Refund policy
Returns & Exchanges
Email cs@bigkitchen.com to start a return or exchange. You must have an RMA (Return Merchandise Authorization) number before you ship anything back.
Requesting an RMA
Requests must be made within 30 days of delivery. Please include:
- Order number and item number/SKU
- Your full name and phone number
- A description of the issue, with photos for short delivery, wrong item, damaged or defective claims
Return conditions
- Items must be new and in their original, undamaged manufacturer’s packaging, with all manuals, accessories and blank warranty cards. The only exception is when we instruct otherwise for a damaged or defective claim.
- Ship in an outer carton. Don’t put labels or stickers on the manufacturer’s packaging.
- Use an insured, tracked shipping service. We are not responsible for returns that are lost or damaged in transit when you arrange the shipping.
- All returns are inspected. An RMA does not guarantee a refund or replacement.
Who pays return shipping
| Reason | Return label | Restocking fee |
|---|---|---|
| Short delivery, wrong item, defective, or damaged on arrival | Prepaid by us | None |
| Change of mind or any other reason | Paid by you | 15% of the item price |
For change-of-mind returns, original shipping charges are non-refundable. If your order shipped free, we may also deduct the actual outbound shipping cost from your refund.
Damaged or defective items
- Report damage within 2 business days of delivery. Report defects within 30 days. Include photos in both cases.
- Keep all boxes, packaging, inserts and warranty cards.
- After inspection, we will refund or replace the item (subject to availability). Claims covered by a manufacturer’s warranty may be referred to the manufacturer.
Refunds
Refunds go to your original payment method once your return has been received and inspected. Your bank may take a few business days to post the credit.
Non-returnable items and exceptions
- Food and perishables can’t be returned.
- We may refuse used items returned for a change of mind, and send them back at your expense.
- Returns with missing or damaged contents or packaging (outside an approved claim) may be refused or charged extra fees.
- False defect claims may be refused and returned at your expense, and change-of-mind fees may apply.
- Refusing delivery is not a valid way to return an item. It may incur return shipping costs plus the 15% restocking fee.
- Products that use flammable liquids must be emptied of all fuel before you return them.
Contact
cs@bigkitchen.com · +1 (302) 572-5003 · Mon–Fri, 8:30 AM–4:30 PM ET
Big Kitchen®, 7901 4th St. N, #10326, St. Petersburg, FL 33702