Refund policy

Last updated: November 2, 2026

Personalized products

Our personalized products are made to order. We do not accept change-of-mind returns for personalized items, including a change in preference or customer-supplied personalization that was produced correctly. This does not affect your rights for faulty, damaged, incorrect, missing or otherwise non-conforming goods.

Damaged, defective, incorrect or missing items

Contact support@bigfamgift.com within 30 days of delivery for our standard support process. Include your order number, a description of the issue, and relevant photos of the item or packaging when available. For an item that was not delivered, include the order and tracking details instead.

We will review the issue and arrange a replacement at no additional charge for damaged, defective, incorrect or missing items. If we cannot provide a replacement, we will refund the affected item. We will also provide any other remedy or shipping-cost refund required by applicable law.

How an approved return works

1. Email us before sending an item back.
2. We will confirm the appropriate resolution and whether a physical return is needed.
3. If a return is approved, we will provide the return address and instructions in writing. Keep the tracking or proof of shipment where applicable.
4. We will inspect the returned item against the reported problem and notify you of the refund decision.

Return addresses depend on the applicable fulfillment or return location and may be outside your country. Do not send a return to our registered business address unless we specifically instruct you to do so.

Return shipping costs

For an approved return caused solely by the customer's request or error, the customer is responsible for return postage, subject to applicable law. If a return is required because of our error, damage, a defect, an incorrect item or another issue for which we are responsible, BigFamGift covers the necessary return shipping costs. We will explain the shipping arrangements when authorizing the return.

Refund processing

Approved refunds are initiated to the original payment method within 7 business days after the returned item has been received and inspected and the refund has been approved. If we confirm that no physical return is required, the 7-business-day period starts when the refund is approved. Your payment provider may take additional time to display the credit; the timing depends on that provider.

Changes and cancellations

Contact us as soon as possible if you need to change or cancel an order. A change-of-mind cancellation or personalization change can only be accepted before production begins. We will confirm the order's production status and whether the request can be accommodated. This does not restrict remedies for an error by BigFamGift or any mandatory cancellation rights.

Nothing in this policy excludes or limits any consumer rights that cannot be excluded under the laws applicable to your purchase. The service procedures and timeframes below do not shorten any longer statutory rights or claim periods.

Operator and contact

BigFamGift is owned and operated by XIAOCHI GLOBAL LIMITED (小池國際有限公司), a Hong Kong company, company registration number 3127812.

Registered business address: Unit 616, 6/F, Kam Teem Industrial Building, 135 Connaught Road West, Sai Wan, Hong Kong.

Email: support@bigfamgift.com
Customer service: Monday-Saturday, 24 hours a day (U.S. Eastern Time, ET). Closed on Sundays. Support is provided by email; telephone support is not available.