Returns & Refunds Policy

Last updated: 14 September 2026

Dear customer,

We hope you are happy with your order. If you would like to return an item, this policy explains Bigroon’s voluntary 60-day return period as well as the statutory rights that may apply to you.

This policy applies to direct consumer purchases made through www.bigroon.com. Bigroon is operated by OosterHard Commerce, trading as Bigroon, Torenlaan 5B, 1402 AT Bussum, the Netherlands. You can contact us at info@bigroon.com.

1. Bigroon’s 60-day voluntary return policy

You may request a return within 60 days of the date of purchase without giving a reason. This voluntary return period is offered in addition to, and never replaces or restricts, any mandatory statutory consumer rights that apply to you.

For a return made under the voluntary 60-day policy after any statutory cooling-off period has ended, the item should be complete, clean, free from damage caused by misuse, careless handling or abnormal use, and in a condition that is reasonably suitable for return. Please include the original packaging where reasonably possible, together with accessories and any promotional gift that formed part of the returned purchase.

We may refuse or reduce a refund under the voluntary 60-day policy if these voluntary return conditions are not met. This does not affect rights you may have for faulty, damaged, misdescribed or otherwise non-conforming goods.

2. Statutory right of withdrawal for online purchases

If you are a consumer in the European Union, European Economic Area or United Kingdom and the statutory right of withdrawal or cancellation applies to your purchase, you generally have 14 days from receipt of the goods to tell us that you wish to cancel the purchase without giving a reason.

You can exercise this right through our Returns Centre or by sending an unambiguous statement to info@bigroon.com. Use of the Returns Centre is not mandatory for exercising a statutory right if the law allows you to notify us in another way.

After notifying us, you must return the goods within the period required by applicable law, normally no later than 14 days. During the statutory cooling-off period you may inspect and handle the product only to the extent reasonably necessary to establish its nature, characteristics and functioning, similar to what would normally be possible in a shop. Where the law permits, we may deduct an amount for diminished value caused by handling beyond that level.

Statutory withdrawal rights may not apply to certain categories expressly excluded by law, such as genuinely personalised goods, perishable goods, or certain sealed goods that are not suitable for return for health-protection or hygiene reasons once the seal has been broken. Any exception is applied only where the law permits it.

3. Return shipping costs

For a change-of-mind return, including a statutory withdrawal where permitted, the direct cost of returning the goods is normally your responsibility if we informed you of this before purchase, unless Bigroon has expressly agreed to bear that cost.

If an item is faulty, damaged on arrival, incorrectly supplied or otherwise does not conform to the contract, Bigroon will bear the reasonable return costs where required by applicable law. We may provide a prepaid return label or other return instructions.

We recommend using a trackable shipping method and keeping proof of shipment until the return has been completed. If we provide a return label or nominated carrier, please follow the instructions supplied. Responsibility for loss or damage during a return shipment is determined by applicable law and by the return method used; this policy does not impose liability on you beyond what the law permits.

4. Faulty, damaged, incorrect or non-conforming goods

Your statutory rights for faulty, damaged, incorrect, misdescribed or otherwise non-conforming goods are separate from the voluntary 60-day return policy and are not limited by it. Please contact us as soon as reasonably possible through the Returns Centre or at info@bigroon.com and describe the issue. Photographs may help us resolve the matter more quickly, but we will not impose evidence requirements that unlawfully restrict your consumer rights.

Depending on the applicable law and circumstances, remedies may include repair, replacement, a price reduction or a refund. A voluntary Bigroon guarantee or manufacturer’s warranty does not reduce mandatory statutory rights.

5. Country-specific statutory information

Netherlands: statutory conformity does not have one fixed general guarantee period. A product must have the qualities and useful life a consumer may reasonably expect, taking into account the type of product, information provided and normal use.

Belgium: for new consumer goods, the statutory conformity guarantee generally applies for 2 years, alongside the 14-day withdrawal right for eligible distance purchases.

Germany and Austria: statutory rights for defects or lack of conformity for new consumer goods generally apply for 2 years, alongside the 14-day withdrawal right for eligible distance purchases.

France: the legal guarantee of conformity for eligible consumer goods generally applies for 2 years from delivery, alongside the 14-day withdrawal right for eligible distance purchases.

United Kingdom: goods must be of satisfactory quality, fit for purpose and as described. Where the legal conditions are met, consumers generally have a short-term right to reject faulty goods within 30 days. After that period, statutory remedies may include repair or replacement and, where applicable, a price reduction or final right to reject. Online customers also generally have 14 days after receipt to notify the seller that they wish to cancel an eligible distance purchase and a further 14 days to return it.

If mandatory law in your country grants you stronger rights than described above, those mandatory rights prevail.

6. Refunds

For an eligible statutory withdrawal in the EU or EEA, we will reimburse the payments due under the law, including the cost of the least expensive standard delivery method offered for the original order, within 14 days after being informed of the withdrawal. Where the law permits, we may withhold reimbursement until we have received the goods back or you have provided evidence that you sent them back, whichever occurs first.

For eligible UK distance cancellations, we will make the statutory refund within the period required by UK law, generally within 14 days after receiving the returned goods. The refund includes the cost of standard outbound delivery where required; any extra amount paid for a more expensive delivery method does not have to be refunded beyond the standard-delivery amount.

For approved returns made under Bigroon’s voluntary 60-day policy, we aim to initiate the refund within 5 business days after the returned goods have been received and assessed. Refunds are normally made to the original payment method. After we initiate the refund, your bank or payment provider may take up to approximately 5 business days, or another period determined by that provider, to display the funds.

If a statutory rule requires an earlier refund or a different method, that rule prevails.

7. Return condition and promotional gifts

For statutory withdrawal returns, the absence of original packaging does not by itself remove a statutory right where the law says otherwise. However, you are responsible for any lawful reduction in value caused by handling beyond what is necessary to inspect the product.

For the voluntary 60-day return period beyond the statutory cooling-off period, items should be returned complete and in the condition described in section 1. If a free promotional gift was supplied only because the returned order qualified for a promotion, the gift should also be returned when the qualifying purchase is returned under the voluntary policy. Mandatory statutory rights remain unaffected.

8. How to request and send a return

1. Submit a return request through our Returns Centre. If you are exercising a statutory withdrawal right, you may alternatively send a clear statement to info@bigroon.com.
2. In the Returns Centre, enter your email address and verify it using the code sent to that address.
3. Our customer service team will send you the applicable return instructions, return form and return address by email. If Bigroon is responsible for the return cost, we will also explain the applicable return method or provide a label where appropriate.
4. Pack the item carefully, including relevant accessories and any promotional gift that must be returned. Do not send a return to our registered office unless our return instructions specifically tell you to do so.
5. Send the parcel within the applicable return period. For a statutory withdrawal this is normally no later than 14 days after you notified us of the withdrawal.
6. Keep your proof of shipment and tracking information until your return has been completed.
7. We will confirm receipt and assess the return.
8. Once the refund is approved, we will initiate it in accordance with section 6 and any mandatory statutory deadline.

9. Contact

Questions about returns, refunds or your statutory rights can be sent to:

OosterHard Commerce, trading as Bigroon
Torenlaan 5B
1402 AT Bussum
The Netherlands
Email: info@bigroon.com
Chamber of Commerce (KvK): 97065749
VAT identification number: NL005246621B84