Refund policy

BigElves supplies limited-edition, officially licensed merchandise from the worlds of film, TV, anime and gaming. Every order is inspected twice and packed in customised, tamper-evident cartons to arrive in pristine condition. For that reason we are unable to accept change-of-mind returns, size exchanges or cancellations once an order has shipped.
We will, however, replace or refund an item that arrives physically damaged.

When a return is accepted

• The product shows clear, functional damage caused in transit (for example: cracked figurine, torn apparel fabric, split Blu-ray case, severe box crush).

• Cosmetic variations inherent to the manufacturing process or minor carton scuffs are not regarded as damage.

Proof required

1. Record one continuous, unedited video that begins with the intact shipping label and captures the full unboxing until the damage is visible.

2. Take at least two sharp photographs of the affected area.

3. Email the video and photos to bigelves.team@gmail.com within 48 hours of the courier’s delivery timestamp.

The returns process

1. Our claims team will acknowledge your email within one business day.

2. If the claim is approved, you will receive an RMA (Return Merchandise Authorisation) number and a prepaid return label.

3. Ship the item back within seven calendar days of the RMA being issued. Parcels received without an RMA will be refused.

Resolution options

• Free replacement of the same SKU (subject to availability).

• Full refund to the original payment method if a replacement cannot be supplied.

• Original shipping charges are also refunded where applicable.

Situations that are not eligible

• Claims lodged after the 48-hour window.

• Absence of an unboxing video, or a video that has cuts or pauses.

• Damage arising from misuse, washing errors, normal wear-and-tear or colour variation between screens.

• Gift cards, digital codes and blind-box items.

By placing an order you agree to the terms of this Returns Policy.