13.1. The right of withdrawal does not apply to B2B sales. BigBuy does not repurchase goods from its distributors that they haven’t been able to sell in their stores or warehouses, or potential returns from their customers. If a customer wishes to return a product in perfect condition and the Distributor accepts the return, the Distributor shall retain ownership of the product. BigBuy shall not accept the return under any circumstances.
13.2. The Distributor must gather the necessary information from the customer and complete the incident form correctly in order for this to be dealt with, this process cannot be carried out by the end consumer.
13.3. The return of the product shall be carried out in accordance with the type of incident, by opening a Ticket or from the Returns section of the Distributor’s contact area:
13.3.1. If the Distributor receives a product that is damaged, incorrect, incomplete or with missing pieces, the Distributor must open a Ticket within 5 days of the product being delivered to report the incident and attach all supporting documentation.
13.3.2. If an incident occurs due to the malfunctioning of the product in the guarantee period, the Distributor may:
• Report this incident by opening a Ticket. BigBuy may opt for full or partial payment, repair, sending a new product or sending the missing part. The solution provided shall be subject to the guarantee conditions and procedures established by the brand’s technical support network.
• Report the incident via the Returns section on the Dashboard.
• This service includes one free collection at the Distributor’s address every two months, provided that the value of the products to be collected amounts to a minimum of €90 or relates to orders made more than 6 months prior. BigBuy reserves the right to reject this method of return for certain types of products, for which it shall refer to the management of incidents by Ticket. Once the defective products have been added to the Returns section and the RMA draft has been generated, the Distributor shall be responsible for completing the process by making the request for collection of the RMA within the two-year guarantee period. If the collection of the RMA is not requested within the guarantee period, the request will be rejected.
13.4. Incident returns must be authorised by the customer service department once the photos and required documentation have been checked. Sending incorrect, inaccurate of documents or the absence of the document required shall invalidate the possibility of any claim and lead to the incident being cancelled.
13.5. Collections of incidents shall always take place at the same address as the delivery of the order address and under the same conditions, at street level.
• The products to be collected must be packaged with appropriate internal and external protection to prevent breakages during transportation. If the product is received at BigBuy’s facilities with damage caused by poor packaging, the claim shall be rejected.
• “Pallet Delivery” collections of large volume products shall only be carried out if they meet the conditions of the agencies. In other words, if the products are correctly palletised, packaged and strapped, in the same way in which they were delivered.
• The products to be collected must be packaged in identical or similar sized packaging to the original delivery. BigBuy reserves the right to reject the collection of products that come with packaging of larger dimensions to the packaging the order was delivered in.
• If the Distributor wishes to return the defective goods outside of these terms, the Distributor shall bear the costs arising from this, once they have notified BigBuy to obtain the relevant authorisation to proceed with it.
• The free collection service shall not apply to the Canary Islands, Ceuta, Melilla and non-EU countries, where the Distributor must send the returns with their agency and bear all the costs derived from the transport, handling, customs clearance and settlement of prepaid taxes and duties (indicating on the defective goods invoice AT NO COST).
13.6. The review periods of the incident, in addition to the repair, shall vary according to the type of product, its complexity and times established by Technical Support Services.