We want you to love your Bigens ball. If something isn't right, we're here to help. This policy explains returns, refunds, cancellations and what to do if an item arrives damaged or defective. It doesn't limit any rights you have under the law where you live.
1. The short version
- You can return unused items within 30 days of delivery, wherever you live.
- Contact us before you send anything back. The day you contact us is the day that counts.
- You can cancel an order, including a pre-order, any time before it ships.
- Custom and personalized products, and items sold as final sale, can't be returned unless they are defective.
- If you live in the EU or UK, you also have a legal 14-day right of withdrawal (section 3). Our 30 days are more generous and include it.
2. Return conditions
For a full refund, the item must be:
- Unused. Not used, not inflated (beyond a brief indoor check), and not used outdoors. It should be in the same condition as when you received it, with no more handling than you'd do to inspect it in a store.
- Complete and in its original packaging. Deflated and folded, with all parts, labels, instructions and accessories included (for example the pump, if one came with it).
- Undamaged, unless it arrived defective or damaged (see section 8).
- Registered with us first. Please don't send anything back without contacting us (see section 4).
We may refuse a return that doesn't meet these conditions, or accept it with a restocking fee (see section 6). If you are using your statutory right of withdrawal in the EU or UK, section 3 applies instead.
3. Your right of withdrawal (EU and UK)
If you are a consumer living in the European Union or the United Kingdom, you have the legal right to withdraw from your purchase within 14 days without giving any reason. Our 30-day return window (section 1) gives you more time: if you contact us within 14 days of delivery, the statutory rules below apply. If you contact us after that, but within 30 days of delivery, our voluntary return policy in sections 2 and 4 to 6 applies.
- The withdrawal period ends 14 days after the day you, or someone you name other than the carrier, receive the goods. If your order arrives in several parcels, it ends 14 days after you receive the last one.
- To withdraw, tell us clearly that you want to withdraw, for example by email to hello@bigens.com, through our returns form, or by letter to Vertuem North America LLC, 447 Broadway, Unit 1264, New York, NY 10013, USA. You can use the model withdrawal form in section 13, but you don't have to. It's enough to send your withdrawal before the 14 days are over.
- Send the goods back without undue delay and no later than 14 days after you told us you're withdrawing. We'll give you the return address. You pay the direct cost of returning the goods.
- We refund all payments we received for the withdrawn items, including the standard delivery cost (not the extra cost of a faster shipping method you chose), within 14 days of receiving your withdrawal. We use the payment method you used, unless we agree otherwise, and you won't pay any fees for the refund. We may wait until we have received the goods back, or until you've shown proof that you sent them, whichever is earlier.
- No restocking fee. We never charge a restocking fee on a statutory withdrawal. You are only liable for any loss in value of the goods caused by handling them beyond what's necessary to check their nature, characteristics and functioning (for example, using the ball or inflating it outdoors), and we may deduct that amount from your refund.
- The right of withdrawal doesn't apply to goods made to your specifications or clearly personalized, such as custom orders (see section 7), or to purchases made for business purposes. Final sale items (section 7) keep the right of withdrawal.
4. How to start a return
Fill in our returns form or email hello@bigens.com within 30 days of delivery with:
- your full name and the email address you used for the order;
- your order number;
- the item(s) you want to return;
- the reason for the return (optional, but it helps us improve).
We'll reply with return instructions and the correct return address for your region. Please don't send items to the address in our legal notice or to any other address unless we ask you to: items sent to the wrong address can't be processed. Deflate the ball fully, fold it, and pack it in its original box with all parts.
5. Return shipping costs
You pay for return shipping, unless the return is because of our mistake (a damaged, defective or wrong item). In that case, we send you a prepaid return label or cover the cost. We recommend a tracked shipping service, because we can only refund items we receive.
6. Refunds
- Timing. We check the item and issue your refund within 10 business days of receiving it. For EU and UK statutory withdrawals, the deadlines in section 3 apply. Your bank may need another 5 to 10 business days to show the refund.
- Method. Refunds go back to your original payment method.
- Shipping costs. Original shipping costs are not refunded, unless the return is because of our mistake. For EU and UK statutory withdrawals, we refund the standard delivery cost as explained in section 3. Extra charges for express or priority shipping are never refunded, unless the return is because of our mistake.
