Refund policy
REFUND / RETURNS POLICY
Last updated: 24 September 2026
We want returns to be clear and straightforward. This policy separates our voluntary change-of-mind policy from your rights under the Australian Consumer Law (ACL).
1. Change-of-mind returns
For a change-of-mind return, please contact us within 30 days of the purchase date.
To be eligible, the item must be:
• unworn and unused;
• in its original condition;
• returned with original tags attached where supplied; and
• accompanied by proof of purchase, such as an order confirmation or receipt.
Items showing wear, washing, alteration, damage, strong odour, contamination or other signs of use will not qualify for a change-of-mind return.
Change-of-mind returns are not available for:
• customised or decorated items; or
• clearance or final-sale items.
These exclusions apply only to change-of-mind returns and do not limit any rights you may have under the Australian Consumer Law.
2. Faulty, unsafe, incorrect or not-as-described items
Your rights under the Australian Consumer Law are separate from our change-of-mind policy and are not limited to 30 days.
If you believe an item is faulty, unsafe, incorrect, not as described, or otherwise fails to meet a consumer guarantee, please contact us with your order details and a description of the issue. Photos may help us assess the matter more quickly.
We may need to inspect or assess the item before confirming the appropriate remedy. Depending on the circumstances and your rights under the Australian Consumer Law, the remedy may include repair, replacement or refund.
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.
3. How to start a return
1) Contact us at info@bigbee.com.au or (02) 8445 1028 and provide your order number and reason for the return.
2) We will provide return instructions where required.
3) Pack the item securely. For change-of-mind returns, use a trackable delivery method unless we agree to another method.
4) Once the item is received and assessed, we will confirm the outcome.
Please do not send a return to us without enough information to identify the order.
4. Return shipping costs
For an approved change-of-mind return, the customer is responsible for return shipping costs.
If an item is confirmed to have a problem covered by the Australian Consumer Law, or we sent the wrong item, we will reimburse reasonable return postage costs where applicable. Please keep your postage receipt.
5. Refunds
Approved refunds are processed to the original payment method where reasonably possible. Your bank or payment provider may take additional time to show the refund after it has been processed by us.
6. Exchanges
We do not process direct exchanges for change-of-mind requests. If you want a different size or colour, return the eligible item under this policy and place a new order for the replacement item.
If the item has a problem covered by the Australian Consumer Law, the appropriate remedy will be handled separately in accordance with your legal rights.
7. Customised orders
Custom-decorated items are not eligible for change-of-mind returns once decoration has been produced. This does not limit your rights under the Australian Consumer Law if an item is faulty, incorrect, not as described or otherwise fails to meet a consumer guarantee.
8. Contact us
Big Bee Workwear / GGN Trading Pty Ltd
Unit 4/9 Pioneer Ave, Thornleigh NSW 2120, Australia
Phone: (02) 8445 1028
Email: info@bigbee.com.au
Contact page: https://bigbee.com.au/pages/contact-us