Bigblue compensation
And even though we work every day to improve our quality of service, incidents do occur (e.g. preparation mistake, damaged parcel or lost parcel).
In this article, we explain our clear, understandable, and fair rules about Bigblue compensation.
Rules 📏
Damaged product:
Bigblue is not responsible for:
- any damage caused before the products arrive at the warehouse (manufacturing defects, damage during incoming transfer, etc.)
- damage in case of inherent defect, quality or vice of the goods
Claims opening delay:
To get the compensation claims need to be submitted through the Bigblue app within 30 days after the order preparation (except for damaged where the claim need to be opened less than 5 days after package delivery)
Definitions 🔍
Abusive return
A return is considered as abusive in the following cases:
- The carrier has not attempted any delivery: this can be checked in the order timeline
- For Home Delivery, the carrier has attempted only one delivery (instead of 2) before the parcel is returned or falls back to a pickup point
- except for Colis Privé (only 1 delivery attempted)
- except when the carrier is waiting for instructions from the recipient
- Parcels stay less than 14 days (8 days during peak period) at pickup point (for pickup point carrier such as Mondial Relay)
A return is not considered as abusive if:
- Enough delivery attempts are visible in the order timeline
- The carrier states that he had incorrect/missing delivery details
- There has been a communication between the carrier and the consignee
Delivered not received
When the carrier scan mentions a delivery (in letterbox or in-house) but the recipient claims that they did not receive any package.
Refund policy 💶
| Refund reason | Refund conditions | Documents to provide | |
Investigation process | Refund modalities | |
|---|---|---|---|---|---|---|
| Package lost in transit | Loss confirmed by the carrier | N/A | |
Investigation conducted by the carrier | Minimum between:
|
|
| Package delivered but not received | The carrier used must deliver against signature (no refund will be granted in case of a non counter-signed delivery) |
|
|
Investigation conducted by the carrier |
Minimum between:
|
|
| Damaged product(s) | Order delivered since less than 5 working days |
|
Internal investigation based on pictures | Minimum between:
|
||
| Missing product(s) | N/A |
N/A |
|
Internal investigation based on weight control |
Fulfillment fees of the substitution order* | |
| Wrong product(s) | N/A |
|
Internal investigation based on pictures |
|
||
| Abusive return | N/A |
N/A | Internal investigation | Fulfillment fees of the substitution order* | ||
| Delivery delayed for express orders |
-Express carrier (Chronopost 18, UPS Express) -More than 2 working days between order creation and 1st delivery attempt |
N/A |
Internal investigation based on tracking events | Fulfillment fees of the initial order (Preparation + shipping) |
*if the substitution order has been announced and uses the same type of service, Bigblue will refund the substitution order — otherwise Bigblue will refund the initial order
**if no supplier’s invoice is provided, Bigblue will refund 20% of the product commercial value up to 100€. If the product purchase value is more than 100€, we will send and refund a return shipping label
Contractual compensation in case of parcel loss or damaged ✍️
🇫🇷 From France:
- 23€/kg in the limit of 200€ (based on the package weight) for domestic and international shipments
🇪🇸 From Spain:
- 6.43€/kg for domestic and international shipments
Ad Valorem insurance 💰
If you have taken out Ad Valorem insurance, the compensation amounts are de-capped at the insured sale value in the following case:
- Damaged item
- Parcel loss
- Parcel claimed as delivered but not received, in case of delivery with a signature
Ad valorem insurance only works if the carrier admits fault and agrees to a refund.
🚨Ad Valorem insurance is only available for parcels shipped from our French warehouses