Returns & Refund Policy

UK Returns

Welcome to our eCommerce store! We are committed to providing you with an exceptional shopping experience from browsing to delivery and beyond. Below, you'll find important information about our delivery and return policies to ensure your experience is smooth and hassle-free.

This policy does not affect your statutory rights under UK consumer law, including your right to cancel within 14 days of receiving your order.

Return Conditions

We understand that sometimes a purchase may not be right for you. Our return policy allows you to return items under the following conditions:

Timeframe: Items must be returned within 30 days of receipt.

Condition: Items must be returned complete and in a condition suitable for resale, with original packaging where possible.

Exclusions:

Perishable Goods: Not eligible for return.

Personalised Items: Non-returnable unless defective.

Final Sale Items: Not eligible for return where clearly marked as “Final Sale” at the time of purchase.

Electronic Items: May be returned within 30 days, provided they are complete, undamaged, and returned in a condition suitable for resale, with original packaging where possible.

Return Process and Timeframes

We aim to make the return process straightforward:

Return Period: You have 30 days from receipt to initiate a return.

Return Authorisation: We ask that you contact us by email at support@bigbuildtechnology.com to obtain a return authorisation (RMA) before sending items back, so we can process your return efficiently.

Refund Processing: Refunds are processed within 7–10 business days after we receive your return. Bank processing times may vary. Refunds are issued to the original payment method used at checkout.

Return Shipping Fees: Return shipping costs are the customer's responsibility. We will only cover return shipping costs if the item is damaged, defective, or sent in error, in line with UK consumer law.

Additional Information

Third-Party Orders: If you purchased an item through a third-party platform (such as Amazon or eBay), returns for those orders are handled in accordance with the policies of the platform where the purchase was made.

Customer Support: If you need any assistance, please contact our customer service team. We’re here to help!

Thank you for choosing to shop with us. We appreciate your understanding and look forward to serving you again!

International Returns

This section applies to orders delivered to addresses outside the United Kingdom.

No Voluntary International Returns

We do not offer voluntary returns for international orders, including returns requested because a customer has changed their mind, ordered the wrong item, or no longer requires the product.

This does not affect any statutory or mandatory consumer rights that apply in the customer's country or region.

Where applicable consumer law provides a mandatory right of cancellation, return, repair, replacement or refund, those rights will apply.

Faulty or Damaged International Items

If an international order arrives faulty or damaged, please contact us at support@bigbuildtechnology.com before returning the item.

To help us assess the issue, we may ask you to provide reasonable supporting information, which may include:

• Photographs of the product and packaging
• Video showing the reported fault
• Details of the problem or error messages
• Product serial number
• Details of installation or use
• Results of reasonable troubleshooting steps

Providing this information helps us determine whether the issue can be resolved without requiring the product to be returned.

Please do not return an international item without first receiving return instructions from us.

Free Returns for Confirmed Faulty or Damaged Items

Where we confirm that an item is faulty or damaged and a return is required, reasonable return shipping will be provided at no cost to the customer, subject to applicable consumer law.

Depending on the circumstances, we may:

• Provide a prepaid return shipping label;
• Arrange collection of the product; or
• Authorise another reasonable return method and reimburse the agreed return shipping cost.

Customers should not arrange an expensive international return service without our prior agreement unless applicable consumer law provides otherwise.

Inspection and Testing

Where appropriate, returned products may be inspected or tested after they are received.

The purpose of the inspection is to verify the reported fault or damage and determine the appropriate resolution.

If the item is confirmed to be faulty or damaged, we will provide the appropriate remedy in accordance with applicable consumer law.

No Fault Found

If, following reasonable assessment, inspection or testing, the product is found not to be faulty or damaged, it may be treated as a non-faulty item rather than a defective-item return.

Where permitted by applicable consumer law, the customer may be responsible for reasonable shipping costs associated with the return and/or sending the product back to the customer.

We will inform the customer before arranging any chargeable shipment back to them.

Nothing in this section affects any separate statutory cancellation, withdrawal or other consumer right that may apply.

Mandatory Cancellation or Withdrawal Rights

Customers in certain countries or regions may have a statutory right to cancel or withdraw from an online purchase within a specified period.

Where such mandatory rights apply, they take precedence over our policy of not offering voluntary international returns.

For a return made solely under a statutory change-of-mind, cancellation or withdrawal right, the customer is responsible for the direct cost of returning the goods where permitted by applicable consumer law.

International Return Shipping

International returns must be made using the return instructions provided by us.

Where we are responsible for the return shipping cost, we reserve the right to specify a reasonable carrier, shipping service, prepaid label or collection method.

If we authorise the customer to arrange a return themselves, we may specify the maximum reasonable return shipping cost that we will reimburse, where permitted by applicable law.

Please retain proof of postage and tracking information until the return has been completed.

International Customs and Import Charges

Customers returning goods internationally should follow the customs and return instructions provided by us.

Where appropriate, returned shipments should be correctly identified as returned goods to help avoid unnecessary customs charges when the goods are returned to the United Kingdom.

Customs duties, import taxes, customs clearance fees or similar charges originally paid directly by the customer to a customs authority, postal operator, courier or other third party are not normally refundable by Big Build Technology because those amounts were not collected by us.

Customers may need to contact the relevant customs authority, postal operator or carrier regarding any refund that may be available for those charges.

Where duties or taxes were collected directly by Big Build Technology as part of the original transaction, any applicable refund will be handled in accordance with the relevant transaction, tax requirements and applicable law.

International Refunds

Where an international refund is approved or required by applicable consumer law, the refund will be issued to the original payment method used at checkout.

Where a product return is required, refund processing will normally begin after we have received and, where appropriate, inspected or tested the returned product.

Any refund will be processed within the timeframe required by applicable consumer law.

Bank, card issuer and payment-provider processing times may vary after a refund has been issued.

How to Report an International Problem

Please contact:

Big Build Technology Ltd
Trading as BigBuild Technology
Email: support@bigbuildtechnology.com

Please provide your order number and details of the issue.

For a reported faulty or damaged product, we may also request photographs, video, serial numbers or other reasonable information necessary to assess the problem.

Please do not return an international item until we have provided return instructions.

Third-Party International Orders

If an international order was purchased through a third-party marketplace such as Amazon or eBay, the return should be requested through the marketplace where the purchase was made and will be handled in accordance with the applicable marketplace procedures and any mandatory consumer rights.

Local Consumer Rights

Consumer laws and mandatory rights vary between countries and regions.

Nothing in this International Returns section is intended to exclude, restrict or limit any statutory or mandatory consumer right that cannot legally be excluded.

Where applicable consumer law provides rights or remedies that are more favourable to the customer than this policy, those mandatory rights will apply.