Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@bilby.store. Please note that returns will need to be sent with an authorisation code that you will receive via email

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges/ Refunds

There are two types of returns:

1.      Refund or exchange under warranty

Customers are entitles to a refund, exchange or credit note under ACCC where the product is faulty, not as described, or otherwise not fit for purpose.

It is up to the supplier whether to repair, refund or exchange the goods.

It is normally up to the customer to return the goods.

In reality we start with a photo or video. In most cases minor faults are evident and an agreement is made with the customer which option they want.

Refunds are always returned to the payment source. If that was NDIS it will be returned to your fund manager.

 

2.      Returns through change of mind/accident at time of ordering.

There is no requirement to accept change of mind and this will be done at the discretion of the company.

 Where we do accept a return

a)      You will be responsible to arrange the return of the goods in re-salable condition at your own expense.

b)     A repair fee may be applied at our discretion for damaged goods, based on the level of damage, to return them to salable quality.

c)      A restocking fee of $55 may be applied at our discretion, to cover the costs of processing the return, shipping the original order, inspecting the item, and preparing it for resale. 

d)  Returns will generate a credit, if you do not know what you want please ask and we will issue you a gift certificate for a future purchase equal to the item value (no refunds will be provided on postage)