Refund policy

Returns & Exchanges

We accept returns for exchange or refund within 30 days of the shipping date. If 30 days have passed, we are unable to offer a refund or exchange.

Returns for change of mind are available on full-priced items only. Sale items cannot be returned for change of mind.

To be eligible, items must be unused, in original condition and returned with original packaging. Proof of purchase is required.

To arrange a return, contact us at customercare@bigbitestudios.com.au with your order number and reason for return. We will provide return instructions and postal details.

Return Costs

Customers are responsible for return shipping costs.

For domestic Australian returns, we can issue a return label for you. A flat rate of $10 will be deducted from your refund once processed. Returns sent using our issued label are covered under our shipping insurance.

If you choose to arrange your own return shipping, you are responsible for the full cost and risk of the return. If you are returning an item valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items sent independently.

For international orders, please choose carefully as you are responsible for the full cost of return shipping. Original shipping charges are non-refundable.

Refunds

Once your return is received and inspected, we will notify you via email. If approved, your refund will be processed to your original payment method within a reasonable number of days.

If you have not received your refund, first check your bank account, then contact your credit card provider or bank, as processing times can vary. If issues persist, contact us at customercare@bigbitestudios.com.au

Sale items are not eligible for refund unless deemed faulty.

Exchanges

We only replace items if they are defective or damaged. If you require an exchange for the same item, contact customercare@bigbitestudios.com.au

Faulty Items

We take care to ensure all items leave our studio in good condition. If you receive an item that is faulty or defective, contact customercare@bigbitestudios.com.au with your order number, details of the issue and supporting images where possible.

Once assessed, if the item is deemed faulty, we will offer a repair, replacement or refund as appropriate. Where a product is confirmed to be faulty, we will cover the cost of return shipping.

Faulty items are assessed and handled in line with Australian Consumer Law.

Please allow several business days for faulty items to be reviewed once received. Approved refunds will be processed to the original method of payment and may take additional time to appear in your account depending on your bank or provider.

Third-Party Purchases

Items purchased from third-party stockists or retailers cannot be returned directly to us. Please contact the original place of purchase to arrange your return.

Non-Returnable Items

Certain items are not eligible for return, including gift cards, downloadable products and selected health or personal care items. Perishable goods, intimate items, hazardous materials and flammable goods are also excluded from return.

Gifts

If your item was marked as a gift and shipped directly to you, you will receive a gift credit once the return is processed. If the gift was not marked as such, the refund will be issued to the original purchaser.

Colour Variances

We take care to ensure the digital representation of colours reflects our products as accurately as possible. However, screen settings, lighting and device differences may impact how colours appear before purchase.

Returns relating to colour variance are treated as change-of-mind returns and are handled in line with the policy above.