Refund policy
At Big Friendly Cost Distribution, we want our customers to have a positive shopping experience. If you are not completely satisfied with your purchase, we are here to help in accordance with UK consumer protection laws.
This policy explains your rights and the process for requesting returns, exchanges, and refunds.
Returns
Customers may request a return within 30 days of receiving their order, unless the item is excluded from returns under applicable law.
To be eligible for a return:
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The item must be unused and in its original condition.
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The item must include original packaging, labels, and accessories where applicable.
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Proof of purchase or order details must be provided.
To start a return, please contact us:
Email: bigfriendlycostdistribution@gmail.com
Phone: +44 7479 452750
Please do not send items back before receiving return instructions from our customer service team.
Return Shipping
Unless an item is faulty, damaged, or incorrectly supplied, customers are responsible for return delivery costs.
We recommend using a tracked delivery service when returning items, as we cannot be responsible for items lost during return shipping.
If the return is approved due to:
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A faulty product.
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Damage caused before delivery.
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An incorrect item being sent.
We will review the issue and provide an appropriate solution, which may include a replacement, repair, or refund.
Refunds
Once we receive and inspect your returned item, we will notify you of the outcome.
If your refund is approved:
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The refund will be processed to your original payment method.
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Refund processing times may vary depending on your payment provider.
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Refunds will normally be completed within a reasonable timeframe after approval.
Original delivery charges may be refunded where required by UK consumer law.
Faulty, Damaged, or Incorrect Items
If you receive a faulty, damaged, or incorrect product, please contact us as soon as possible.
Please provide:
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Your order number.
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A description of the problem.
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Photographs of the item and packaging where relevant.
We will investigate and work with you to resolve the issue.
Order Cancellation Rights
Under UK consumer regulations, customers may have the right to cancel an order within 14 days of receiving goods and return the items within a further 14 days, subject to legal exceptions.
To cancel an order, please contact us using the details below.
Certain products may not be eligible for cancellation or return where permitted by law, including:
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Personalised or customised items.
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Perishable goods.
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Sealed products that cannot be returned for health or hygiene reasons once opened.
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Items that have been used or damaged after delivery.
Exchanges
If you would like to exchange an item, please contact us with your order details.
Exchanges are subject to product availability. If the replacement item is unavailable, we may offer a refund or alternative solution.
Contact Us
For questions about returns, refunds, or cancellations, please contact:
Big Friendly Cost Distribution
Unit 17 Forest Business Park
Argall Avenue
London
E10 7FB
United Kingdom
Phone: +44 7479 452750
Email: bigfriendlycostdistribution@gmail.com
