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Returns Policy for Businesses

1.1 Notifying BiGDUG about a Return

Goods can be returned, for a refund, if  BiGDUG is notified within 30 days of receiving your goods. If BiGDUG is notified outside of the 30 days then a credit can be issued to be used against a future order at BiGDUG’s discretion.

Goods must be returned  in their original packaging, unused, unassembled and in a resaleable condition.

Any refund or credit will be processed within 14 days of receiving the goods.

For the purposes of these terms a credit means a credit note.

To arrange a return please contact us on 0800 074 6000.

 

1.2 Returning Goods to BiGDUG

Customers have the option to return goods themselves at their own expense and risk. Please contact us to obtain a returns number and an address of where the goods need to be sent to.

Alternatively, BiGDUG can arrange collection of the items to be returned, but will apply a charge for doing this. This charge will be taken off the final refund figure. Costs of collection are as follows: -

·       Order value (goods only) is below £100 ex VAT - £9.99 ex VAT

·       Order value (goods only) is £100 ex VAT and above – 10% of order value (goods only, ex VAT)

It is the buyer’s responsibility to be present at time of collection and BiGDUG reserves the right to charge more for collection, should pre-arranged collections be missed.

BiGDUG also asks customers to take photographs of returned parcels and pallets before they are collected to prove the condition of goods before they were handed to the courier.

Delivery charges that were paid by the customer on the original order will only be refunded if the customer returns the goods themselves.

 

1.3 Where you do not have a right to return

There are certain instances where returns cannot be accepted and these are: -

· Made-to-Order products – these are products from our range that are specifically Made-to-Order and cannot be returned. These products are highlighted as Made-to-Order on product pages online, in the catalogue and at time of order. Refused deliveries of Made-to-Order products are not eligible for a credit.

· Personalised products – products that are personalized to your requirements e.g. a different colour that is not standard or a bespoke size/configuration.

 

1.4 Processing a Return

Upon receipt of the returned goods, BiGDUG will then process the return. Our returns team will assess each product that is returned and will determine whether any deductions need to be made to the refund for the goods.

Our returns team will use their discretion taking into account the following scale: -

Excellent/resaleable Condition (No Deductions)

·         Original packaging

·         All parts/components included

·         Unused

·         No Damage

Fair Condition (20 – 49% Deduction)

·         Missing original packaging

·         Missing some parts/components

·         Signs of use /assembly of certain components

·         Slight damage

Poor Condition (50 – 100% Deduction)

·         Missing original packaging

·         Missing majority of parts/components

·         Major signs of use /product has been assembled

·         Item is damaged and needs to be scrapped

BiGDUG will ask customers to rate the products against the same scale and at the time of requesting the return of goods, the customer will notify BiGDUG of what condition the goods are in.

 

1.5 Return Exchanges

In the event of a customer having made an error with their order and require an exchange, BiGDUG reserves the right to apply charges for collection, re-delivery and processing the return. BiGDUG will require original goods to be returned before replacements are sent out.

 

1.6 Refunds

Refunds are processed within 14 days of receiving goods.

 

Returns Policy for Consumers

In line with law a consumer is defined as “an individual acting for purposes that are wholly or mainly outside the individual’s trade, business, craft or profession.”


1.1 Notifying BiGDUG about a Return

As a consumer you have 14 days after receiving your order in full to notify us in a written format that you wish to send them back to us for a full refund.

In addition, Goods can be returned, for a credit note or an exchange after the 14 days period, up to 30 days.

Goods must be returned, unused, unassembled and in a resalable condition.   BiGDUG reserves the right to make a deduction for any missing parts, signs of assembly or damage to the product.

Your statutory rights remain unaffected by this policy.

To arrange a return please contact us on 0800 074 6000 or write to us: contact@bigdug.co.uk

 

1.2 Returning Goods to BiGDUG

Customers have the option to return goods themselves at their own expense and risk. Please contact us to obtain a returns number and an address of where the goods need to be sent to.

Alternatively, BiGDUG can arrange collection of the items to be returned, but will apply a charge for doing this. This charge will be taken off the final refund figure. Costs of collection are as follows: -

· Order value (goods only) is below £100 ex VAT - £9.99 ex VAT

· Order value (goods only) is £100 ex VAT and above – 10% of order value (goods only, ex VAT)

It is the buyer’s responsibility to be present at time of collection and BiGDUG reserves the right to charge more for collection, should pre-arranged collections be missed.

BiGDUG also asks customers to take photographs of returned parcels and pallets before they are collected to prove the condition of goods before they were handed to the courier.

Delivery charges that were paid by the customer on the original order will only be refunded if the customer returns the goods themselves.

If there is a problem with your goods such as a fault, the goods being misdescribed or not fit for purpose then BiGDUG will meet the costs of return.

 

1.3 Where you do not have a right to return

There are certain instances where returns cannot be accepted and these are: -

· Made-to-Order products – these are products from our range that are specifically Made-to-Order and cannot be returned. These products are highlighted as Made-to-Order on product pages online, in the catalogue and at time of order. Refused deliveries of Made-to-Order products are not eligible for a credit.

· Personalised products – products that are personalized to your requirements e.g. a different colour that is not standard or a bespoke size/configuration.

The above conditions do not affect your statutory rights when goods are faulty, damaged or not as described.

 

1.4 Return Exchanges

In the event of a customer having made an error with their order and require an exchange, BiGDUG reserves the right to apply charges for collection and re-delivery. BiGDUG will require original goods to be returned before replacements are sent out.

 

1.5 Refunds

Refunds are processed within 14 days of receiving goods.


Returned goods are liable for a 20% handling and repackaging charge if the order is not returned in its original, unopened packaging. This charge will be subject to our inspection of the returned goods


Cancellations and changes prior to delivery

You can cancel or change any of your current orders prior to dispatch by contacting us on contact@bigdug.co.uk

Full terms and conditions can be found here

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