Refund policy
Big Heart Book Club - Refunds & Returns Policy
At Big Heart Book Club, we take pride in curating meaningful book experiences with love and care. As a small business, we aim to balance customer satisfaction with sustainable operations and we’re always here to help.
⏳ Return Window
We accept returns on eligible items within 14 days of delivery. If you change your mind or are not fully satisfied, please contact us first at stories@bigheartbookclub.com with your order number and reason for return.
🔁 What Can Be Returned
We accept returns on:
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Unused and unopened subscription boxes
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Unused, undamaged individual books or gift items purchased outside of a subscription
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Items returned in original packaging and resaleable condition
Returns must be initiated within 14 days and received back within 21 days of delivery.
🚫 What Can’t Be Returned
We’re unable to accept returns on:
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Opened or used subscription boxes
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Sale items or gift cards
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Custom or personalised products
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Items returned after the return window
💸 Refunds
Once we receive and inspect the returned item(s), we’ll process a refund to your original payment method within 10 business days.
Please note:
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Original shipping fees are non-refundable
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Return shipping costs are the responsibility of the customer (unless the item was damaged or incorrect)
Please email us within 7 days of receiving your order at stories@bigheartbookclub.com and we’ll do our best to make it right. If you do need to send something back in special circumstances we will send you a complimentary shipping label.
🤕 If Something Isn't Right
If your box arrives damaged, an item is missing, or something is incorrect, please contact us within 7 days of delivery. We’ll make it right, including sending replacements or issuing a full refund where appropriate. We may provide a prepaid return label for damaged or incorrect items.
💬 Let’s Chat
We’re a small but mighty team, and we truly care about your experience. If something doesn’t feel right, we’re always here to listen and help.
📩 Email: stories@bigheartbookclub.com
🌐 Web: www.bigheartbookclub.com