Refund policy

At Big.Fans, we care about product quality and want every customer to receive items in good condition and consistent with their order. Because some of the products we sell are intended for private personal use, returns and refunds are handled with care for reasons of hygiene, safety, and fraud prevention. This policy should be read together with the Big.Fans Shipping & Delivery Policy; rules concerning delivery, customs clearance, lost packages, refusal of delivery, returned parcels, or failed delivery are governed by the Shipping & Delivery Policy.

Order Cancellation

You may request to cancel an order within 24 hours of placing it. However, submitting a cancellation request does not mean the order can necessarily be cancelled: we can only cancel an order for you if it has not yet entered processing, procurement, stock preparation, production, packaging, fulfillment, or shipping. Once an order has entered any of these stages, it may no longer be possible to cancel it.

Non-Returnable Items

For hygiene and safety reasons, private-use items that have been unsealed, used, washed, damaged after receipt (other than due to our fault), or otherwise similarly handled cannot be returned or exchanged.

If an item is missing its original packaging, seal, accessories, instructions, anti-counterfeit QR code, anti-counterfeit label, or other accompanying materials, we may also be unable to accept a return, unless the issue was caused by our error.

Regarding any statutory right to return or withdraw without cause: depending on the applicable consumer protection laws (including the relevant rules in the EU and the UK), you may have the right to return or withdraw without cause within a certain period. However, goods that are sealed for health or hygiene reasons may, by law, be exempt from such a right to return or withdraw once they have been unsealed or once the seal has been broken. Because some of the products sold through the Services are such sealed private or hygiene-sensitive goods, to the extent permitted by applicable law, such items are not eligible for return or withdrawal without cause once unsealed or once the seal has been broken. This section does not affect any rights you may have in respect of faulty, damaged, or incorrectly shipped items.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us at support@big.fans within 7 days of receipt.

To help us review your case, please provide your order number and clear evidence of the issue. We may ask you to provide photos or an unboxing video showing the package, the shipping label, the condition of the item, the accessories, and the reported issue.

Eligibility for Exchange, Return, or Refund

If the issue is verified by us and is caused by a manufacturing defect, confirmed damage in transit, an incorrect item, or another error on our part, we will provide an appropriate solution or remedy based on the nature of the issue, the condition of the item, stock availability, the order value, the shipping status, and applicable legal requirements. The specific course of action will be determined on a case-by-case basis.

Whether an item needs to be returned will be determined by Big.Fans based on the circumstances. All returns must first be reviewed and authorized by our customer support team before you send any item back; items returned without authorization may not be accepted or refunded. If an item needs to be returned, we will provide return instructions and the applicable return address after the return has been approved.

Return Shipping Costs

If a return is approved because of our error, a verified product defect, an incorrect item, or damage in transit confirmed by us and our logistics partner, and we ask you to return the item, we will provide further instructions and, where applicable, cover the corresponding return shipping cost.

If a return is approved for other reasons, the return shipping cost may be borne by the customer. Unless otherwise required by applicable law, shipping fees, customs charges, import duties, and handling fees are generally non-refundable.

Refund Process

We will usually complete our review within 3 business days of receiving the complete information you submit, and will contact you regarding the outcome.

Once an eligible cancellation, return, or refund request is approved, we will issue the refund to the original payment method. After a refund has been processed, it usually takes 5–10 business days to appear on your statement, depending on your bank, card issuer, or payment service provider. After a refund has been issued, the time it takes to appear is determined by those institutions and is beyond Big.Fans' control.

Refused or Failed Delivery

Where a package is returned, abandoned, detained, or destroyed because it was refused, not collected, sent to an incorrect address, subject to unpaid customs duties or taxes, not cleared due to lack of cooperation, unable to be delivered, or not handled by the customer in time, the applicable rules are governed by the Big.Fans Shipping & Delivery Policy. In such cases, whether a refund or reshipment is provided will be reviewed on a case-by-case basis; to the extent permitted by applicable law, the original shipping fees and related charges may be deducted, and certain fees and unrecoverable product costs may be non-refundable.

Consumer Rights

This policy does not limit any non-excludable rights you may have under the mandatory consumer protection laws applicable in your place of residence. If any provision of this policy conflicts with applicable mandatory consumer protection law, the requirements of that mandatory law shall prevail.

How to Contact Us

To request an order cancellation, or for support with a damaged item, an incorrect item, a return, or a refund, please contact us at support@big.fans.

Please include in your email your order number, the email address used at checkout, a description of the issue, and (where applicable) relevant photo or video evidence.