Big Ass Fans

SHIPPING, RETURNS, WARRANTY CLAIMS, AND ORDER CANCELLATION POLICIES

WHAT SHOULD I DO IF MY ORDER IS DAMAGED OR SHORT PIECES?

Big Ass Fans takes pride in its products and packaging. We certify this shipment is properly classified, packaged, marked, and labeled, and is in proper condition for transportation.

Once your order is signed for at the delivery point, the shipment becomes your property
and our liability ends. Help protect yourself from loss and damage.

  1. Before signing for your order, inspect it immediately for freight loss or damage.
  2. Note any freight loss or damage on the delivery receipt before the driver leaves, e.g. “1 carton damaged” or “1 carton short.”
  3. Get a copy of the signed delivery receipt that shows the freight loss or damage notation.
  4. Take pictures (if possible) and keep all packaging until final disposition has been made.
  5. Contact Big Ass Fans Customer Service at 1300 244 277.

If freight loss or damage is not noted at the time of delivery, claims for loss and damage is between you and the freight carrier and any replacement of the product is at your cost.

Shipping Policy

We ship the products from our warehouse in Brisbane using Australia Post and Star Track as our primary delivery carriers. Orders are shipped within 3-5 business days for Australian Orders. While we endeavour to deliver goods to your nominated address within the time frames indicated, we cannot guarantee delivery times particularly during busy promotional and sale periods where some order dispatches may be delayed due to the additional volume. Dispatch of orders may also be delayed where payment or address information requires verification or correction prior to dispatch.

RETURN POLICY

Conditions of Return

  • Big Ass Fans must be notified by the customer of the return within 90 calendar days of the delivery date on the original order. The product being returned must be shipped back within 10 business days of the receipt of the Return Material Authorization by the customer.
  • Products that have not been installed will have a restocking fee deducted from the returned funds. A restocking fee of 25% of the purchased product will be applied to products that have been opened. A restocking fee of 10% will be applied to products that have not been opened. (Mobile or portable products are subject to a 25% restocking fee).
  • Products that have been installed OR sold with a custom paint or appearance package are final and non-refundable.
  • An additional service fee and/or parts replacement fee may be applied for any product that is returned missing components, damaged in shipment, or that has been modified in any way. Such fees and charges will vary based upon the actual material and labor costs necessary to repair the product, replace missing, or modified parts, and to return the product to its original factory condition.

Conditions of Exchange

  • Big Ass Fans must be notified by the customer of the return within 90 calendar days of the delivery date on the original order. The product being returned must be shipped back within 10 business days of the receipt of the Return Material Authorization by the customer.
  • Items must be unused, unopened and in the original packaging, which must be in the original condition, including sealed boxes.
  • Customers will be charged a restocking fee for exchanges which is 10% of the total sale. If the item is returned not in its original state, the customer will be charged a 25% restocking fee.
  • Products that have been installed OR sold with a custom paint or appearance package are final and non-refundable.
  • An additional service fee and/or parts replacement fee may be applied for any product that is returned with missing components, damaged in shipment, or that has been modified in any way. Such fees and charges will vary based upon the actual material and labor costs necessary to repair the product, replace missing, or modified parts, and to return the product to its original factory condition.

Process for Return & Exchanges

  1. 1. Customers will contact Big Ass Fans via the phone number listed for your region or by filling out an online request.
  2. Once the product’s return eligibility is determined and restocking fees are calculated by Customer Service, Big Ass Fans will provide a Return Material Authorization (RMA) Number and the address to ship the product to.
  3. Big Ass Fans Australia will be responsible for shipping the product and all insurance, freight, or other transportation charges to the address provided by Big Ass Fans. The product should be properly packed to avoid damage in transit. Once returned the customer will be charged a 25% restocking fee deducted from the returned funds. (Mobile or portable products are also subject to a 25% restocking fee).
  4. Once the item is received by Big Ass Fans, Big Ass Fans will inspect the returned items to ensure that nothing is damaged and/or missing.
  5. The credit will be applied to the balance of the billing account. If the balance is less than the refunded amount the remaining funds will be refunded to the credit card used for purchase if applicable OR a check for the amount will be mailed to the address listed for the billing account on the order.

WARRANTY RETURN INSTRUCTIONS

  1. Contact Customer Service at 1300 244 277 to obtain a Return Material Authorization (RMA) number
  2. Please use the return label supplied by your Customer Service associate. The return shipment address is:
    Big Ass Fans Australia
    35 French Street
    Eagle Farm
    Brisbane, QLD, 4009
  3. Use the packaging for the replacement part to return the original part. The RMA number must appear on the outside of the packaging.

BIG ASS FANS CANCELLATION POLICY

Conditions

  • If a standard order ships out of the Big Ass Fans’ facility prior to customer cancellation request, the customer will be charged a 25% restocking fee plus the original shipping fee and any additional fees such as reconsignments.
  • Standard orders can be cancelled up to five (5) business days following the receipt of the Sales Order Acknowledgement without penalty, unless product has already shipped. After 5 business days, cancelled orders will be subject to a 10% cancellation fee.
  • Products sold with custom paint / appearance packages or any element of special engineering are final and cannot be cancelled after twenty-four (24) hours from the receipt of the Sales Order Acknowledgment.

How to cancel your order

  • Contact your sales person directly or contact Big Ass Fans via the phone number listed on your Sales Order Acknowledgement. Have your Sales Order Acknowledgement on hand before calling (this document was emailed as soon as the order was processed).
  • Once the product’s cancellation eligibility is determined and any fees are calculated, Big Ass Fans will provide written confirmation of the processed cancellation in our database.