Return and Refund Policy
Returns
If you are unhappy with your purchase we offer refunds and exchanges.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return (RMA number).
All returns must be postmarked within 14 days of the date your RMA was authorised.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also a valid RMA number.
We DO NOT charge a restocking fee for returned goods.
Return Process
To start a return, you should contact us at info@bigrobots.co.uk instructing us that you wish to return your order.
If your return is accepted, we will generate you a Return Merchandise Authorisation (RMA) number and provide instructions on how and where to send your package. Items sent back to us without a RMA number will not be accepted.
Please note that returns will need to be sent to the following address:
Big Robots Rock
277 Willington Road
Kirton End
Boston
Lincolnshire
PE20 1NW
United Kingdom
If you have any questions about the returns process you can contact us by one of the following:
Email: info@bigrobots.co.uk
Phone: +447851101516
Our contact form: www.bigrobots.co.uk/pages/contact
Damages and issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Please Note
- Please ensure all goods are adequately packed to prevent damage. We will not be liable for damage caused in transit as a result of insufficient packaging and reserve the right to adjust the refund amount as appropriate if goods are returned in worse condition than when they were shipped out.
- We recommend returning the goods via an insured shipping method. We cannot be held responsible for loss or damage sustained during return shipping and it will be the responsibility of the customer to recover losses from their chosen carrier.
- Except in the case of damaged items or items received in error, you will be responsible for return shipping charges.
- We cannot accept returns for any model kits where building has begun. Please double check the contents of all runner bags before opening them as any damage or missing parts discovered after building has begun will be deemed to be the result of user error.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on final clearance items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. If for some reason you wish to exchange your item then please contact us and we will see how we can help you.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@bigrobots.co.uk and we will investigate the matter for you.
