Refund policy

Returns & Refunds Policy

Logicraft (a trading name of Bigheart Products Ltd) · Last updated: 29 May 2026 · Version 02 (DRAFT)

DRAFT v02 — prepared by in-house Legal Counsel (AI) for Sunita's review. Not yet reviewed by a qualified solicitor. This is a working draft, not formal legal advice. Confirm the highlighted decisions and placeholders before publishing.

1. Overview

We want you to be happy with your purchase. This policy explains your right to change your mind, your rights if something is wrong with your order, and how to make a return. Nothing in this policy affects your statutory rights.

2. Your right to change your mind (cancellation)

Under the Consumer Contracts Regulations 2013 you have a legal right to cancel your order within 14 days of the day after you receive the goods, without giving a reason. We extend this and give you 30 days from delivery to change your mind.

To cancel, just tell us within the window — see 'How to make a return' below. You can use the model cancellation wording in section 7 if you wish, but you do not have to.

  • You then have 14 days from telling us to send the goods back.
  • Goods should be returned in an unused, resaleable condition with any packaging. You are entitled to inspect the goods as you would in a shop; if their value is reduced because of handling beyond that, we may make a proportionate deduction from your refund.
  • Returns are free: we will provide you with a prepaid return label, so you are not out of pocket for returning the goods to us.

3. Refunds for change-of-mind returns

We will refund you within 14 days of receiving the goods back (or, if earlier, within 14 days of you giving us proof that you have sent them). Your refund will include the original standard delivery cost. If you chose a more expensive delivery option (Expedited), we refund only the cost of our standard (basic) delivery. Refunds are made to your original payment method.

4. Faulty, damaged or incorrect items

If an item is faulty, damaged on arrival, or not as described, you have separate rights under the Consumer Rights Act 2015. These apply in addition to the change-of-mind right above:

  • Within 30 days of receiving the goods, you can reject them and get a full refund.
  • After 30 days (and normally within the first six months), you can ask us to repair or replace the item; if that is not possible or does not resolve the problem, you are entitled to a refund.
  • For faulty, damaged or incorrect items we cover the cost of return and of redelivery — you will not be out of pocket.

Please contact us at bigheartproductsltd@gmail.com with your order number and (for damage or a fault) a photo, and we will sort it out promptly.

5. How to make a return

Because our orders are fulfilled by Amazon, please follow these steps so your return can be received and processed correctly:

  • Contact us at bigheartproductsltd@gmail.com with your order number and the reason for your return.
  • We will send you a return authorisation, a prepaid return label and a returns slip, together with instructions.
  • Pack the item securely (with the returns slip inside the parcel), attach the prepaid label and send it back. Please keep your proof of postage.
  • Once the return is received and checked, we will process your refund or replacement as set out above.

Please do not send items back without contacting us first — returns sent without an authorisation slip may not be able to be processed.

6. Items that can't be returned for change of mind

The statutory change-of-mind right does not apply to certain goods, including items that are made to order or personalised, and sealed goods that are not suitable for return for health or hygiene reasons once unsealed. This does not affect your rights if an item is faulty or not as described.

7. Model cancellation form (optional)

To Bigheart Products Ltd, bigheartproductsltd@gmail.com: I/We hereby give notice that I/We cancel my/our contract of sale of the following goods [describe], ordered on [date] / received on [date]. Name of consumer(s): … Address: … Date: …

8. Cancelling before dispatch

If you change your mind before your order is dispatched, contact us as soon as possible and we will try to stop it and give you a full refund.

9. Your statutory rights and complaints

Nothing in this policy affects your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. If you are not satisfied with how we handle a complaint, you may be able to use an Alternative Dispute Resolution (ADR) scheme; contact us for details.

10. Contact us

Bigheart Products Ltd (trading as Logicraft) · Registered office: 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom · VAT GB 502287906 · Email: bigheartproductsltd@gmail.com.

Relevant law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (reg. 27–38); Consumer Rights Act 2015 (Part 1, Chapter 2).