Returns, Refunds and Exchanges Policy
At BIGhedz we will always make every effort to ensure you are happy with your purchase.
In the unlikely event that you are not entirely happy with your item, or a product is faulty, or it is damaged in delivery or is the wrong item, we do ask that you contact us to let us know of the problem as soon as possible. We will then advise you on whether you are eligible for a refund or replacement.
Your item must be in its original unused condition to be returned, unless there is a manufacturer defect. You must return the item within 14 days of your purchase.
1. Please email firstname.lastname@example.org to request a return and we will advise whether the item is eligible for a refund, and then if eligible assign you a tracking number.
2. Send your returned item to:
Returns Department - Tracking Number ????? (as given in reply to return notification)
104 Queens Road
3. Include in your package, your original order reference, and the reason for the return.
Items cannot be returned if they are opened from their sealed packaging.
Items that has been worn, used, or altered will not be accepted for return or exchange.
Personalised Masks & other Personalised Items
Personalised items are non-returnable and are exempt from the distance selling regulations. These are items that are made bespoke to your specification. Once your image and/or text wording has been confirmed by yourself to proceed with production it cannot be cancelled. Please check your final proof of your item carefully prior to your final confirmation.
We cannot accept any liability for any loss or inconvenience caused by items that are lost or damaged in transit. We endeavour to pack items adequately to prevent them from being damaged in transit. If a replacement is requested in place of a refund, we will do our best to replace the damaged item as quickly as possible but our delivery will be governed by our standard delivery terms for the replacement item.
All return shipping costs are to be paid by the customer, unless an item is being returned with a fault. If the item is faulty, or incorrect on an error from our part then the return shipping fee will be refunded on receipt of goods.
We also do not refund the original shipping and handling costs that you paid on the order unless there is a proven fault with your item, or an error on our part.