At Big Orange we are committed to selling quality products and we hope you will enjoy using them but we also know that, from time to time, you may choose to return something you’ve bought from us. Just a few simple steps are required.
Kindly contact us before any item is returned. Email is generally the quickest and simplest method for customers. You can email us at : email@example.com Alternatively you can telephone 01822 834705. Your return can then be dealt with quickly,efficiently and ensures that you have all the information you need prior to your return. Any questions you may have can be asked at the time you contact us. Complete the returns form below which gives guidance on the few key pieces of information required to enable us to identify your purchase and process a speedy refund for you. A returns number is only required for faulty or incorrect orders - see guidance below. Enclose this with your returning item/s.If you are unable to print the returns form please ensure a note is included with your package covering the information requested on the returns form.
Download Returns note click here.
Simply contact us within 7 days of receipt and ensure your goods are returned within 14 days. This period is extended ( as an exception) to 60 days from the date of purchase for items bought as Christmas gifts in November or December. Whenever possible please use our returns form which is there to help you and includes our return address. We cannot accept any returned items without prior notification. We can only refund if the item you return is unused, undamaged, all tags attached to the item and received by us in an ‘as new’ condition as originally posted to you. The item is yours until we take delivery and refund your payment. *Special guidance is provided below for the return of neoprene items - please read before packing your item for return.
When returning your item this should include the individual item packaging. If you choose to return an item you are responsible for the postage costs associated with your return. As you are responsible for the item/s whilst in transit, it is advisable to cover yourself against loss. Always retain your proof of posting until a refund has been processed. We aim to process all refunds within 48 hours of receipt and on the same day if possible. All refunds are processed to the original payment source.
If you would like an alternative size/colour /product etc simply return your unwanted item, as detailed above, for a refund and repurchase the item you require from our website or direct via our telephone sales line. This enables you to take advantage of our subsidised choice of postage rates at checkout including free delivery on orders over £50. Your order will also benefit from same day dispatch for weekday orders placed before 1pm.
Faulty or incorrect orders:
If you have received an item that is faulty or not what you ordered, we sincerely apologise and ask that you please contact us immediately on receipt, either by phone or email. We will promptly dispatch a replacement to you at our expense (stock permitting) or arrange a speedy refund to your original payment source. We will also arrange with you to recover the goods at our expense and your convenience. Please do not return any item that is faulty or not what you ordered, without contacting us first as we need to allocate a returns number to you for reference purposes. We will not cover any postage costs that have not been agreed or authorised by our returns department. The returns number provided should be recorded on your returning package.
* Please take care when folding and packaging neoprene items for return, especially wetsuits, as poorly packaged items can be easily creased or damaged in transit. To prevent deep creasing - wetsuits should never be folded in half length wise. All refunds are conditional on us receiving your returning item in new condition, as it was posted to you. For certain wetsuits we include specific cardboard tubing to preserve the shape of the wetsuit and prevent creasing.These should be used as they will help you when returning your wetsuit. We reserve the right to refuse a refund for items that are returned as new but are obviously used or without original tags attached to the item or not in their original condition. This does not affect your statutory rights.
It is essential, to protect your item, that you use appropriate, secure packaging when returning your goods. If you return an item that, when received at our office, shows signs of damage in transit, we reserve the right to refuse delivery and it will be returned to you by the delivering company.
Download Returns note click here.