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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 the 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 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 the time of order. Refused deliveries of Made-to-Order products are not eligible for a credit.

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

 

1.3 Collecting & Processing a Return

BiGDUG will arrange collection of the goods with one of our couriers and it is the buyer's responsibility to be present at the time of collection. Should a collection be missed, BiGDUG reserves the right to the charge for arranging another collection.

Upon receipt of the returned goods, BiGDUG will then process the return. BiGDUG will apply a combined restocking and collection fee of 30% of the value of the goods. If there is damage to products and/or clear evidence of use, then BiGDUG reserves the right to make a further deduction to the final returned amount.

 

1.4 Return Exchanges

In the event of a customer has 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.

 

1.5 Refunds

Refunds are processed within 14 days of receiving goods.


Returns Policy for Consumers

In line with the 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 the 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 the 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 the 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 the time of order. Refused deliveries of Made-to-Order products are not eligible for a credit.

·       Personalised products – products that are personalised 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 Processing the Return

Upon receipt of the returned goods, BiGDUG will then process the return. If there is damage to products and/or clear evidence of use then BiGDUG reserves the right to make a further deduction to the final returned amount.

 

1.5 Return Exchanges

In the event of a customer has 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.

 

1.6 Refunds

Refunds are processed within 14 days of receiving goods.


Cancellations and changes prior to deliver

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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