Refund policy

We want you to love your purchase. Please read the following carefully, as we have a strict no change-of-mind returns policy.

Cancellations

  • Orders may be cancelled within 24 hours of purchase, provided they have not yet shipped.

  • Once an order has been dispatched, it cannot be cancelled.

Eligibility for Returns

  • Returns are only accepted in cases of faulty, damaged, or incorrect items.

  • Items must be reported within 7 days of delivery.

  • Proof of purchase (order confirmation or receipt) is required.

  • Pre-order items are subject to the same conditions once delivered.

Non-Returnable Items

We do not accept returns or exchanges for:

  • Change of mind or buyer’s remorse

  • Incorrect size or personal preference

  • Final sale or clearance items

  • Gift cards

  • Items marked “non-returnable” on the product page

How to Request a Return

If you believe your item is faulty, damaged, or incorrect:

  1. Contact us at hello@bighani.com.au within 7 days of delivery.

  2. Include your order number, clear photos of the item, and a description of the issue.

  3. Our team will review your request and respond with next steps.

  4. If approved, we will provide you with the return shipping address and instructions.

Refunds

  • Refunds are only issued for items deemed faulty, damaged, or incorrect after inspection.

  • Refunds will be processed to the original payment method.

  • Shipping fees are non-refundable, except where the item is confirmed faulty or incorrect.

  • Please allow 5–10 business days for refunds to appear in your account.

Exchanges

  • We do not offer exchanges.

  • If an item is faulty, damaged, or incorrect, you may request a replacement or refund.

Return Shipping Costs

  • For faulty or incorrect items, we will cover reasonable return shipping costs.

  • We recommend using a tracked service, as we cannot be held responsible for returns lost in transit.

Faulty or Incorrect Items

If you receive an item that is damaged, faulty, or not what you ordered:

  • Contact us within 7 days of delivery with your order number and photos.

  • We will arrange a replacement, store credit, or full refund including original shipping costs.

Additional Legal Terms

  • No Change of Mind: Returns for change of mind, personal preference, or incorrect size are strictly not accepted.

  • Returned to Sender Parcels: If an order is returned due to incorrect address, refusal to pay customs charges, or failure to collect, shipping fees are non-refundable. Reshipment may be arranged at the customer’s expense.

  • Processing Time: During peak sales or holidays, return and refund processing may take up to 10 business days.

  • Limitation of Liability: To the maximum extent permitted by law, our liability for any purchase shall be limited to the cost of the product purchased.