Refund policy

We hope that you love your purchase from us, but we have a returns policy in place if you don't.

Online & Mail Order Sales

In line with the Consumer Contracts Regulations 2014 , you are allowed to return an item if you change your mind. You have the right to cancel at any time during the sales process from the moment you place your online order up to 14 days from the day you receive the goods. You then have 14 days to return the goods to obtain the refund.

You'll need to arrange and pay for postage back to us, and we can't refund the original cost of shipping in this case.

Please contact us at howdy@bignathsbbq.co.uk to start the refund process so we know to expect your item back. 

Faulty Items

If the item is faulty, under the Consumer Rights Act 2015, you have the right to a full refund if the goods are of unsatisfactory quality, unfit for purpose or not as described. This right is limited to 30 days from day you received the goods. 

Please contact us at howdy@bignathsbbq.co.uk to discuss the issue first. We wouldn't send any products we aren't happy with, so we are keen to understand what happened and prevent further incidents. Any information, images or details you can provide really helps us ensure we take the right action. For example, we may need to follow up with our courier if we believe the item was damaged in transit to you, or speak with a supplier if a batch appears to be faulty. 

We can then arrange to refund the item or send you a replacement or alternative item. If the item needs to be returned, we will arrange for the collection of the goods. 

Instore Sales

If you buy from us in person, we will happily refund the price of all goods (excluding: sale items, special orders or custom or tailor made goods) within 14 days with proof of purchase. After 14 days the goods can be exchanged for other goods of an equivalent value or for a credit note to be used at a later date. We reserve the right to deduct a restocking charge. Cost of carriage in returning goods is not refundable.