Return Policy

SECTION 1 - Returns & Refunds Policy
Our Risk-Free 30-Day Money-Back Guarantee
Aussie Buy Direct offers a 30-day money-back guarantee for most items. If you change your mind, you are eligible for a refund within 30 days of receiving your order, provided the product is in its original condition and has not been used, damaged, or altered. This is part of our commitment to ensuring a risk-free shopping experience for our customers.
Conditions for Refunds:
  • Changed Your Mind: If you decide that you no longer want the product, you can request a refund within 30 days. The product must be returned in its unused, original condition, and you will be responsible for the return shipping costs.
  • Product Faults: If your product is defective or broken, we will process a full refund or replacement upon verification of the fault. This applies even if it’s been more than 30 days since your purchase. However, you must provide evidence of the defect (such as clear photographs or videos) along with a detailed explanation as to why the fault wasn’t reported earlier.
  • Refund Eligibility: Refund requests may not be granted in the following circumstances:
    • If you change your mind after 30 days.
    • If you contact us about a mistaken order after 14 days of receiving it.
    • If you find the product cheaper elsewhere after purchase.
    • If you misuse or damage the product (e.g., use of the product contrary to provided instructions).
    • If you were aware of the faults before purchasing.
    • If you decide that you no longer need or want the product after receiving it.
How to Request a Refund:
  • Contact Us: To request a refund, please contact us through our Contact Form on the Aussie Buy Direct website. Do not use social media channels for such requests, as it may lead to delays in processing.
  • Provide Order Details: When contacting us, please provide your order number, details of the product, and a clear explanation for the return or refund request.
  • Inspection and Approval: Upon receiving your request, we will review your case. If the product is eligible for a refund, we will guide you on the return process. In cases where the product is faulty, you may be asked to provide images or videos of the defect.
Refund Process:
  • Return of Product: If a return is necessary, we will provide a return address. Return shipping costs will be the responsibility of the customer unless the item is defective or damaged.
  • Refund Timeline: Once we receive the returned product (if applicable), your refund will be processed. Refunds typically take 5-10 business days to reflect in your account, depending on your payment provider.
  • Non-Returnable Products: If you wish to return a product outside of the 30-day period or if it doesn't meet the conditions outlined, the return may not be eligible for a refund. In such cases, we will communicate directly with you to explain our decision.
Refunds for Faulty Products:
  • After 30 Days: Under Australian Consumer Law, there is no time limit for requesting a refund if the item is defective. However, we request that you inform us of any faults as soon as possible. We may ask for evidence of the defect and may provide a full refund or offer a replacement at our discretion.
  • No Return for Refunds: In some cases, if the product is faulty, we may approve a refund without requiring the return of the product. This will be assessed on a case-by-case basis.
SECTION 2 - Late or Missing Refunds
If you haven't received your refund after it has been processed, please follow these steps:
  • Check Bank Account: First, review your bank or credit card account to verify whether the refund has been posted.
  • Contact Your Bank: If you don’t see the refund in your account after 5-10 business days, contact your bank or card provider to inquire about the processing times.
  • Contact Us: If after contacting your bank the issue is unresolved, please contact us using the Contact Form on our Aussie Buy Direct website, and we will assist you further. Please note, refund processing can sometimes take longer, depending on your bank's internal processes.
SECTION 3 - Shipping and Return Shipping Costs
  • Return Shipping: If the return is due to a defect or fault with the product, Aussie Buy Direct will cover the return shipping costs. However, if the return is due to a change of mind or other reasons outside of our fault, you will be responsible for return shipping.
  • Shipping Time: Products are typically shipped from our local Australian warehouses or from international suppliers (e.g., in China), depending on product availability. Shipping times may vary, and we provide estimated delivery times on the product pages.
  • Order Confirmation and Tracking: Once your order is shipped, you will receive an email with tracking details. If your item is delayed beyond the estimated time frame, please contact us, and we will help you track your order.
SECTION 4 - Exemptions and Discretionary Returns
While we strive to accommodate as many return requests as possible, the following types of products or circumstances are generally not eligible for returns or refunds:
  • Personalized or Custom Items: Items that have been customized or made to order are non-returnable.
  • Sale or Clearance Items: If marked as final sale or non-returnable, these items are excluded from returns and refunds.
  • Hygiene Products: Products that fall under hygiene regulations (such as underwear, cosmetics, etc.) cannot be returned once opened.
We also reserve the right to refuse returns or refunds if:
  • The return request falls outside of the 30-day window.
  • The product has been used, damaged, or altered.
  • The return request is for reasons not covered by the policy outlined above.
Final Notes and Contact Information
  • Contact Us for Returns or Refunds: If you have any questions, concerns, or wish to request a return or refund, please use the Contact Form on the Aussie Buy Direct website. This is the fastest and most efficient way to get in touch with us. We aim to respond within 24-48 business hours (Monday to Friday).
  • Communication: We recommend communicating with us via the website for a quicker resolution. Social media is not the ideal channel for customer service inquiries, as it may delay responses.
Customer Satisfaction Commitment
At Aussie Buy Direct, we are committed to providing excellent products and services. If you are genuinely dissatisfied with any aspect of your order, please reach out to us immediately. We value your feedback and strive to address any concerns in a timely and fair manner.
If you are unhappy with your product, please contact us first before leaving any negative feedback. We are here to assist you and aim to resolve all issues amicably and professionally. Your satisfaction is important to us, and we will work diligently to ensure any disputes are handled in a positive manner.
For more information about our shipping times and delivery process, please visit the "Shipping Information" page, available in the header and footer of our website.
Thank you for choosing Aussie Buy Direct! Please note that most of our products are shipped directly from local Australian warehouses, though in some cases, items may be shipped from our overseas warehouses in China if local stock is unavailable.