Refund policy
Return Policy
We offer a 14-day return window, meaning you can request a return within 14 days of receiving your item.
Eligibility for Returns
To qualify for a return, your item must be:
- In its original condition, unworn or unused
- Complete with tags and original packaging
- Accompanied by the receipt or proof of purchase
To initiate a return, please email us at info@bigheart.co. Returns should be sent to:
No 11 & 15, Jalan Sri Ampang 1, Taman Sri Ampang, 31350 Ipoh, Perak.
Note: Items sent without prior return authorization will not be accepted.
For any return inquiries, feel free to reach out to info@bigheart.co.
Damages and Issues
Please inspect your order upon delivery. If you find any defects, damages, or receive the wrong item, contact us immediately so we can resolve the issue promptly.
Exceptions / Non-Returnable Items
Unfortunately, we cannot accept returns for:
- Sale items
- Gift cards
- Innerwear, underwear, or socks
If you have any concerns about your specific item, please get in touch with us.
Exchanges
To exchange an item, return your current item first. Once your return is accepted, you can place a separate order for the new item.
Refunds
Once we receive and inspect your return, we will notify you of approval or rejection. If approved, your refund will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to post the refund.
If you haven't received your refund within 15 business days of approval, please contact us at Info@bigheart.co.
European Union 14-Day Cooling-Off Period
For orders shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason. The item must be returned in its original condition, unworn or unused, with tags, and in its original packaging, along with the receipt or proof of purchase.