Returns and Refund Policy
The following Terms of Business shall apply unless otherwise agreed in writing by the seller, Bigmike Productions Limited (the company), and the purchaser (the customer).
All returns must be authorised in advance. To begin a return, please complete our Returns Form, after which you’ll be issued with an SOR (Sales Order Return) number. This number is valid for 14 days from the date of issue - goods returned outside this window may be refused.
We reserve the right to refuse delivery of goods that are returned without an SOR number.
Conditions for Returns
Goods for replacement, credit or exchange must be returned in their original product packaging, unmarked and in new condition, including all internal packaging, manuals, components, and accessories.
Returned goods that were correctly supplied will incur a 15% restocking fee.
Some manufacturers apply a higher restocking charge, which will be passed on in full.
Faulty Goods & Warranty Claims
Goods are supplied in accordance with the manufacturer’s warranty, which varies by brand.
Faulty items that are reported as “out-of-the-box” failures within 14 days of purchase may be eligible for replacement at our discretion.
All faulty returns will be tested by us and/or the manufacturer. If no fault is found, the goods may be returned to you and any carriage or administration fees charged by the manufacturer will be passed on in full.
Manufacturers may charge for inspection and engineering time if faults are deemed outside the warranty terms (e.g., misuse, fluid damage, accidental damage, etc.). Any such charges, including carriage, will be passed on to the customer in full.
Trade Customer Responsibilities
Customers with trade status are expected to provide first-line support to their end users, including initial fault diagnosis and confirmation.
In some cases, warranty coverage starts from the date the goods are sold to the end user. If this applies, a copy of your sales invoice to the end user (with product and serial number) must be provided.
All goods must be returned via the original trade customer we cannot accept returns directly from end users.
Refunds
Once returned goods have been inspected and approved, refunds will be issued to the original payment method or credited to your trade account, depending on your preference and account status.
Refunds are typically processed within 7–14 working days of receiving the returned items. Please note that goods returned for credit that were correctly supplied may be subject to a 15% restocking fee, or a higher charge if applied by the manufacturer.
Goods must be returned in resaleable condition - in their original packaging, unmarked, and complete with all accessories and documentation. Refunds cannot be issued for goods that do not meet these conditions unless a manufacturing fault has been confirmed.
Please note that customised, special-order or software-based items may not be eligible for a refund unless faulty.
Questions?
If you're unsure about anything in this policy or want to discuss a specific return or warranty query, contact our team on info@bigmikeproductions.com.
Visit our returns page to start a return
