Website: www.bigmoecleaningkit.com

‍Effective Date: 16th August 2025

‍

1. Introduction

This Returns & Refunds Policy explains how Big Moe Limited (“Company,” “we,” “our,” or “us”) handles product returns, refunds, and exchanges for purchases made through www.bigmoecleaningkit.com (the “Website”). By placing an order, you agree to the terms set out below, which should be read together with our Terms & Conditions and Shipping Policy.

‍

2. Eligibility for Returns

• Products must be unused, unopened, and in their original packaging.
  
• Returns must be initiated within 14 calendar days of delivery.
  
• Proof of purchase (order confirmation, invoice, or receipt) must be provided.
  
• Products that have been opened, used, damaged, or altered are not eligible for return, except where required by applicable consumer laws (e.g., defective goods).

‍

3. Non-Returnable Items

The following are not eligible for return or refund unless legally required:

• Products that have been opened or used.
  
• Items purchased on clearance, sale, or marked as “final sale.”
  
• Products damaged due to misuse, neglect, or failure to follow instructions.

‍

4. Process for Returns

To initiate a return:

1. Contact us at care@bigmoecleaningkit.com with your order number and reason for return.
   
2. We will provide you with return instructions, including the return shipping address.
   
3. You are responsible for return shipping costs, unless the item is defective or incorrectly supplied.
   
4. We recommend using a trackable shipping service. We are not liable for items lost in transit.

‍

5. Refunds

• Refunds are processed once the returned product is received and inspected.
  
• Approved refunds will be credited to your original payment method within 7–14 business days (processing times may vary depending on your payment provider).
  
• Original shipping costs are non-refundable, except where required by law (e.g., defective or non-conforming goods).

‍

6. Exchanges

• Exchanges are only offered for defective or damaged products.
  
• If you wish to exchange a defective product, contact us within 7 days of delivery at care@bigmoecleaningkit.com.
  
• Replacement products will be shipped at no additional cost once the defective product is received.

‍

7. Damaged, Defective, or Incorrect Items

If your product arrives damaged, defective, or incorrect:

• Notify us within 7 days of delivery.
  
• Provide photos of the damaged/incorrect item and packaging.
  
• We will arrange a replacement or issue a full refund, including shipping costs, as required by applicable law.

‍

8. International Returns

• International customers are responsible for customs duties, taxes, or import fees on returned items.
  
• Refunds will only cover the cost of the product, not customs or import charges paid in your country.

‍

9. Consumer Rights

Nothing in this Policy affects your statutory rights under applicable consumer protection laws, including but not limited to:

• EU/UK: Right of withdrawal under the Consumer Rights Directive.
  
• U.S.: Applicable state or federal consumer protection laws.
  
• Hong Kong & Other Jurisdictions: Refund and return rights under local consumer protection legislation.
  

Where applicable, the stronger protection (statutory right) will prevail over this Policy.

‍

10. Contact Us

If you have any questions about our Returns & Refunds Policy, please contact:

Big Moe Limited – Customer Support
Email: care@bigmoecleaningkit.com
Address: RM 1911A, Unit F, 19/F, Golden Bear Centre, 66 Chai Wan Kok Street, Tsuen Wan, Hong Kong