Our Commitment to Your Satisfaction
At Big Brand Store, we understand that creating your perfect outdoor sanctuary requires confidence in every purchase. While we strive to deliver premium quality garden furniture and accessories that exceed your expectations, we also want you to feel completely secure in your shopping decisions.
Return & Exchange Timeframe
We gladly accept returns and exchanges within 15 days from the date you receive your items. This gives you ample time to ensure your new outdoor furniture perfectly complements your garden space.
Conditions for Returns & Exchanges
To be eligible for a return or exchange, your item must be:
- In its original, unused condition
- In the original packaging with all tags attached
- Accompanied by the original receipt or proof of purchase
- Free from any damage, stains, or alterations
Non-Returnable Items
For health, safety, and hygiene reasons, the following items cannot be returned or exchanged:
- Garden Chemicals (due to regulatory restrictions)
- Opened Garden Maintenance & Essentials
- Used Gloves (hygiene reasons)
- Custom-made or personalized items
- Items marked as “final sale”
Step-by-Step Return Process
Step 1: Initiate Your Return Request
Contact our customer service team within 15 days of receiving your order using the template below.
Step 2: Receive Return Authorization
We will provide you with a Return Authorization Number and detailed instructions within 2 business days.
Step 3: Package Your Items
Carefully repackage the item in its original packaging, including all parts and documentation.
Step 4: Ship Your Return
Ship the package to our returns centre using a trackable shipping method. Please note that return shipping costs are the customer’s responsibility unless the return is due to our error.
Step 5: Processing & Refund
Once we receive and inspect your return, we will process your refund or exchange within 5-7 business days.
Return & Exchange Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email to: [email protected]
Email Content:
Dear Big Brand Store Customer Service Team,
I would like to request a [return/exchange] for my recent order.
Order Information:
Order Number: [Your Order Number] Order Date: [Date of Purchase] Product(s) to Return: [Product Name(s) and SKU if available]
Reason for Return/Exchange:
[Please specify: Wrong size, Changed mind, Defective item, etc.]
Preferred Resolution:
[ ] Refund to original payment method
[ ] Exchange for [Alternative Product Details] [ ] Store credit
I confirm that the item(s) are in original condition with all packaging and tags intact.
Contact Information:
Full Name: [Your Full Name] Email: [Your Email Address] Phone: [Your Phone Number]
Thank you for your assistance,
[Your Name]
Refund Timeline & Methods
Once your return is approved, refunds will be processed to your original payment method:
- Credit/Debit Cards (Visa, MasterCard, JCB): 7-10 business days
- PayPal: 3-5 business days
Please note that international bank transfers may take additional time depending on your financial institution.
Exchange Process
For exchanges, we will ship your replacement item once we receive and process your return. Standard shipping charges apply for the new shipment. If the exchange item is of higher value, we will contact you to arrange payment for the difference.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage and your order details. We will arrange for a replacement or return at no additional cost to you.
Need Assistance?
Our dedicated customer service team is here to help you create the outdoor space of your dreams. Contact us at:
Email: [email protected]
Address: Big Brand Store, 28 Kensington St, Brighton & Hove, GB CH1H 8IU
We typically respond within 1-2 business days and are committed to resolving any concerns promptly and professionally.
Thank you for choosing Big Brand Store to help create your perfect outdoor sanctuary. We appreciate your trust in us and are committed to ensuring your complete satisfaction with every purchase.