DELIVERY AND INSTALLATION
POLICY FOR WEBSITE
1. General
·
Big Digital Universe, a
corporation organized under the laws of Nepal Registration VAT No. 610089253
with its registered address at Putalisadak, Kathmandu, Nepal, with a Head
office at ward no.2 Mahamati Bhawan, 3rd Floor, Gairidhara. ("Big Digital",
"we", "us" or "our") is managing and operating
the sale and purchase of mobile, Laptop, television, audio, home appliances, kitchen
appliances, personal care and grooming, accessories, and other products ("Products")
to the users via retail showrooms. ("User" or "Users" or
"you" or "your").
·
We provide delivery and
installation of our Products inside Kathmandu Valley. We aim to provide the
best customer experience for you by tying up and partnering with leading
logistics service providers to handle your order in the best possible way and
to ensure that you have a hassle-free experience in receiving the Product that
you have ordered from the Big Digital Showroom.
·
We encourage you to read
and understand the terms of this Policy every time you visit Big Digital.
2. Terms
of Delivery and Installation
·
Big Digital provides
delivery and installation service on TV, AC, Washing Machine, Geyser, HOBs,
Water Purifier, Micro Oven, Refrigerator, and Chimney.
·
We partner with third-party
logistic service and installation providers to effectuate Product delivery and
installation ("Logistic Partners" "Installation Partners").
Such Product is processed and successfully handed over to the Logistic Partner.
Our customer service team coordinates with the Logistic Partners to ensure that
the Products are delivered to you at the earliest and make all reasonable
efforts to ensure that the Logistic Partners update the tracking status of the
purchased Products on a real-time basis. It is clarified that we engage third-party
service providers to effectuate deliveries of the Products. Hence, we do not
guarantee the accuracy or correctness of the tracking status. The status may be
subject to inconsistencies arising from time lags in updating the information
and/ or other technical difficulties that are not in our control.
·
Upon completion of the
installation, the technician will receive the client's signature along with a
photo of the Product installed and inform the Service team.
·
You agree and understand
that though we endeavor to deliver and install our products across Kathmandu
Valley, we may, in our sole discretion, determine a select list of areas that
are unserviceable for delivery of Products. Our Logistic Partners or we do not
provide shipping and delivery services in such unserviceable areas. If an area
has been deemed unserviceable by us, we shall notify you at the time of
purchasing.
·
You agree and acknowledge
that to effectuate timely delivery of the purchased Products to you. We may
inquire or collect specific information like your name, shipping address,
billing address, landmarks, contact details, etc. You shall ensure that all
information you submit to us on the Big Digital Showroom is true, complete,
accurate, and sufficient to identify the actual place of delivery.
·
While we make reasonable efforts
in ensuring that purchased Products are delivered and installed for you on time
and within the timeline notified to you, you accept and acknowledge that the
delivery may be delayed on account of:
·
Logistical issues beyond
our control
·
Unsuitable weather
conditions
·
Political disruptions,
strikes, employee lockouts, etc.
·
Acts of God such as
floods, earthquakes, etc.
·
Other unforeseeable
circumstances.
In such events of
delay, we shall make a reasonable attempt to inform you by writing to your
email ID and/or calling over the mobile number registered with us. We disclaim
all liabilities arising from our failure to inform or notify you of delays in
the delivery of purchased Products on Big Digital. Further, we shall be under
no obligation to compensate you for any claim that may otherwise arise because
of a delay in the delivery and installation or use of the purchased Products.
·
You will not accept any
package of the Product that looks visibly damaged, torn, or tampered with in
transit or its seal is tampered with.
·
We reserve the right to
charge or collect Installation fees on Products. Installation Charges vary
based on the value of the Product type of Product.
3.
Customer Support
·
Any queries or concerns
relating to the delivery and installation of Products as per this Policy may be
directed by you to our customer support team, who can be contacted at the below-mentioned
details:
Email us at info@bigdigital.com.np
Call us at
9820133300 (9:00 AM to 6:00 PM, 365 days)
CANCELLATION AND RETURN
POLICY
1.
General
·
Big Digital Universe, a
corporation organized under the laws of Nepal Registration VAT No. 610089253
with its registered address at Putalisadak, Kathmandu, Nepal, with a Head
office at ward no.2 Mahamati Bhawan, 3rd Floor, Gairidhara. (“Big Digital,” “we,”
“us,” or “our”) is managing and operating the sale and purchase of mobile, laptop,
television, audio, home appliances, kitchen appliances, personal care and
grooming, accessories, and other products (“Products”) to the users via
retail showrooms. (“User” or “Users” or “you” or “your”).
