BONGSAUSTRALIA | Bongs Australia

At BONGSAUSTRALIA, we want you to shop with confidence.
Please read this Returns & Refunds Policy carefully, as it outlines the conditions under which returns, exchanges, and refunds may be accepted.

1. Eligibility for Returns & Exchanges

To be eligible for a return or exchange, all of the following conditions must be met:

  • The item must be brand new, unused, and in original condition
  • The original packaging must be fully intact, including all accessories and inserts
  • The order details must match our system records
  • The item must not show signs of damage caused by misuse, impact, heat, water, or improper handling

Due to hygiene and safety reasons, used items are strictly non-returnable.

BONGSAUSTRALIA reserves the right to decline any return or exchange request that does not meet these conditions after inspection.

2. Timeframe for Returns

You must contact us within 7 days of receiving your order to request a return or exchange.

Requests submitted outside this timeframe may not be accepted.

3. Change of Mind Returns

We do not offer refunds for change-of-mind purchases.

If the item is still brand new and unused, we may offer:

  • An exchange, or
  • Store credit, at our discretion

A 15% restocking fee applies to all change-of-mind returns.
Return shipping costs are the customer’s responsibility.

4. Exchanges

If you request an exchange:

  • The replacement item must be of equal or greater value
  • If the new item is more expensive, you must pay the price difference
  • If the new item is cheaper, the price difference will not be refunded

5. Faulty or Damaged Items

If your item arrives faulty or damaged, please contact us within 24 hours of delivery.

Your email must include:

  • Order number
  • Clear photos of the item
  • Clear photos of the packaging

Once assessed, we may offer a replacement, store credit, or refund, depending on the issue.

Items damaged after delivery due to misuse or accidental breakage are not eligible for refund or replacement.

6. How to Request a Return

To initiate a return or exchange, please email:
📧 info@bongsaustralia.com.au

Include the following:

  • Order number
  • Reason for return or exchange
  • Clear photos of the product and packaging

If approved, we will provide return instructions.
Items sent back without approval may not be accepted.

7. Return Shipping Responsibility

  • Customers are responsible for return shipping costs, unless the return is due to a confirmed fault or error on our end
  • We strongly recommend using a tracked postal service
  • Customers must retain the tracking number as proof of return

8. Inspection & Partial Refunds

All returned items are inspected upon arrival.

We reserve the right to issue:

  • A partial refund, or
  • No refund

If items are returned:

  • Incomplete
  • Damaged
  • Used
  • Not in original condition

9. Refund Processing

Once your return is received and inspected:

  • You will be notified by email of the outcome
  • Approved refunds are processed to the original payment method

Processing times:

  • 1–2 business days for processing
  • Please allow 2–6 business days for funds to appear, depending on your bank or payment provider

Shipping fees are non-refundable once an order has been dispatched.

10. Late or Missing Refunds

If you have not received your refund after 6 business days:

  1. Check your bank account again
  2. Contact your payment provider (Stripe / PayPal / card issuer)
  3. Confirm with your bank whether the refund is pending

If the issue persists, please contact us at:
📧 info@bongsaustralia.com.au