Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can do so from your account or contact us at huw@bigdogcoffeeco.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at huw@bigdogcoffeeco.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Returns & Cancellations — EU Right of Withdrawal
If you are based in the European Union, you have the right to withdraw from your order within 14 days of receiving the last item in your order, without giving any reason.
How to start a return or cancellation:
- Log in to your account at account.bigdogcoffeeco.com and go to your Orders to submit a request.
- If you checked out using a phone number only (without an email address), please use the returns link in your SMS order confirmation instead.
Returning items: Once you have notified us of your decision to withdraw, you have a further 14 days to return the item(s) to us. Return shipping costs are your responsibility unless otherwise stated.
Refunds: We will refund the cost of the item(s) plus the standard outbound shipping cost within 14 days of receiving the returned goods. Refunds are issued to your original payment method.
Exemptions: The right of withdrawal does not apply to certain types of items, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
