Order & Delivery Related

Delivery time, Order status, Order tracking & more

1. When will I receive my order?
   We ensure that your orders are usually delivered via quick delivery within minutes. You can track your order’s progress live through our order assistant and stay updated.
2. How can I check the estimated delivery time?
   You can see the estimated delivery time at multiple points in your journey:
   - On the home page, before placing your order
   - On the basket page, while checking out
   - On the order tracking screen, after placing your order
   This helps you stay updated at every step.
3. Is there a minimum order value required for delivery?
   No, there is no minimum order value needed for delivery.
4. Are there any order cancellation charges?
   No, there is no order cancellation charge.
5. Can I change the delivery slot after placing my order?
   Yes, you can change the delivery slot for your order through the “My Orders” section of our app.
6. What if a product is missing from my delivery?
   At the time of delivery, please check all products as in your invoice. If a product is missing, report it through the “My Orders” section of our app within 48 hours.

Payment Related

Payment modes, Handling charges, Delivery charges & more

1. What are the available modes of payment?
   You can pay for your order on bigbasket.com using the following modes of payment: a. Pay on delivery (Cash/UPI)
   b. Credit/Debit cards
   c. UPI Apps
   d. Wallets
   e. Pluxee
2. Is it safe to use my credit/debit card on bigbasket?
   Yes, it’s completely safe. bigbasket uses secure payment gateways, and as per RBI rules, all card payments have an additional authentication pass code verified by VISA.
3. Where do I enter a coupon/voucher code?
   After selecting products for your order, you’ll proceed to the checkout/ basket screen. On the basket screen, there is a text box where you can enter a coupon/voucher code.
4. What is bbWallet?
   bbWallet is a prepaid balance linked to your bigbasket account. Add money once and pay directly for your orders without any hassle.
5. Where are refunds processed?
   Refunds are credited to your bbWallet by default. If you prefer, you can request to have the refund processed back to your original payment method.
6. What are delivery and handling charges?
   Delivery and handling charges are levied for the safe and careful delivery of your orders.They may vary depending on your location and the basket value for operational and business reasons, such as distance, logistics, and service availability in specific areas. Packaging charges may be levied for Food & Beverage orders by our restaurant partners.
7. What is the Tobacco Convenience Charge?
   Convenience charge is a flat charge added to orders containing tobacco products, which ensures safe and secure handling of tobacco products.
8. Does bigbasket ask for sensitive information like bank details or PIN?
   No. bigbasket never asks for anything beyond your registered name, address, phone number, and/or email ID. If anyone claiming to be from bigbasket asks for bank details, PIN, or card information, please do not share it and report to us immediately.

Return & Refunds

Return & Exchange policy

1. What is Return & Exchange Policy?
   Our Return & Exchange Policy lets you return a product for a refund or exchange it for a replacement within the eligible window mentioned in the product description. You can read more about the policy here.

Gold & Silver Coins

Authenticity certificates, payment options & more

1. bigbasket has partnered with Tanishq to offer Gold and Silver Coins online. Each Coin comes with an original invoice and a Tanishq Certicard that includes the certificate of authenticity?
   Yes, you can have multiple addresses. However, each order can be delivered to only one address. For deliveries to different addresses, please place separate orders
2. Are the Gold and Silver Coins certified or hallmarked for purity?
   Yes. All Tanishq Gold and Silver Coins sold on bigbasket are certified for purity:
   - 22K Gold Coins (0.5 g & 1 g): 91.6% purity
   - 24K Gold Coins (0.5 g & 1 g): 999 fine gold
3. What payment methods are accepted for purchasing Gold and Silver Coins?
   You can buy Gold and Silver Coins using the following online payment methods:
   UPI, Credit & Debit card, Net banking, third-party wallets and NeuCoins.
   Note: EMI, bbWallet and Cash on Delivery (COD) are not available for Gold or Silver Coin purchases

Pharmacy

Virtual consultation process, Delivery times & more

1. What is ‘Pharmacy’ on bigbasket?
   bigbasket has partnered with TATA 1mg to offer medicines and lab tests within the app.
2. What is the estimated delivery time of my Pharmacy orders?
   All pharmacy orders are eligible for instant delivery, ensuring you get your medicines as quickly as possible
3. How does a virtual consultation work?
   If you place an order without a valid prescription, a registered doctor or medical practitioner from the pharmacy service provider will call you for a virtual consultation and issue a prescription. There are no charges for a virtual consultation.
4. What should I do if my product arrives damaged?
   Don’t worry if you receive a damaged or unsealed product; just return it to the delivery partner at the time of delivery.

Electronics

Open box delivery process, Installation, Returns & more

1. Can I return the appliance I ordered?
   Appliances can be returned within 7 days of delivery. However, products that require demo and installation are eligible for return only if they are unboxed and validated by the brand/authorised service provider.
2. What is open box delivery?
   For any high-value electronic products, our delivery partner will open the package in your presence so you can quickly check the product and its condition, and then accept the order if satisfied. This open box delivery does not include installation or demo.
3. Why is an OTP needed for some deliveries?
   Certain electronic products may require OTP verification at the time of delivery to ensure the order is handed over safely to you.
4. Are all electronic products returnable?
   No. Once the OTP is submitted at delivery, the product cannot be returned unless the issue is reported within 7 days and meets return eligibility.
5. What is the installation process?
   Brand technicians will perform demo/installation as applicable. Timelines and charges (if any) are shown on the product page.

bbCafe

Preparation, Supply, Quality Assurance & more

1. What food & beverages does bbCafe offer?
   bbCafe offers a variety of prepared, pre-packaged, and customised food & beverage products as listed on the app.
2. Who prepares and supplies these food products?
   All food & beverages products are prepared and supplied by third-party Service Providers. bigbasket only delivers the products in the same condition and packaging as received from them.
3. Does bigbasket check the quality or ingredients of the food?
   All details related to quality, ingredients, packaging, allergies, and pricing are provided by the F&B Service Provider. bigbasket does not make any guarantees or accept responsibility for these aspects.

TataNeu Related

NeuPass & NeuCoins

1. How to sign up for NeuPass?
   All our customers are automatically signed up for NeuPass, and can enjoy its benefits. NeuPass is valid for 1 year after registering with bigbasket.
2. How to use NeuCoins?
   NeuCoins are exclusive reward points currency for the TataNeu app and its partner brands, such as bigbasket. NeuCoins are earned by shopping Tata brands, and can also be redeemed when shopping at Tata brands. NeuCoins expire 365 days after they are credited. NeuCoins can be applied on your basket while placing an order.

Consumer Protection Policy

Declaration of Compliance with Guidelines set by the Central Consumer Protection Authority

Is Bigbasket in compliance with 'The Guidelines for Prevention and Regulation of Dark Patterns, 2023' issued by Central Consumer Protection Authority?

Bigbasket is committed to keeping your shopping journey simple, clear, and hassle-free. Every screen and flow is thoughtfully designed to put you in control and to remain in adherence to 'The Guidelines for Prevention and Regulation of Dark Patterns, 2023' issued by Central Consumer Protection Authority. We, at bigbasket, also welcome suggestions from our users that can help us evolve and upgrade the shopping experience with bigbasket. You can write to us with your suggestions at: grievanceofficer@bigbasket.com.

To learn more about Bigbasket's continuous efforts to ensure a smooth and transparent user experience, you can read the Declaration: [Declaration] submitted to the Department of Consumer Affairs, Government of India.