Return, Refund & Replacement Policy

Home Return, Refund & Replacement Policy

At Giant Big Hands, we are dedicated to ensuring your satisfaction with every order. If there's anything wrong or if you have any concerns about your purchase, simply reach out to our customer service team at contact@giantbighands.com.

1. Defective/Damaged Orders

1. General Return Guidelines

We accept returns for both defective and non-defective (buyer's remorse) items within a 30-day window from the delivery date.

  • Return Window: 30 days from the date of delivery.

  • Product Condition: We only accept returns for products that are new, unused, and in their original packaging.

  • Return Method: We accept returns In-Store or By Mail (customer is responsible for coordinating and shipping items back unless the return is due to our error).

  • Return Address: Please contact contact@giantbighands.com to receive detailed instructions and the correct return mailing address. Do not send items back without prior authorization.

2. Returns for Defective/Damaged Orders (Our Error)

If you encounter a major problem with your received item due to our fault (manufacturing error, damage in transit, or significant difference from description), you are eligible for a replacement or a full refund.

2.1 Eligibility for Defective/Damaged Items:

You are eligible for returns or full refunds in the following situations:

  • The item is significantly different from the description or the preview shown to you.

  • The item is damaged due to the fault of our factory or the carrier.

  • The item received is not what you ordered (wrong product).

Note: There may be a slight difference (up to 20%) between advertised images and the actual item due to factors such as lighting during photo shooting or monitor display variations. This is not considered a defect.

2.2 How to File a Claim for Defective Items:

To file a claim, please send an email to contact@giantbighands.com with the following information:

  • Order number

  • Video or photo evidence of the defect (including measuring tapes for sizing errors)

  • Detailed explanation of the issue

2.3 Resolution:

If deemed eligible, we will send you a replacement product at no extra cost, or issue a full refund, including the original shipping costs.

3. Returns for Non-Defective Items (Buyer's Remorse/Customer Error)

We accept returns for items that are not defective (e.g., incorrect selection of sizes, designs, or a change of mind) within the 30-day return window.

  • Return Shipping Fee: For returns due to buyer's remorse, the customer is responsible for all return shipping costs, and the original shipping fee is non-refundable.

  • Restocking Fee: No restocking fee is applied for these returns.

  • Refund: Upon receiving and inspecting the returned item(s), we will issue a refund for the product price only (excluding original shipping and return shipping costs).

  • Customization Exception (IMPORTANT): While we accept returns, please note that refunds or replacements are generally not accepted for instances where there may have been unintentional errors on the customer's part that render the item unusable for others (e.g., a clearly misspelled name on a custom item where the customer provided the wrong spelling). We kindly request that you carefully review your order before checking out to ensure accuracy.

4. Lost/Missing Orders

If you have not received any updates on your order for over 15 days, please notify us by email. If we determine that the order is lost due to our mistake or the carrier's fault, we will either send you a replacement or give you a full refund.

5. Refund and Exchange Process

5.1 Refund Processing Time:

Once a refund is confirmed, you will receive a confirmation email. Please allow 5-10 business days for the refund to be credited back to your original payment account, depending on your bank's processing time.

5.2 Exchanges:

We accept exchanges for both defective and non-defective items. The exchange timeframe will follow the same process as a regular order.