Our Returns Policy

Changed your mind?

If you’ve changed your mind about accessories after you’ve received them, that’s no problem. Just return them to us in their original packaging and in perfect resaleable condition within 30 days of delivery of your order and we’ll refund the full value you paid at the time of your transaction, less a restocking fee of 10% or a minimum of £10, whichever’s greater. No delivery charges (including any premium delivery charges) will be refunded. You can return your products via Royal Mail or any other suitable courier. If you’re returning any ceramic item, please check that you have the appropriate insurance to cover for any possible breakages.

Items must be returned to:

Unit 2, Garrood Drive Ind Estate Fakenham Norfolk NR21 8NN

We’ll process the refund due to you as soon as possible. It'll never be more than 30 days after the day you let us know.

If you decide you want to return your EGG, we will refund the full value as per the price on www.biggreenegg.co.uk at the time of return, provided the EGG is unused and in a resalable condition, less a 5% re-stocking fee. You will be liable for the shipping fee, which is typically £50 (some locations have shipping surcharges, and if the strapping has been removed from the pallet there will be a re-strapping fee).

If your EGG arrives and you decide you’d like to swap it for a different size, we will waive the re-stocking fee. You must return the EGG within 14 days of it being delivered to you.

Please note that if you have paid for a White Glove Delivery, you are likely to have to pay for the service again to collect the items.

Contact us at [email protected] to arrange collection.

Products should be returned to us in a good, clean and saleable condition and in their original packaging. If the returned goods have not been looked after, and are not in the condition that they were in when delivered to you, we’ll get in touch to talk this through.

If you believe your product to be defective, or that you are entitled to a replacement under Warranty, please don’t return the item to us. Let us know by emailing [email protected], with some photos showing the problem, and a short description telling us what went wrong. We’ll get back to you as soon as we can.

We will usually process any refund due to you as soon as possible. We will refund the price of a defective Product in full, any applicable delivery charges plus any reasonable costs you incur in returning the item to us. Please note that ceramic EGG components (e.g. the Base, Dome, Firebox and Fire Ring) have a Lifetime Warranty (under normal use), metal components have a 5 Year Warranty, and all other ceramics carry a 3 Year Warranty. Everything else has a 1 Year Warranty. You can read more about the Warranty here.

If you purchased using a credit card we won’t refund the credit card charges we have incurred to process your payment.