Refund policy

REFUNDS & RETURNS POLICY

SYDCAN Enterprises Pty Ltd T/A The Big Hat Queensland A.B.N. 77 049 110 881 (we, us, our, or The Big Hat Queensland) makes every effort to be fully transparent at all times. Accordingly, we have developed this Refunds & Returns Policy to ensure that you are fully aware of your rights with respect to refunds and returns.


Returns and Refunds

  • All full price items can be returned for either an exchange, refund or store credit.
  • End of Season, sale items and items purchased during promotional periods can be returned for store credit or exchange only.
  • The shipping cost to return an order is payable by the customer 


Conditions for Returns

  • Your return is requested within 15 days of you receiving your purchase
  • Your return is sent back to us within 7 days of it being approved
  • Item(s) are in original condition and original packaging (unused, unworn and unwashed with all packing/tags attached)
  • Return authorisation has been approved and obtained via email from us
  • The shipping cost to return item(s) is payable by the customer


SYDCAN Enterprises Pty Ltd T/A The Big Hat Queensland reserves the right to deny a return if it does not meet the conditions above.

If you are concerned about your entitlement to a refund or exchange, we recommend that you read on to learn about your rights and our obligations to you.


Your entitlement to a refund or exchange

You will be entitled to a refund or exchange where we are required to do so under any relevant laws, including the Australian Consumer Law. You may ask for a refund or exchange, if an item has a major problem, or is significantly different to what you asked for.


In the event that you believe that you are entitled to a refund or exchange, you must provide us with:

  • Your full name and address
  • The original order number and
  • The reason for claiming the refund or exchange.

You will not be entitled to a refund or exchange where you have simply changed your mind, so please choose products carefully, however we will provide you with a store credit.

Returning items to us

If you wish to return an item to us, we recommend that you do so as soon as possible after becoming aware of the issue prompting your request for a refund or exchange. Delayed claims for refunds or exchanges may lead to your request for an exchange or refunds being rejected. 

We reserve the right to assess the condition of a returned item prior to offering a refund or exchange. This may result in a refund or exchange being refused by us. You may be entitled to a refund equal to the cost you purchased the item for. You may be entitled to an exchange for an identical item, or one of a similar value. 


How to return items:

Package the item(s) in a shipping bag or box that will prevent damage to the item in transit. We recommend similar packaging to what you originally received the item(s) in. 

The Big Hat Queensland takes no responsibility for items that are returned but become lost or not delivered to us (please keep tracking information). If you are concerned about item(s) getting lost or damage in transit, you should consider adding tracking or insurance when sending items. However, this is at your sole discretion, and The Big Hat Queensland makes no representations or warranties in relation to the security of returned item/s.

Please contact us via our “Contact Us” link on our website or email us at hello@thebighatqld.com.au to be provided address information to where the item(s) are to be returned and a returns number will be issued to you.

Upon receipt of the item(s), we will inspect them and if they are returned in accordance with this Refunds & Returns Policy and we are satisfied you are entitled to a refund or exchange, you will be notified and a refund or exchange will be arranged, a refund or exchanges will be provided to the value of original purchased price only.

Return delivery charges

We recommend you return the item(s) to us via Registered Post so that the delivery can be tracked. All shipping costs will be the responsibility of the customer, unless we have offered to cover the cost for the return of the item(s), this will be provided at the discretion of The Big Hat Queensland. 


Provision of refunds or exchanges to you 

If after assessing the condition of the returned item(s), your refund is approved, we will send you an email confirming that a refund will be issued. Refunds will generally be processed within five (5) to seven (7) working days after the receipt of your returned item(s). 

All refunds will be issued via the same payment method used to purchase the item(s). There may be delays in the provision of the refund that may be caused by the issuing bank. Please contact us if you have not received your refund within seven (7) days of us notifying you that a refund has been issued.


Enquiries

Please contact at hello@thebighatqld.com.au if you have any questions regarding our Refunds & Returns Policy.

Refunds & Returns Policy last updated on 14th November 2025.