing an order.
Order Cancellation
Orders can be cancelled within 6 hours of placing the order, provided they haven't already been dispatched. Cancellation requests are processed by our support team, available Monday–Saturday, 10 AM–7 PM — contact us at support@bigpotli.com or 062052 01601 with your order ID. Once an order has shipped, it can no longer be cancelled.
For prepaid orders cancelled within this window, the full amount is refunded to the original payment method within 5–7 business days. Cash on Delivery orders aren't charged until delivery, so no refund is needed on cancellation.
Exchange Window
Exchange requests must be raised within 2 days (48 hours) of delivery. To be eligible, the product must be unused, unwashed, and unworn, in its original packaging with all tags and labels attached. Items purchased on sale or at a clearance discount cannot be exchanged.
For a damaged, defective, or wrong item, you must include a single, continuous, unedited video — no cuts or pauses — showing the parcel being opened for the first time and the issue with the product. Requests made after 48 hours of delivery, or without this video for a damage/defect claim, cannot be accepted.
To start an exchange, email support@bigpotli.com with your order ID, the reason for the exchange, and the required video/photos. See our Refund Policy for full eligibility details and the return address.
Processing Timeline
- Reverse pickup is arranged within 1–2 working days of an approved request
- Quality check is completed within 1 working day of the item reaching our warehouse
- The overall exchange, once picked up, is processed within 10–15 working days
Refund & Coupon Policy
Approved exchanges are settled as a coupon code or an alternative product/size, rather than a cash refund — courier charges are excluded from the coupon value.
- Prepaid orders: a coupon code, or an exchange for another product/size
- Cash on Delivery orders: a coupon code only
Lost or Undelivered Orders
If a shipment is confirmed lost in transit or never delivered, we issue a full refund, including any shipping charges paid, for orders that were paid online. For Cash on Delivery orders, no payment was collected, so a replacement is arranged instead where stock allows.
Items That Cannot Be Exchanged
- Items marked "Final Sale" or purchased at a clearance discount
- Hijabs, undergarments, and other items where hygiene applies, once the seal is opened
- Custom-stitched or altered products made to your measurements
- Minor colour variation caused by screen, camera, or lighting differences
- A change of mind after delivery — this isn't treated as a product defect
- Damaged or defective claims submitted without the required video proof
Need Help?
Reach our support team at support@bigpotli.com or 062052 01601, and we'll sort it out quickly.