Refund & Cancellation Policy

1. Cancellation before courier collection

A customer may generally cancel an order item before the relevant parcel has been collected from the vendor for fulfilment. We assess cancellation against the item or vendor parcel status, not only the overall order status.

The usual fulfilment path is: Order placed; Payment confirmed; Vendor preparing order; Ready for collection; Courier collected; In transit; Delivered. After courier collection, a request is not treated as an ordinary cancellation. Please use the return or refund process, subject to applicable consumer rights.

2. Multi-vendor and partial cancellations

Where technically possible, cancellation operates at vendor-item/parcel level. For example, if Vendor A's parcel has been collected but Vendor B's has not, Vendor B's item may still be cancelled without cancelling the rest of the order.

A cancellation may be unavailable if it would not be practical to stop a parcel already collected. We will show or explain the applicable status and route the request through returns where necessary.

3. When refunds are eligible

Refunds may be due for a valid pre-collection cancellation, an approved return, a vendor's inability to fulfil an item, an item that is damaged, incorrect, missing, defective or materially different from its listing, or another remedy required by law.

A refund can be full or partial. In a multi-vendor order, the refund is calculated for the affected item or vendor parcel, including any applicable delivery allocation, rather than automatically refunding unaffected items.

4. Processing and inspection

For a cancellation before collection, we begin refund processing after confirming the affected item was cancelled. For a returned item, processing usually begins after approval, collection and inspection, unless the circumstances justify a different resolution.

Refunds are sent to the original payment method where practicable. BIGBRANDS will process an approved refund without undue delay, but the time for a payment provider or bank to display it is outside our control and can vary.

5. Vendor, delivery and return issues

If a vendor cannot fulfil a confirmed item, BIGBRANDS will cancel the affected item and arrange the appropriate refund. If an item is missing, damaged, incorrect or does not arrive as expected, contact us with your order reference and reasonable supporting information.

If a return is rejected after inspection, we will give reasons and explain the next step. You may raise a complaint with us if you disagree; this does not affect any statutory remedy available to you.

6. Contact

For cancellation, refund, delivery-failure or chargeback-related support, contact or . Please contact us first where possible so we can investigate promptly.