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BigFan Merch: Action figures & collectibles
Shop unique, rare action figures and collectibles. Free shipping across India.
Cancellation/Return/Exchange & Refund Policy
At BigFan Merch, we verify each product before shipping to make sure you are happy with your purchase from us.
For assured shopping experience, we try to include real life photos of product in the product listing in our website. Additionally you can reach out to us over Email/WhatsApp number found in Contact Us page for product related questions to be sure before purchasing.
When meeting the policy criteria mentioned below in this page, for the returns, replacement item will be sent. Only if the same product is not in-stock is when refund will be given.
If you still have any concerns with your order, we are here to help. Kindly refer to the terms below and contact us at Email/WhatsApp number found in Contact Us page.
Eligibility for Exchange or Return
- Return window: 3 Days
Customer contact us & initiate replacement/return within 3 Days since delivery. Beyond 3 days exchange/return is not eligible. - Damaged product received:
(we understand that as a collector you may value the product’s outer package, but outer box is not considered as product neither by the brand suppliers nor us. The product’s outer package damage will not be considered as product damage and same is not eligible for return/replacement.
Yet we give major attention to shipment packaging from choosing strong carton box with protection padding added to secure the product and the box)
For your better shopping experience, we verify each product before shipping. So if you find the product is damaged on arrival, record a video while unboxing the product, and contact us. Exchange/Return/Refund is not possible if you have not recorded a video of the damaged product at the time of unboxing. - You have all the original packages, labels, accessories that came with the product.
- Product is unused.
PreOrders/BackOrders/Special Orders
- PreOrders (for products that are to be released or available with us soon)
- BackOrders (products that are sold out with us, we may try to procure for you if ordered and deliver in the given period time mentioned in the product page)
- and the Products mentioned as “Special order” (Similar to BackOrder, Special orders are arranged as per the order from customer and dispatched within 1 to 4 weeks)
PreOrders/BackOrders/Special Orders cannot be cancelled or changed or refunded (with exception for damaged on arrival product). Since these order products are arranged specially as per the order received from the customers, we can’t offer cancellation or refund. You can get in touch with us at Email/WhatsApp number found in Contact Us page before placing preorders for product related queries to be sure of the purchase.
- In case if release date or availability date is postponed we will inform you about the same. In such cases you have an option to wait further or request for refund (only if release/availability date is postponed).
- Preorders are processed in First Come First Serve basis, in case if the stock is not enough for your order turn we will inform you about the same. In such case you have an option to wait until the next batch of availability (which is mostly in short number of days) or you can request for refund.
- BackOrder/Special Order: products are only arranged after receiving the order. In case the backorder/special order product is not available from our suppliers we will inform you about the same process the full refund if any amount were paid.
Outer Carton Or Product Is Damaged On Arrival
we understand that as a collector you may value the product’s outer package, but outer box is not considered as product neither by the brand suppliers nor us. The product’s outer package damage will not be considered as product damage and same is not eligible for return/replacement. Your understanding is appreciated.
Yet we give major attention to shipment packaging with choice of strong carton box with protection padding added to secure the product and the box
If the outer carton box is opened or severely damaged or product inside is damaged on arrival, kindly refuse the delivery from the courier agent with reason “Package damaged”.
If you have accepted the package, and in case if you found that the product is damaged after opening outer carton box, please record the video of the damaged box & product and share it with us over Email or WhatsApp details found in Contact Us page, we will file a complaint to courier company and find a solution, and also help you with the product replacement.
***Exchange/Return/Refund is not possible if you have not recorded a video of the damaged packaging and product at the time of unboxing.
***Once our packages leave our facility, we are no longer responsible for them, and the responsibility for the packages will be on the shippers (Courier companies). We can file claims with the appropriate shipper for missing packages and damaged or missing contents. The decisions that the shippers make on filed claims will be reflected in our decisions on how these issues will be handled. Neither we nor the shipper are responsible for package thefts.
Undelivered Shipment:
Customer will have to bear the shipping expenditure in case of returned delivery due to below reasons:
(either customer pays for reshipping the product to customer OR in case of refund, shipping expenditure will be deducted from the refund amount)
- Customer refused to accept the shipment at the time of delivery.
- Shipment return due to customer unavailability leading to Non Delivery
- Shipment returned due to incorrect or incomplete address provided by customer.
How To Cancel An Order
- Once an order has been fulfilled/shipped, it cannot be cancelled.
- Order of products mentioned “Special order” cannot be cancelled.
- Full payment pre-orders cannot be cancelled.
If an order hasn’t been shipped, please contact us over the Email/WhatsApp number found in Contact Us page to request cancellation.
** Orders will be fulfilled as per availability.
** No refund option will be available due to any price change at any time.
BigFan Merch reserves the right to cancel orders without prior intimation.
How to request for replacement
BigFan Merch provides option to exchange or returning any products purchased within 3 Days of its receipt. If 3 days have passed since the order delivery, we can’t offer you a full refund or exchange. To be eligible for a return,
- Item must be unused and in the same condition that you received it. It must also be in the original packaging.
- Please ensure product has original label and box for easy returns.
- To initiate an exchange or return request contact us at Email/WhatsApp number found in Contact Us page, within 3 working days of delivery of the product.
- Once your request is approved, the item will be picked up within 2-3 working days by our courier partner.
Shipping the returns To Us
Free return shipping.
We will arrange a return pickup ourselves through a courier partner at our cost. Under impossible situation, we may ask the buyers to ship the returns. Please make sure that the order item is unused and in the same condition that you received it. It must also be in the original packaging along with labels, accessories if any.
Incorrect Product Returned
Please note that if an incorrect Product(s) is returned, the return request will be treated invalid, and no replacement will NOT be given, and further action will be take on buyer and their account maybe suspended if confirmed that the buyer has returned the wrong product on purpose.
And if incorrect product is handed by you to our Courier Service Partner, BigFan Merch shall not be responsible for any loss/damage/theft caused to such Incorrect product while in transit or otherwise.
Processing The Replacement/Refunds
Once the product is received at our warehouse, we will send you an email to notify to acknowledge the return item reception, and your exchange or replacement item will be shipped.
In case of refund, you will be notified of the approval or rejection of your refund, the returned order/item amount (minus any charges if applicable) will be refunded directly to the original mode of payment.
Refund may take 4 to 10 days to reflect in your bank account based on the original mode of payment you made.
Discounted Product
If any or all the products that were originally part of an order placed using a coupon or offer are returned then the coupon code/offer will no longer be applicable on the order. The benefit of the coupon/offer will also not be included in the refund. If the product(s) returned are part of any free offer such as Buy 2 get 1 free or Buy 1 get 1 free, all the products related to the offer have to be returned, as they have been purchased as part of a group offer.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account statement again.
Then contact your bank, after the refund initiation there is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at Email/WhatsApp number found in Contact Us page.
Need help?
Contact us at Email/WhatsApp number found in Contact Us page.