We always hope that you will be satisfied with our products, however if you are not satisfied, you can return your item within 30 days.
Return deadline
- The return deadline is within 30 days of receiving the parcel. We cannot accept returns after the return deadline.
- The date stamped or signed for the last item in your order is considered the arrival date of the order.
Items to be returned
The following items cannot be returned, except in the case of damaged items or on receipt of defective items.
- Used products
- Products that have been repaired or cleaned by the customer
- Products that have been scratched, damaged, or soiled at the customer’s hand.
Contact for Cancel and Return
- If you wish to cancel or return your order, please contact us with a clear statement that you would like to cancel the contract or return item before the return deadline (30 days).
Email address: sales@bigberthaoriginal.com
Phone number: 0345 450 5431
- To facilitate the procedure, please have your name, address, email address, and order number ready when you contact us.
- If the item has already been shipped when you contact us for cancellation, we will not be able to cancel it, so you will be required to follow return process.
How to return
- Please contact us via email or phone with your intention to return the product, the customer service team will inform you of the return address and return method.
- Regarding the return method, please use the method specified by us.
- Please complete the return procedure within 15 days from the date you notify us of your intention to return the product.
Return shipping costs
- In case the reason of return is for your convenience, you are responsible for the direct cost of returning the product.
- If you wish to return an initial defective or damaged item, you can only return it using the courier's return label provided by us. Unless otherwise agreed in writing prior to shipping the returned item, we will not be responsible for the return cost if the item is returned by any method other than specified by us.
Refund
- If you cancel or return, we will refund the full amount you paid, including:
- Shipping cost (If you use a service such as special shipping separately, only the normal shipping fee will be refunded after deducting additional charges)
- Product price (If it is determined that the product value has been lost due to the inappropriate handling at the customer's, the loss may be deducted from the refund amount)
- Refunds will be made using the same payment method you used for your first payment, unless you explicitly state in the returns email another method and this is agreed by our customer service team.
- We will make the reimbursement without undue delay, and not later than below.
- Within 14 days from the date that we confirm receipt of your return
- Within 14 days after the customer is provided with information on the fact of the return, such as the tracking number of the return delivery service.
- In case we are unable to receiving the return product for some circumstance, within 14 days after we confirm that you have decided to cancel the contract.
- Refunds may be withheld until the earlier of the above conditions a) or b) is confirmed.
- Regarding exchange, some products cannot be exchanged. Please contact the above contact information with the details you would like to exchange.
- For items that cannot be exchanged, the procedure for exchange is to return and reorder. Please proceed return process according to the method above then reorder.