Returns Policy

Without prejudice to the customer’s statutory rights, Big Finish Productions provides the following voluntary returns guarantee: All products from the Big Finish Productions Web Site can be returned within 30 days of receipt of the products to Big Finish Productions if the products are complete and are in unused and undamaged condition. 

Excluded items: The right to return an item does not apply to certain items unless these items are faulty or damaged on delivery, or mis described. These items are: CDs and DVDs : sealed audio or video recordings if unsealed by the customer after delivery. Such items may be restricted to an exchange for the same title to reduce the risk of unlicensed copying. Digital files: including but not limited to mp3, m4b and eBook formats which are not supplied on a tangible medium (e.g. on a CD or DVD) in the event BFP systems indicate that the digital assets have been accessed for download by the customer.  
Please note: For shrink-wrapped and/or sealed data media (for example CDs) we only take back the products in the unopened shrink wrap film or with an undamaged seal. This voluntary returns guarantee does not apply to digital products which are not supplied on a tangible medium (e.g. on a CD). 

Order Changes
If you accidentally order the wrong item, please Contact Us before 12pm on the day your item is due to be dispatched. We will endeavor to prevent your item being shipped where possible. If the item is already shipped, please contact [email protected].
 
Missed/Uncollected Deliveries
If an order is returned to us following failed delivery attempts, or because the time to collect the order from a postal office has elapsed, the customer is liable for any charges incurred to redeliver the order plus any ‘Return to Sender’ fees.
If the customer does not wish for the order to be redelivered, they will be refunded the purchase price of the items minus any ‘Return to Sender’ fees. We will not refund the original postage charge.

Returns Costs & Methods   
Big Finish Productions can provide you with a pre-paid returns label for UK returns, but you must include the order number in the postage reference when returning an item. 

For all orders with a value of over £50 purchased in the UK, Big Finish Productions offers a Free return using a pre-paid returns label (details below). If the value of the order you are returning is under £50 it is not eligible for a Free Return unless the product is damaged or faulty. In this case you can choose to send the item back to us using a carrier of your choice. If you decide to use a pre-paid return label, we’ll deduct the cost of the return from your refund. For returns from within the UK, the cost is £3.99. For International returns please contact [email protected]. Please note that returns that contain multiple items, or large items, may cost more. 

Exchanging an Item 
You will need to contact [email protected] within 14 days of receipt of the item and the returned item must reach us in an unopened, undamaged state within 30 days of receipt of the item. If the original item returns to Big Finish Productions outside of the 30-day return window, which begins on the day you receive the original item, you will be charged for both the original and replacement items. 

Upgrading an Item 
You will need to contact [email protected] within 30 days of receipt of your item/completion of your order if the product is digital. If you purchased a digital only version of a release and want to upgrade to the physical version, you will only be able to do so within 30 days of receipt and will be required to pay the difference in price plus any applicable postage. After this point, you will need to purchase the physical release as a new order at the current retail price.

Cancellation Rights 
You have the statutory right to cancel your order for any reason within 14 days beginning with the day you receive the item. Please note that this does not apply to a digital product if it has been downloaded by the customer. To exercise your cancellation right please contact [email protected].

Mistaken Returns 
Please ensure you enclose the correct and complete item when making a return. The correct item must be returned to receive a refund. If you have accidentally sent the wrong item to Big Finish Productions, please contact [email protected] as soon as possible.

Damaged Items 
If you receive a damaged item, contact [email protected] within 14 days of receipt of the item. Our team will then support you with the next steps.
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Refunds
 
Our refunds policy doesn't affect your statutory rights. Your refund and how your refund is issued may differ based on the condition of the item and how long you've had the item. 

Please Note: After the carrier receives your item, it can take up to two weeks for us to receive and process your return. We aim to process returns within 3-5 business days after the carrier delivers the item to our warehouse. When we complete processing your return, we issue a refund to the original payment method.
 
How Refunds Are Issued 
Most refunds are issued based on the payment method used at the time of purchase. In some cases, you may be offered a voucher code option.

Please Note: Your refund request will be processed within a maximum of 14 days of us receiving the return. The refund will be confirmed with an automated e-mail. You will see the refund in your bank account or credit card statement, within a maximum of 7 business days after the refund is issued. Big Finish Productions may determine that a refund can be issued without requiring a return.

Refund Method
 
Refund Time (After Refund Is Processed) 
•    Credit card - Three to five business days 
•    Debit card - Up to 10 business days 
•    Checking account - Up to 10 business days 
•    PayPal - Three to five business days 
•    Voucher Code - One to Two hours 
•    Google Pay - One to three business days

Late Refunds 
If your refund doesn't appear in your account, and the processing time for your payment method has passed, Contact [email protected].

Return Shipping Refund 
We'll offer you the option of returning the product using a pre-paid carrier label, or, if that's not possible and the cost of returning the item exceeds our standard delivery option, please contact [email protected] for advice on how to proceed. If Customer Service advise sending the item back at the buyers expense, BIG FINISH PRODUCTIONS will then arrange a refund for any reasonable additional postage costs upon on proof of the fees you incurred.

We'll refund your return costs on items that fall under the following sections. 
•    You received an incorrect item. 
•    You received a damaged item. 
•    You received a defective item. 
•    You received an item that does not match its description.