Refund & Cancellation Policy
Effective Date: 12-Oct-2025
Business Name: BIG SQUARE
1. Overview
At Big Square, every product is handcrafted or custom-made with great attention to detail. Because our creations are made specifically for each customer, our refund policy is designed to ensure fairness while protecting against fraudulent or unauthorized transactions.
By purchasing from BigSquareOfficial.com, you agree to the following terms.
2. Custom & Personalized Orders (Non-Refundable)
Custom and personalized items include:
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Gold-plated ornaments with custom engraving or design
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Hand-painted canvas made to order
These items are final sale and cannot be refunded, exchanged, or canceled once your order has been confirmed or production has started.
Please review all customization details (design, name, color, and size) carefully before placing your order.
➡️ All custom-made products are non-refundable and non-returnable.
3. Ready-to-Hang or Standard Products
For ready-made (non-customized) products, refunds or exchanges are only accepted if:
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The item arrives damaged or defective, and
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You contact us within 3 days of receiving the product with valid proof (photos or video).
Once verified, we may issue a replacement or refund to your original payment method through Stripe.
Shipping costs are non-refundable.
4. Order Cancellation
Orders can only be canceled within 12 hours of purchase if production has not yet started.
After 12 hours or once work begins, cancellation requests cannot be accepted.
Please contact us immediately at [email protected] if you wish to cancel an order.
5. Fraud Prevention & Stripe Verification
To protect against fraudulent or unauthorized credit card use, we use Stripe’s secure payment system, which includes:
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Encrypted payment processing
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Fraud detection and risk screening
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Address and card verification (AVS/CVV)
We reserve the right to:
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Request identity verification (such as billing proof or ID) before processing suspicious transactions
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Cancel and refund any order flagged as potentially fraudulent
⚠️ Submitting a false chargeback or fraudulent claim may result in a permanent account ban and reporting to Stripe’s risk team and relevant financial institutions.
6. Damaged, Lost, or Incorrect Orders
If your package arrives damaged or incorrect, please notify us within 3 business days of delivery.
Email [email protected] with your order number and clear evidence (photos/videos).
We’ll investigate with our courier partner and offer a replacement or refund as appropriate.
7. Natural Handmade Variations
Because our products are handmade and hand-finished, slight differences in color tone, texture, or design are normal and part of their uniqueness.
These are not considered defects and do not qualify for refunds or returns.
8. Refund Processing (If Applicable)
For approved refunds:
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Refunds are issued to your original payment method through Stripe
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Processing time: 5–10 business days
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Your bank or card issuer may take additional time to reflect the refund
9. Contact Information
If you have any concerns about your order, please reach out to:
📧 [email protected]
🌐 www.bigsquareofficial.com
📍 Manitoba, Canada