Return & Refund Policy

ℹ️ This page contains the mandatory legal information to ensure 
the transparency and compliance of Bigtoysworld.com

Last updated: 11/16/2025

1. Right of withdrawal (EU customers)

In accordance with Article VI.47 of the Belgian Economic Law Code and European Directive 2011/83/EU, consumers located in the European Union have a period of 14 calendar days from receipt of their order to exercise their right of withdrawal, without having to provide justification.

The customer must notify their decision to withdraw within this 14-day period. The product must then be returned within a maximum of 14 days from this notification.

Important: This right does not automatically apply to customers residing outside the European Union. For orders outside the EU, Bigtoysworld.com may accept a voluntary return, evaluated on a case-by-case basis.

2. General return conditions

• The return is reported within 14 days following receipt.
• The product is returned within 14 days following the withdrawal notification.
• The product is complete: accessories, cables, propellers, stickers, manuals, and original packaging if possible.
• Proof of purchase (invoice or order email) is attached.

Opening the packaging does not remove the right of withdrawal. However, the customer’s responsibility is engaged in case of depreciation of the product resulting from handling other than those necessary to establish its nature, characteristics, and proper functioning.

2.1. Our guide for a respectful return

To ensure quick processing and optimal refund, we ask you to handle the product with the utmost care. The right of withdrawal allows you to inspect the product, but not to use it for recreational purposes.

A return will be considered compliant if:

• The product and its accessories show no scratches, no dents, and no dirt marks (soil, dust, grass).
• Consumables (stickers, etc.) have not been used.
• The original packaging is returned, even if opened, or failing that, an equivalent sturdy packaging.

Any failure to comply with these rules may result in a reduction of the refund value, corresponding to the loss of value of the product.

3. Depreciation – Product condition assessment

In case of return of a used, damaged, or incomplete product, Bigtoysworld.com will apply a proportional reduction of the refund. The evaluation is based on objective elements:

• Detailed photographs of the product upon receipt at our premises;
• Functional tests to detect wear or damage;
• Internal inspection report justifying the applied depreciation.

4. Products not eligible for return

According to article VI.53 CDE, the following goods cannot be returned:

• Customized, modified, or made-to-order products.
• Gift cards already activated.
• Lots or packs of which only part is returned.
• Digital content whose execution has begun with your prior consent (files, PDF guides, etc.).

5. Return procedure

1. Contact us at info@bigtoysworld.com to receive the return authorization.
2. Carefully pack the product. The original packaging is strongly recommended but not mandatory; use sturdy and appropriate packaging.
3. Include the invoice or delivery note.
4. Ship the package to the address provided by our customer service (do not return to the original shipping address).

The customer freely chooses the carrier and must keep proof of shipment.

6. Defective products or shipping errors

In case of defect, damage, or error on our part, we invite you to contact us if possible within 48 hours of receipt, to facilitate the processing of the case. This does not affect your legal rights regarding warranties.

We cover all return costs and offer an exchange or full refund, in accordance with applicable legal guarantees.

7. Return fees

• In case of withdrawal, the fees for the initial standard delivery are refunded with the product price. Any additional fees (express, special delivery) may not be refunded.
• The shipping costs for returning the product remain the customer's responsibility, unless the product is defective or delivered in error.

8. Refund timeframes

The refund is made via the same payment method used for the order, unless otherwise agreed, within a maximum of 14 calendar days after receipt and inspection of the return. We strive to process refunds within 7 to 10 business days.

9. Refund delays

• Check your bank transactions again.
• Contact your bank or card issuer (interbank delay possible).
• If no record of the refund appears after 14 days, please contact us.

10. Disputes and applicable law

We always favor an amicable settlement. In case of unresolved dispute:

• For customers of the European Union, the competent courts are those of your place of residence.
• For customers outside the EU, the courts of Liège (Belgium) will have jurisdiction.

You can also use the European online dispute resolution platform: https://ec.europa.eu/consumers/odr

11. Abusive returns and fraud

Bigtoysworld.com reserves the right to take measures in case of clear abuse of the right of withdrawal (repeated returns of used products, abusive payment disputes, etc.). These measures may include refusal of future sales or appropriate actions, based on documented evidence.

12. Contact

📧 Email : info@bigtoysworld.com
📍 The return address will be confirmed to you by email upon your request.