- Bundles and discounts. Discounted items and bundles can be returned like any other item. If you return part of a bundle, we refund the price you actually paid for the returned item, after its share of the bundle discount.
- Restocking fee. For returns outside the statutory right of withdrawal (for example, any return from outside the EU and UK, or a return from the EU or UK after the 14-day withdrawal period), we may charge a restocking fee of up to 50% of the item price, at our discretion. For example, this can apply when an item comes back used, inflated, incomplete, damaged or without its original packaging. We never charge a restocking fee on an EU or UK statutory withdrawal (see section 3).
- Keeping the item. In some cases, for example when shipping a return would cost more than it's worth, we may offer a partial refund and let you keep the item. Just ask.
7. Items that can't be returned
Unless they are defective or not as described, we can't accept returns of:
- Custom and personalized products, such as balls with your logo or a custom print, custom colors or custom sizes. They are made to your specifications. A custom product that doesn't match the proof you approved counts as defective.
- Final sale items. Items sold as final sale (for example, sample sales or clearance) can't be returned under this policy. Whether a sale is final sale is stated on the product or sale page. This doesn't affect your statutory right of withdrawal in the EU or UK, or your rights for defective items.
- Gift cards.
Ordinary discounted purchases and bundles are not final sale and can be returned under this policy.
8. Damaged, defective or wrong items
- Tell us as soon as possible. If your order arrives damaged, you received the wrong item, or you find a defect, email hello@bigens.com as soon as possible, with photos or a short video of the item and the packaging.
- We investigate. We look into it, with the carrier where needed. Depending on the information available, we send you a replacement or refund you, and we cover the return costs. For a wrong item sent by us, we always send the right item or refund you.
- Our decision. After the investigation, the final decision is at our discretion. This doesn't affect your statutory rights: for consumers in the EU, the legal guarantee of conformity lasts at least two years from delivery, and for EU and UK consumers we carry the risk of loss or damage until the order is delivered.
Normal wear and tear, punctures caused by sharp objects or rough surfaces, overinflation, and damage caused by use contrary to the instructions are not defects. Lost or missing packages are covered in section 11 of our Shipping Policy.
9. Exchanges
We don't offer direct exchanges. Return the item for a refund and place a new order for the one you want. Picked the wrong size or color? Contact us: we may be able to offer store credit once your return is on its way.
10. Cancellations
- In-stock orders. Email hello@bigens.com as soon as possible with your name, order number and the email used for the order. If your order hasn't shipped yet, we cancel it (or the items you choose) and refund you in full. Once it has shipped, we can't cancel it, but you can return it under this policy.
- Pre-orders. You can cancel a pre-order at any time before it ships, for a full refund (see section 11).
- Custom orders. Custom orders are paid in full in advance. You can cancel for a full refund until you approve the proof. Once production has started, a custom order can't be canceled (see section 9 of our Terms of Service).
- Address changes. We can usually change the shipping address if you tell us before the order ships.
11. Pre-orders
- You pay in full at checkout. The expected ship date is shown before you pay.
- You can cancel at any time before we ship, for a full refund of the canceled items.
- If we can't ship by the expected date, we email you a revised date and the option to cancel for a full refund. If the new date is more than 30 days after the original date, we only keep your order if you confirm you want to wait; otherwise we cancel it and refund you in full.
- After delivery, pre-orders have the same 30-day return rights as any other order.
The full pre-order terms are in section 8 of our Terms of Service.
12. Return addresses
We give you the right return address for your region when you start a return. Please only use the address we send you.
13. Model withdrawal form (EU and UK)
Complete and return this form only if you wish to withdraw from the contract. You can also simply email us.
To: Vertuem North America LLC (Bigens), 447 Broadway, Unit 1264, New York, NY 10013, USA, hello@bigens.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*): ______________________________
Ordered on (*) / received on (*): ______________
Order number: ______________
Name of consumer(s): ______________
Address of consumer(s): ______________
Signature of consumer(s) (only if this form is sent on paper): ______________
Date: ______________
(*) Delete as appropriate.
14. Contact us
Questions about a return, refund or cancellation? Email hello@bigens.com or use our contact form.
Bigens, a brand of Vertuem North America LLC
Last updated: October 4, 2026