Return Policy | BigSpoon Kitchenware
Return Policy

1)    BigSpoon Kitchenware provides returns for all items except Clearance, Best Buy, Sale, Discounted items (including items purchased using discount codes) and items specifically marked as Non-Returnable.

 

2)    Returns can only be made one time per order number. Orders made using return credit cannot be returned again.

 

3)    We only accept returns if the item is
a.    damaged upon arrival;
b.    contains manufacturing defects;
c.    wrongly shipped.

 

4)    Buyer must notify us of any defects or discrepancies within 7 days from the date item is received to be eligible for returns, failing which your returns shall be duly declined.

 

5)    The returned item must reach us within 14 days from the date order is received.

 

6)    The return shipping charges shall be borne by the buyer.

 

7)    All returns must include the invoice or order slip from our store or marketplace.

 

8)    The item must be in its original box and packaging, in the same condition as you received it and unused. For items wrongly shipped, the item must be in resalable condition.

 

9)    Upon successful verification of the returned item, we shall send a replacement or spare parts to the buyer at our discretion. In the event that we are unable to send a replacement or spare parts, we reserved the rights to issue a Store Voucher with value equivalent to the item purchased (excluding shipping fees).

 

10)    This Return Policy does not extend to our Resellers.

 

11)    The return parcel is under buyers' responsibility and BigSpoon Kitchenware is not liable for any loss of return parcel / additional taxes incurred for return parcels.

 

12)    Clearance items that are functional and may contain some cosmetic defects or subpar performance, are strictly not eligible for returns.

 

13)    All returns which do not meet the above-mentioned criteria shall be strictly declined and forfeited.

 

Reason for Return Unsatisfactory Product Non-Defect Imperfections Defective Product
Description
  • Do not like the item
  • Quality not up to expectation
  • Change of mind
  • Color variation from product photo.
  • Slight design variation from product photo.
  • Slight size variation within +/- 10% tolerance on measurement.
  • Minor imperfections e.g. stains, waviness, scratches, etc.
  • For cast iron products, finish grind marks, uneven surface, pinholes, flashing, mild rust are non-defects.
  • Self-inflicted damage.
  • Buyer's subjective opinions on product quality and preference.
  • Manufacturing defects
  • Broken parts
  • Dented parts
Return Shipping Cost Borne by Buyer Reimbursed by BigSpoon in terms of store voucher up to RM20 value.
Exchange Shipping Cost Borne by Buyer Borne by BigSpoon
Initial Shipping Cost Borne by Buyer Borne by BigSpoon
What Buyers Receive
  • Store Voucher equivalent to the item price (excluding initial shipping fee)
  • For free shipping items, the initial shipping fee of RM10 shall be levied.
  • NO CASH REFUND
  • Upon successful verification of the defective item, BigSpoon shall, at its sole discretion, either:
  • Ship one-to-one exchange or the spare part of the same item;
OR
  • Issue a Store Voucher equivalent to the item price and reimbursement of return shipping cost.

 

Return Procedure:

1)    Email us at “support@bigspoon.com.my” with the following details:
a.    Order Number;
b.    Clear description of the defect;
c.    Photos showing the defect on the product;
d.    Photos of the original packaging or carton box as you received (check for any damage of carton box)

 

2)    Upon verification, we will send you an email with further instructions on the RMA (Return Merchandise Authorization).

 

3)    Please label the return parcel with the RMA# (or equivalent) clearly visible on the outside.

 

4)    Please be reminded that the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. Please keep the tracking code with you in case we shall need them for reference.

 

Return Address:
HOMWARE RESOURCES SDN BHD
Plot 148, Jalan Perindustrian Bukit Minyak 7,
Bukit Minyak Industrial Park,
14000 Bukit Mertajam,
Penang.
Tel    : 04-5025258
Attn    : BigSpoon Kitchenware - Returns
RMA#     :