Refund policy

We have a 14-day return policy, which means you have 14 days from receiving your item to request a return.

To be eligible for a return, the item must be in the same condition that you received it, unused, with tags attached, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at karol@bigbraintrust.org. Please note that returns must be sent to the following address: 

US returns: 217 Wrangler Drive, Coppell, Texas 75019.
Canada returns:  Unit 3, 3500 Laird Rd, Mississauga, ON L5L 5Y4, Canada.
European Union returns:  Lidostas Parks, Marupes novads, Latvia LV-2167.
UK returns:  Antar 2, 1 Headway Road, Wolverhampton, WV10 6PZ.

If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

If you have any questions about returns, you can always contact us at karol@bigbraintrust.org.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, such as perishable goods (like food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about a specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have and make a separate purchase for the new item once your return is accepted.

14-day cooling-off period in the European Union
Notwithstanding the above, if the item is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As stated above, your item must be in the same condition that you received it, unused, with tags attached, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return and let you know whether the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at karol@bigbraintrust.org.