Refund Policy

We made Big Hug because our own family needed it. So we know a cape isn't just a purchase — it's something you're counting on to get through a haircut, a dental visit or a hard afternoon. If it doesn't do its job, we'll make it right.

This page explains what happens if something is wrong with your cape and why we don't accept change-of-mind returns. If your question isn't answered here, email us at [email protected] and a real person will get back to you within 5 business days.

What if my cape is faulty or not as described?

Every Big Hug cape comes with your rights under the Australian Consumer Law. Your cape must be of acceptable quality, match what we told you about it, and do what it's sold to do. These rights apply whether you bought at full price, on sale, or as a pre-order.

If there's a major problem, you choose: a full refund or a replacement. A major problem is something you wouldn't have bought the cape knowing about, or where it's significantly different from how we described it.

If there's a minor problem, we'll fix it or replace it — whichever gets you back on track fastest.

Email us and we'll send you the return details.

What isn't covered: normal wear and tear, damage from misuse, or not following the care instructions (for example, tumble drying on high heat or cutting into the weighted channels).

Can I return my cape if I change my mind?

No. Big Hug capes and regulation tools are personal-use items worn close to the body, so we don't accept change-of-mind returns or exchanges.

Pre-orders & deliveries

Pre-orders. We'll show an estimated dispatch date when you order. If that date changes, we'll email you straight away with the new date.

Arrived damaged or wrong? Email us within 5 days of delivery with two photos of the cape and the box, and we'll send a replacement at our cost.

How do I start a return?

1. Email [email protected] with your order number, a short description of the problem and two photos.
2. We'll reply within 5 business days and depending on the circumstance, email your return details: a return number, the return address.
3. Pack the cape securely with the return number on the outside. Please don't send it back without a return number — it can get lost at the warehouse.
4. Once it arrives, we'll process your refund, replacement or repair within 10 business days and email you when it's done.

Refunds go back to your original payment method and can take a few extra days to appear, depending on your bank.