Refund policy

We follow the Australian Consumer Law (ACL). Nothing in this policy limits your rights under the ACL.

How to start the return process

If there’s a problem with your order, please contact us within 30 days of delivery so we can resolve it quickly at hello@bigmoodthreads.com.au.

please contact us first at hello@bigmoodthreads.com.au before sending anything back.
If a return is required, we’ll provide the correct return address and cover return postage for faulty items (as required by the Australian Consumer Law). Please do not return any items until you’ve received instructions from us.

Note: Your ACL rights for faulty goods are not limited to 30 days—you’re entitled to a remedy within a reasonable time for failures covered by the consumer guarantees.

When you’re entitled to a remedy (ACL consumer guarantees)

If an item is faulty, damaged, misprinted, not as described, or doesn’t arrive, you’re entitled to a remedy under the ACL.

  • For a major failure, you can choose a refund or replacement.
  • For a minor failure, we will repair, replace, or refund (our choice).
    If we issue a refund for a faulty item, we’ll also refund your original delivery fee and cover reasonable return postage (where a return is required).

We may ask for photos or details to assess the issue—this speeds things up but does not limit your ACL rights.

Change of mind

Because each product is made specifically for your order, we don’t accept change-of-mind returns. This does not affect your ACL rights if a product has a failure.

Non-returnable items (unless faulty)

  • Gift cards
  • Items returned not in original condition due to misuse

Exchanges / sizing help

Because each item is made to order, we’re unable to offer refunds or exchanges if the wrong size is chosen. Please check the sizing guide on each product page carefully before placing your order.

The fastest way to grab a different size is to place a new order.

💡 Big Mood courtesy: If you make a sizing mistake, we’ll hook you up with a one-time discounted re-order in your correct size. Just email us at hello@bigmoodthreads.com.au for details. (This courtesy is separate from your rights under the Australian Consumer Law if a product is faulty.)

How refunds are processed

Once your return (if required) is received and inspected or your issue is approved from evidence provided, we’ll confirm your remedy.

  • Refunds: issued to your original payment method within 10 business days after approval (bank processing times vary).
  • Replacements: we’ll confirm dispatch timelines once arranged.
    If it’s been more than 15 business days since your refund was approved, please contact us at hello@bigmoodthreads.com.au.

Shipping issues

If a parcel is confirmed lost in transit by the carrier, we will replace or refund as per the ACL.

Need help?

Email hello@bigmoodthreads.com.au with your order number and a brief description (and photos if relevant). We aim to respond within 2 business days.