·
We aim to provide the
best customer experience to our users, from placing an order to initiating a
return. While transacting on the Big Digital Platform, you can expect a hassle-free
experience returning the product you have ordered and can rely on us as your
preferred shopping destination.
2.
Applicability of Policy
· Please
note that we may, from time to time, change the terms of the Policy that govern
your cancellation, replacement, return and refund of an order for Products on
the Big Digital Platform. Every time you wish to use the Big Digital Platform,
please check the Policy to ensure you understand the terms and conditions that
apply at that time.
3. Return Policy:
·
Return and Refunds will
not be accepted for customers’ change of mind.
·
Valid reasons to return a
product. If.
a. The product is incomplete (i.e., has missing items and/or accessories)
b. Product is incorrect (i.e., wrong product/size/color, fake item, or
expired)
c. The product does not match the product description or picture (i.e.,
product not as advertised)
d.
The product does not fit. (i.e., size is unsuitable)
·
In case of the reason mentioned above, a request
return form needs to be summited at the Big Digital Universe store. The return
request must be submitted within 2 days of the product being delivered.
·
In case of an issue is addressed after the expiration
of the return period, the customer will be liable as per the warranty provided
by the brand. The warranty card and Purchase Vat bill is a must to cover the
process.
·
In the case of HA, CE, and
IT/Mobiles, the brand has provided the return policies, and the brand itself
will do the verification. For more information on warranty claims, the warranty
card will be provided by the BDU store at the time of purchase.
For more
detailed information, the return policy has been categorized into divisions
explained below:
A. CE
& HA:
·
Change of mind is not applicable for return
and refund.
·
If the product received is damaged, defective,
incorrect, or incomplete, a return will be issued based on Big Digital’s
assessment.
·
In case of manufacturing damage, the service team
of the brand will inspect the product issues and provide a solution within 6-7
business days (Max.)
·
In case of an issue is addressed after the expiration
of the return period, the customer will be liable as per the warranty provided
by the brand. The warranty card and Purchase Vat bill is a must to cover the
process.
B. IT:
·
Change of mind is not applicable for return
and refund.
·
If the product received is damaged, defective,
incorrect, or incomplete, a refund will be issued based on Big Digital’s
assessment and directly governed by the brand itself.
·
In the case of a dead-on purchase (DOP), a return
request must be submitted at the Big digital Universe Store. In the case of
activation, brands will directly govern the scenario and act accordingly.
·
In case of manufacturing damage, the service team
of the brand will inspect the product issues and provide a solution within 6-7
business days (Max.)
C.
MOBILE:
·
Change of mind is not applicable for return
and refund.
·
If the product received is damaged, defective,
incorrect, or incomplete, a return will be issued based on Big Digital’s
assessment and directly governed by the brand itself.
·
In the case of a dead-on purchase (DOP), a return
request must be submitted at the Big digital Universe Store. In the case of
activation, brands will directly govern the scenario and act accordingly.
·
In case of manufacturing damage, the service team
of the brand will inspect the product issues and provide a solution within 6-7
business days (Max.)
D. MUSICAL
PRODUCTS:
·
Change of mind is not applicable for return
and refund.
·
The brand will not be liable in case of product
wear and tear.
·
If the product received is damaged, defective,
incorrect, or incomplete, a return will be issued based on Big Digital’s
assessment and directly governed by the brand itself.
·
As for musical products, most of the products will
not have any warranty (e.g., Guitar strings and capo will not contain a warranty)
4. Refunds
·
If your return is
approved, we will initiate a refund to you through Cheque/Bank Deposit.
5. Charges
·
You will be responsible
for paying for your own transportation costs for return.
·
The transportation charge
of return will be deducted from the refund amount if you require transportation
facilities.
·
Charges deducted by the
payment gateways at the original payment will not be refunded.
6. Contact Us
·
Any queries or concerns
relating to the cancellation and Return of Products as per this Policy may be
directed by you to our customer support team, who can be contacted at the below-mentioned
details:
Email us at info@bigdigital.com.np
Call us at
9820133300 (9:00 AM to 6:00 PM, 365 days)