Returns & Refunds Policy
We want you and your young scientists to be completely thrilled with your purchase. If you are not entirely satisfied with your order, we are here to help!
1. Changed Your Mind? (Standard Returns)
If you have changed your mind about your order, you have the right to return it within 14 days of receiving your items.
To be eligible for a return, the items must be completely unused and in exactly the same condition that you received them. They must also be in their original, unopened packaging:
Activity Books: Must be unwritten in, unbent, and uncreased.
Family Card Games: Must remain in their original, uncreased packaging, and the cards un-removed from the box.
Science Kits & Equipment Boxes: All internal components and wearables (like lab coats and goggles) must be unworn, unused, and in their original packaging.
Please note: For "change of mind" returns, the customer is responsible for covering the return shipping costs.
2. Damaged, Faulty, or Missing Items
We take great care in sourcing high-quality materials and packaging our products securely. However, if your box has been badly damaged in transit, or if a component is faulty or missing, please let us know immediately!
If an item arrives damaged or faulty, you have 30 days to contact us for a full refund or a replacement. We will, of course, cover the cost of return postage for any damaged or faulty goods.
3. How to Start a Return
To initiate a return, please email us at contact@thebigscienceproject.co.uk with:
Your order number.
The item(s) you wish to return.
The reason for the return (if the item arrived damaged, please attach a clear photo of the damage so we can take it up with our courier).
We will reply promptly with instructions and the return shipping address. We highly recommend using a trackable shipping service or obtaining proof of postage, as we cannot issue a refund for items lost in the post.
4. Processing Your Refund
Once we receive and inspect your returned item, we will send you an email to confirm it has arrived safely. If the item meets our return conditions, we will process your refund to your original payment method within 5-7 business days. Please note that original shipping charges are non-refundable unless the item was faulty.