RETURN AND REFUND POLICYEffective Date: December 22, 2026 | Websitewww.bigserpent.com
Company Information
Company Name: The Lead Empire L.L.C-FZ Registered Address: Meydan Grandstand, 6th floor, Meydan Road, Dubai, United Arab Emirates Telephone: +44 20 3807 7181 Emailinfo@bigserpent.comBusiness Type: Online Store / E-commerce Delivery Area: European Union and European Economic Area Order Processing Time: Orders are typically processed within 24 hours Average Delivery Time: 24–48 hours depending on destination Return Window: 30 Days
Business Description
The Lead Empire L.L.C-FZ operates an online retail platform offering practical consumer products and technology accessories designed to improve everyday life. Orders are processed quickly and delivered across Europe through trusted courier services. Customers may choose Cash on Delivery, allowing payment upon receipt of goods.
This Return and Refund Policy explains the conditions under which customers may return products and obtain refunds in accordance with Directive 2011/83/EU on Consumer Rights, applicable EU consumer protection legislation, and standard e-commerce practices.
1. Right of Withdrawal
In accordance with Directive 2011/83/EU, customers residing in the European Union and European Economic Area have the right to withdraw from their purchase without providing any reason within 30 calendar days from the date on which the customer or a third party designated by the customer takes physical possession of the goods.
To exercise the right of withdrawal, the customer must notify The Lead Empire L.L.C-FZ of their decision to withdraw from the contract by means of a clear written statement sent toinfo@bigserpent.combefore the withdrawal period expires. The customer may use the model withdrawal form provided in Section 15 of this policy, although its use is not mandatory.
2. Return Conditions
To be eligible for a return, the following conditions must be met
- The return request must be submitted within 30 calendar days of delivery.
- The product must be in its original condition, unused, unaltered, and free from damage caused by the customer.
- The product must be returned in its original packaging, including all accessories, manuals, and components supplied with the order.
- Proof of purchase (order confirmation or receipt) must be included with the return.
Products that show signs of use beyond what is necessary to assess their nature, characteristics, and functioning may be subject to a partial refund reflecting any diminished value of the goods.
3. Return Procedure
To initiate a return, customers must follow these steps
- Send an email toinfo@bigserpent.comwith the subject line “Return Request – Order #[your order number]”.
- Include in the email: full name, order number, date of purchase, the item(s) to be returned, and the reason for the return.
- Our customer support team will respond within 2 business days with return instructions and, where applicable, a return shipping label.
- Pack the item(s) securely and ship them to the address provided by our support team.
- Once the returned item is received and inspected, the customer will be notified of the approval or rejection of the refund.
Customers are advised to retain proof of postage until the refund has been confirmed.
4. Return Shipping Costs
If the return is due to a change of mind or the customer exercising their right of withdrawal, the cost of return shipping is borne by the customer, unless The Lead Empire L.L.C-FZ has expressly agreed to cover such costs.
If the return is due to a defective, damaged, or incorrect product, The Lead Empire L.L.C-FZ will cover the cost of return shipping in full. In such cases, a prepaid return label will be provided by our customer support team.
5. Refund Processing
Once the returned item has been received and inspected, The Lead Empire L.L.C-FZ will process the refund within 14 calendar days of receiving the returned goods, or within 14 days of the customer providing evidence of having sent the goods back, whichever is earlier.
Refunds will be issued using the same payment method used for the original transaction, unless the customer explicitly agrees to a different method. No fees will be charged to the customer as a result of the refund.
For Cash on Delivery orders, refunds will be issued via bank transfer. The customer must provide valid bank account details to our support team upon submitting the return request.
6. Cash on Delivery (COD) Orders
Customers who placed their order using the Cash on Delivery payment method are fully entitled to exercise their right of withdrawal and request a refund under the same conditions as any other payment method.
For COD returns, the refund will be processed via bank transfer within 14 calendar days of receiving the returned goods and the customer’s bank details. The Lead Empire L.L.C-FZ is not responsible for delays caused by incorrect or incomplete banking information provided by the customer.
