At Big Box Clearance, we aim to provide clear and fair terms in accordance with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and all other applicable UK consumer protection laws.
By placing an order with us, you agree to the terms outlined in this Return & Refund Policy.
1. Our Products
We sell:
Mystery Boxes – Sealed boxes containing randomly selected items where the contents are intentionally undisclosed before purchase.
Retail Return Goods – Products sourced from customer returns, overstock, liquidation, ex-display stock, or surplus inventory. These items may be new, opened, used, incomplete, refurbished, or have damaged packaging unless otherwise stated.
Each product listing will clearly describe the condition of the goods where applicable.
2. Your Consumer Rights
Nothing in this policy limits or excludes your statutory rights under UK consumer law.
Under the Consumer Rights Act 2015, goods must be:
As described;
Of satisfactory quality (taking into account any description and price);
Fit for their intended purpose where applicable.
If goods fail to meet these standards, you may have legal rights to a repair, replacement, price reduction or refund depending on the circumstances.
3. Mystery Box Purchases
Because mystery boxes are sold on the basis that the contents are intentionally unknown before purchase:
We cannot accept returns simply because you do not like, want, or already own the items received.
Randomness and surprise form part of the product purchased.
Variations in contents, brands, colours, values, or product types do not constitute faults.
However, your legal rights remain fully protected.
If:
the box contains damaged goods;
the goods are materially different from the advertised description;
the box contains significantly fewer items than advertised;
or the goods are faulty beyond what was disclosed,
you may be entitled to a remedy under the Consumer Rights Act.
4. Retail Returns & Liquidation Goods
Retail return goods are sold with the condition stated in the product listing.
These items may include:
customer returns;
opened products;
damaged packaging;
incomplete accessories;
cosmetic wear;
repaired or refurbished items;
products with unknown functionality where clearly stated.
Where defects or missing parts are disclosed before purchase, these do not constitute faults after purchase.
However, if an item is materially different from its description or has undisclosed faults, you remain entitled to your statutory rights.
5. Right to Cancel (Online Orders)
If you purchase online, you generally have the legal right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations.
To exercise your cancellation right:
Notify us within 14 days of delivery.
Return the goods within 14 days of informing us.
Provided the goods are returned in accordance with the Regulations, we will refund:
the purchase price; and
the standard outbound delivery charge (where required by law).
You are responsible for the cost of returning unwanted goods unless we have agreed otherwise.
6. Exceptions to the Right to Cancel
The statutory right to cancel may not apply where goods have been:
personalised or customised;
sealed for health or hygiene reasons and opened after delivery;
mixed inseparably with other items after delivery;
otherwise exempt under applicable consumer legislation.
Where a mystery box has been opened solely to discover its contents, this does not automatically remove statutory cancellation rights. However, if the value of the goods has been diminished through unnecessary handling beyond what would be permitted in a shop, we may make a lawful deduction from your refund where permitted by law.
7. Faulty, Damaged or Incorrect Items
If your order arrives:
damaged;
faulty;
incomplete (where not disclosed);
or incorrect,
please contact us as soon as reasonably possible and ideally within 30 days of delivery.
Please provide:
your order number;
photographs of the item;
photographs of any packaging where relevant;
a description of the issue.
Where appropriate, we may request the goods be returned for inspection before issuing a remedy.
Depending on the circumstances, we may offer:
repair;
replacement;
partial refund;
full refund;
in accordance with your legal rights.
8. 30-Day Right to Reject
Where goods are faulty and do not conform to contract, consumers may have the right to reject the goods within 30 days under the Consumer Rights Act 2015 and receive a full refund.
This does not apply where:
the issue was clearly disclosed before purchase;
damage has occurred after delivery;
misuse has caused the fault.
9. Returns Process
To request a return, please contact:
Email: admin@bigboxclearance.com
Please include:
Order number
Full name
Description of issue
Photographs (where applicable)
Returns should not be sent until return instructions have been provided.
10. Refund Times
Once returned goods have been received (or evidence of return has been provided where legally required), refunds will normally be processed within 14 days.
Refunds will be made using the original payment method unless otherwise agreed.
11. Return Shipping Costs
If you are returning goods because:
you changed your mind,
you are responsible for return postage unless we state otherwise.
If goods are:
faulty;
incorrectly supplied;
materially different from their description;
we will reimburse reasonable return postage costs where applicable.
12. Proof of Delivery
For higher-value returns, we recommend using a tracked delivery service.
We are not responsible for returns lost in transit unless we arranged the collection.
13. Non-Returnable Items
Unless faulty or not as described, we cannot accept returns for:
gift cards;
personalised goods;
perishable products;
items exempt under consumer legislation.
14. Chargebacks
If you experience an issue with your order, we encourage you to contact us first so we can resolve the matter quickly.
Nothing in this policy affects your legal rights to pursue alternative remedies where appropriate.
15. Fraud Prevention
To protect our customers and business, we reserve the right to:
inspect returned goods;
verify claims;
request photographic evidence;
refuse refunds where there is evidence of abuse, fraud, item substitution, or false claims, without affecting legitimate statutory rights.
16. Contact Us
If you have any questions regarding this policy or wish to request a return, please contact:
Big Box Clearance
Email: admin@bigboxclearance.com
Address: Unit 3B, Gatefield Works, Whitelands Road, OL6 6UG, Ashton-Under-Lyne
Your Legal Rights
This Return & Refund Policy is intended to complement, not replace, your rights under UK consumer law. Nothing within this policy limits or excludes any rights you have under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable legislation.