{"id":20,"date":"2026-09-25T10:20:04","date_gmt":"2026-09-25T08:20:04","guid":{"rendered":"https:\/\/bigpuffclub.com\/returns-refunds\/"},"modified":"2026-10-17T20:30:22","modified_gmt":"2026-10-17T18:30:22","slug":"returns-refunds","status":"publish","type":"page","link":"https:\/\/bigpuffclub.com\/en\/returns-refunds\/","title":{"rendered":"Returns and claims"},"content":{"rendered":"

There are three different situations here and they work differently: refusing the parcel at the door, changing your mind after it arrives, and a product that is faulty. This page covers all three.<\/p>

Refusing a Cash on Delivery parcel<\/h2>

If you refuse a Cash on Delivery parcel at the door, you pay nothing and the parcel travels back to us \u2014 there is no charge to you and nothing to claim back, because no money changed hands.<\/p>

Tell us that you refused it and why, so we can send a replacement or close the order rather than simply receiving an unexplained parcel back.<\/p>

Changing your mind<\/h2>

Consumers in the EU may withdraw from a distance purchase within 14 days of receiving the goods, without giving a reason. The right of withdrawal<\/a> page sets out the period, how to give notice and the model form.<\/p>

One limit matters here more than anywhere else: sealed goods that are unsuitable for return for health or hygiene reasons cannot be sent back once the seal is broken. Every product in this shop is sealed, so an opened product cannot be returned for a change of mind. A sealed, unopened product can.<\/p>

Faulty or wrong items<\/h2>

If a product does not work, arrives damaged, or is not what you ordered, write to us with your order number, what is wrong, and a photograph if the problem can be seen. Photographs settle most claims in one message rather than three.<\/p>

We repair, replace or refund, and we pay the return cost when the fault is ours. Your statutory guarantee rights apply in addition to anything stated on this page and are not limited to 14 days. The hygiene rule above does not apply to a faulty product \u2014 it limits changing your mind, not your right to a product that works.<\/p>

How a refund reaches you<\/h2>

Refunds are paid within 14 days of accepting the claim. For cash on delivery and payment in advance, we transfer the refund to a bank account in your name. For a cryptocurrency payment, we agree the refund route with you in writing before anything is sent.<\/p>

Sending something back<\/h2>

Ask us before you send anything back. We give you the return address for your order and note the return against your order number, so the parcel arrives somewhere that is expecting it. A parcel sent back unannounced can take weeks to match to an order, and one sent to the wrong address may not reach us at all.<\/p>

Every one of these starts the same way: message us<\/a> with your order number to hand.<\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-20","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/bigpuffclub.com\/en\/wp-json\/wp\/v2\/pages\/20","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bigpuffclub.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/bigpuffclub.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/bigpuffclub.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/bigpuffclub.com\/en\/wp-json\/wp\/v2\/comments?post=20"}],"version-history":[{"count":5,"href":"https:\/\/bigpuffclub.com\/en\/wp-json\/wp\/v2\/pages\/20\/revisions"}],"predecessor-version":[{"id":609,"href":"https:\/\/bigpuffclub.com\/en\/wp-json\/wp\/v2\/pages\/20\/revisions\/609"}],"wp:attachment":[{"href":"https:\/\/bigpuffclub.com\/en\/wp-json\/wp\/v2\/media?parent=20"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}