Terms of Sale

Last updated: 6 November 2026

These terms apply when you use bighug.au or buy from us. They're written to be read, so if anything isn't clear, email [email protected] and we'll explain.

Who we are

bighug.au is run by Big Hug Australia Pty Ltd (ABN 42 690 089 644), based in Deniliquin, New South Wales. When these terms say "we", "us" or "Big Hug", they mean us.

Prices and payment

All prices are in Australian dollars and include GST. Payments are processed securely by Stripe. We never see or store your full card details.

We take payment when you place your order, including pre-orders. Your order is confirmed when you receive our order confirmation email.

If we've made an obvious pricing mistake, we'll contact you before your order ships and give you the choice of paying the correct price or cancelling for a full refund.

Pre-orders

Little Hug is currently on pre-order. We show the estimated dispatch date on the product page and in your confirmation email. Right now that's mid-to-late December 2026, once stock lands at our Sydney warehouse.

If the date changes, we'll email you as soon as we know. If the delay is significant and you'd rather not wait, you can cancel your pre-order and we'll refund you in full.

Shipping

• We ship within Australia only.
• Orders are packed and sent from our Sydney warehouse by Australia Post or Direct Freight Express.
• Shipping is a flat $15 per order.
• Founding family gift: our first 100 Little Hug bundle orders ship free with the code FIRSTHUG at checkout, while uses remain.
• We'll email your tracking link as soon as your order is on its way. Delivery times depend on where you live.

If your order arrives damaged or wrong, see our Refund Policy.

Returns and refunds

Our Refund Policy explains what happens if something is wrong with your order. In short, we don't accept change-of-mind returns, as our capes and regulation tools are personal-use items worn close to the body. Nothing in these terms limits your rights under the Australian Consumer Law.

Using your Big Hug safely

A Big Hug is a comfort tool, not a medical device. It doesn't replace therapy or a professional sensory assessment. Please follow the safety guidance that comes with your cape every time, including:

• Ages 3+. Not suitable for children under 3.
• Choose a weight no more than 5% of the wearer's body weight. Our size guide on the product page will help.
• Always use under adult supervision, while awake only, and for no more than 30 minutes at a time.
• Never force someone to wear a cape, and remove it if you notice discomfort, overheating or distress.
• If your child has low muscle tone, breathing difficulties or a circulation condition, check with their health professional before use.

Big Hug Australia is not responsible for injury, loss or damage caused by using a cape in a way that goes against these instructions. This doesn't affect your rights under the Australian Consumer Law.

Our website and content

The words, photos, videos and designs on bighug.au belong to Big Hug Australia or the people who licensed them to us. You're welcome to share links to our pages, but please don't copy or reuse our content without asking first.

We work hard to keep product information accurate. If you spot something that looks wrong, please let us know.

Our responsibility to you

Our products come with guarantees that can't be excluded under the Australian Consumer Law. Beyond those guarantees, and to the extent the law allows, we aren't liable for indirect or consequential loss.

Privacy

Our Privacy Policy explains how we collect and look after your personal information.

Changes and governing law

We may update these terms from time to time. The version on this page when you place your order is the one that applies to it. These terms are governed by the laws of New South Wales, Australia.