Refund and Returns Policy

Last updated: 6 October 2026

Please read this policy before you order. It applies together with our Terms and Conditions and Shipping Policy.

1. No cash refunds

Because of the nature of these products, we do not offer cash refunds.

We do not accept change-of-mind returns. If you have changed your mind, ordered the wrong item, or no longer want the goods, no refund, replacement, or store credit will be issued.

2. When a remedy is available

Where a claim is accepted, the remedy is a replacement or store credit only, in these cases:

  • the item arrives damaged or defective

  • we sent the incorrect item

  • the goods are not as described

We choose the remedy. Store credit is valid for 12 months, is not transferable, and cannot be exchanged for cash.

If the Australian Consumer Law requires a refund and a replacement or store credit is not a lawful remedy, a refund to the original payment method will be made.

3. How to claim

Contact us within 7 days of delivery. Include:

  • your order number

  • a short description of the issue

  • clear photos of the item

  • clear photos of the packaging as received

Claims made without enough evidence, or after this window, may be refused where the law allows. This time limit does not apply to a right under the Australian Consumer Law that cannot be limited.

4. Non-refundable situations

Except where the Australian Consumer Law requires a remedy, we do not refund, replace, or issue store credit for:

  • incorrect shipping details entered at checkout

  • delays caused by a shipping provider

  • a parcel marked as delivered

  • customs delays or inspections

  • customs duties, import taxes, clearance fees, brokerage charges, or any other customs or import fee

  • items seized, flagged, withheld, or destroyed by customs or border authorities

  • change of mind after purchase

We do not pay, reimburse, or refund customs fees. A fee charged by customs, a border authority, or a carrier is your cost.

Orders are placed at your own risk. You are responsible for confirming that the products may lawfully be imported, possessed, and used for research in your location before you buy.

5. Shipping

We are not responsible for delay, loss, failed delivery, or customs action caused by a postal service, courier, or other third party, except where the law says otherwise.

6. Processing

An approved replacement is dispatched once the claim is accepted. Store credit is applied to the email used at checkout. Where a refund is required by law, it is returned to the original payment method within 5–10 business days of approval. Your bank or card issuer may take longer to show it.

7. Contact

Claims: bigdaddysups@gmail.com. Include your order number.

Nothing in this policy excludes a consumer guarantee or other right under the Australian Consumer Law that cannot lawfully be excluded.