Easy 7-day Return Policy

At Big Bear Film Gear, we’re happy to offer you an exchange for a change of mind on most of our full-price products if you return the product to Big Bear Film Gear within 7 days from the date of purchase, subject to the conditions and exclusions below.

Ensure that the products are as they were purchased
Send through the products to Big Bear or bring them in
We will issue a credit after inspecting the goods

Conditions and Exclusions

Subject to the Consumer Guarantees, products returned within the above time frame can be exchanged subject to the following conditions:

• Proof of purchase is accompanied with the returned product; and

• The product is unopened, unused, undamaged, unaltered and its original condition. If condition differs, we reserve the right to refuse the return or to charge a restocking fee of 30%.

Our change of mind policy doesn’t apply to the following products:

• Special ordered items; and

• Personalised items.

Online & Instore Orders

External factors can at times lead to delays in the delivery of our products and fulfillment of orders by our suppliers. This means that your products may take longer than usual to be delivered. Big Bear Film Gear will endeavour to get your products to you as soon as possible. Requests to cancel purchases that have been processed but not delivered may incur a 10% charge. This includes circumstances where you want to cancel the order, because you have found the product in stock with another retailer. Where Big Bear Film Gear is no longer able to supply the item you have purchased, we will provide you with a full refund. This charge assists with Big Bear Film Gear non refundable transaction costs, receiving and holding an unwanted product and the discount that may need to be offered to eventually sell the good. If you would like an update on your order, contact our team at info@bigbearfilmgear.com .
 

WARRANTIES AND REPAIRS

Consumer Guarantees

All goods sold in Australia come with guarantees that cannot be excluded under the Australian Consumer Law. You can choose a refund or exchange if an item has a major problem. This is when the item:

• Has a problem that would have stopped someone from buying the item if they had known about it,

• Is unsafe,

• Is significantly different from the sample or description, and/or

• It doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

If the problem is not major, we will repair the item.

Repairs

You can claim a remedy under the Australian Consumer Law where the goods do not meet the customer guarantee for repairs and spare parts. This remedy is generally the responsibility of the manufacturer or importer of goods to fulfill, particularly where the goods do not meet:

• Acceptable quality,

• Matching description (where the description was applied by the manufacturer/importer),

• Repairs and spare parts, and/or

• An express warranty.

Brand & Manufacturer Contact Information

In order to ensure that your product is repaired or replaced under warranty in the shortest time possible, contact the manufacturer/importer directly. Some manufacturers/importers have specific process for dealing with and handling repairs and warranty claims, for the most up to date information on these processes, refer to the manufacturer/importer’s website. 

Customers are welcome to come directly to Big Bear Film Gear to assist in progressing repairs and facilitating shipment of the goods to the manufacturer. Please note that some manufacturers cover the cost of shipment when you place a repair or warranty booking with them.