7. Defective or Damaged Products
If a product arrives defective, damaged, or materially different from what was described on the website, the customer must notify The Lead Empire L.L.C-FZ within 30 calendar days of delivery by emailinginfo@bigserpent.comwith a description of the issue and photographic evidence where possible.
Upon verification, The Lead Empire L.L.C-FZ will offer, at the customer’s choice
- A full refund of the purchase price including any delivery charges paid
- A replacement product at no additional cost
- A repair, where applicable and feasible.
The legal guarantee of conformity under EU consumer law applies for a period of two years from delivery and is not affected by this policy.
8. Incorrect or Missing Items
If the customer receives an incorrect item or an item is missing from their order, they must contactinfo@bigserpent.comwithin 7 calendar days of receiving the delivery. The Lead Empire L.L.C-FZ will arrange for the correct item to be dispatched or issue a full refund, including any applicable delivery charges, at no cost to the customer.
9. Non-Returnable Products
Certain products are excluded from the right of withdrawal in accordance with Article 16 of Directive 2011/83/EU. These include
- Products that have been unsealed after delivery and cannot be returned for hygiene or health protection reasons
- Customised or personalised products made to the customer’s specifications
- Sealed audio, video recordings, or software products that have been unsealed by the customer
- Products that, by their nature, are inseparably mixed with other items after delivery.
Where a product falls into one of the above categories, this will be clearly indicated on the product page prior to purchase.
10. Partial Refunds
A partial refund may be granted in the following circumstances
- The returned product shows signs of use beyond what was necessary to inspect its nature and functioning
- Parts, accessories, or original packaging are missing from the return
- The product has been damaged by the customer after delivery.
In such cases, The Lead Empire L.L.C-FZ will notify the customer of the reduced refund amount before processing the payment.
11. Exchanges
The Lead Empire L.L.C-FZ offers product exchanges subject to availability. Customers wishing to exchange a product for a different size, colour, or model should contactinfo@bigserpent.comwithin 30 calendar days of delivery. Exchange requests are handled on a case-by-case basis. If the requested replacement product is unavailable, a full refund will be offered instead.
12. Cancellations
Customers may cancel their order free of charge provided the order has not yet been dispatched. To request a cancellation, customers must contactinfo@bigserpent.comas soon as possible after placing the order, quoting the order number.
If the order has already been dispatched at the time of the cancellation request, the customer must follow the standard return procedure upon receipt of the goods.
13. Legal Guarantee of Conformity
In addition to the contractual return policy described herein, all customers in the EU and EEA benefit from the statutory legal guarantee of conformity under applicable national legislation implementing Directive 2019/771/EU. Under this guarantee, The Lead Empire L.L.C-FZ is liable for any lack of conformity that becomes apparent within two years of delivery of the goods. Customers may request repair, replacement, a price reduction, or rescission of the contract under the conditions set out by applicable law.
This legal guarantee applies regardless of and in addition to any commercial guarantee or return policy offered by The Lead Empire L.L.C-FZ.
14. Abuse of Returns Policy
The Lead Empire L.L.C-FZ reserves the right to refuse returns or refunds where there is reasonable evidence of fraudulent activity, systematic abuse of the returns process, or deliberate misrepresentation of the reason for return. This includes, but is not limited to, returning items that were not purchased from our store or returning products that have been deliberately damaged by the customer after delivery.
Any suspected fraudulent activity may be reported to the relevant authorities.
15. Model Withdrawal Form
Customers who wish to withdraw from their purchase may use the following model form. Its use is optional; a plain written statement is equally valid.
To: The Lead Empire L.L.C-FZ, Meydan Grandstand, 6th floor, Meydan Road, Dubai, United Arab Emirates /info@bigserpent.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods
Ordered on (*) / received on (*)Name of consumer(s)Address of consumer(s)Order numberSignature of consumer(s) (only if this form is notified on paper)Date
(*) Delete as appropriate.
16. Contact for Returns and Refunds
For questions regarding returns, refunds or exchanges, customers may contact
The Lead Empire L.L.C-FZ Meydan Grandstand, 6th floor, Meydan Road, Dubai, United Arab Emirates Emailinfo@bigserpent.comTelephone: +44 20 3807 7181
Customer support will assist with return requests, refund inquiries and product issues.