Refund policy

RETURNS AND REFUNDS

Buzzrack Australia wants you to be completely satisfied with your purchase. To help us achieve this, we offer 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, with minimal wear and tear, and in its original packaging. You’ll also need the receipt or proof of purchase. The Buzzrack Australia Returns Policy is in addition to your rights under Australian Consumer Law.

When choosing to return a purchase, please ensure the product is:

Unused: This means the product must not show significant signs of use, but we understand that you may need to take the item out of its packaging and perform basic assembly, such as attaching it to your vehicle, to determine its suitability. Minor assembly marks that do not affect the product’s resale condition are acceptable.
In the original packaging with minimal damage.
Disassembled: If the item was received disassembled, it must be returned in the same disassembled state. Ensure all parts are included.
In a re-sellable condition.
Returned with the original receipt.
Within 30 days of receipt of the product (e.g., the day of collection from a store or the day the delivery arrives at your location).

Exclusions

Some products may be excluded from our Returns Policy unless deemed faulty. Please verify with your local store before making a purchase if you are unsure.

The following items are generally not eligible for return due to a change of mind:

Special order items
Custom-made or modified-for-purpose products
Perishable goods (e.g., food or magazines)
Products of a sanitary nature (e.g., bib shorts, helmets)
Hazardous materials or flammable liquids/gases (e.g., lubricants, cleaners)

If these products are accepted for return at our discretion or that of our Customer Service Team, a return fee may apply.

Unfortunately, we cannot accept returns on sale items or gift cards.

Misplaced your receipt?

The eCommerce team can assist if you are able to advise of the following: Item(s) purchased, Date of Purchase and Method of purchase (in store or via the website). Please use the Contact Us page.

What happens when I return my goods?

When you return your goods, they will first be assessed by our store staff to ensure all parts are included and the item is in working condition. In some cases, the goods may need to be sent to the supplier or manufacturer for further evaluation.

Certain suppliers and manufacturers require us to send products to them before issuing a refund or store credit. Buzzrack Australia will inform you if this is necessary and provide an estimated timeframe for the process, though this may vary depending on the product.

If the supplier determines that the goods are not faulty, there may be additional charges applied for freight which must be paid prior to the collection of the products.

Australian Consumer Law:

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Consumer guarantees do not apply if you:

Received what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it misused a product in any way that caused the problem
knew of or were made aware of the faults before you bought the product
asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted.

RETURN OPTIONS

The return options available to you depend on the shipping method you selected for your order, as well as whether the item is bulky or smaller. If you made an in-store purchase, returns must be handled at the original point of sale, which is independent of Buzzrack Australia.

Click and Collect Order/In-store collections (Purchased on buzzrack.com.au):

For Click & Collect orders of bulky items, you have the option to save on shipping fees by submitting a return request, then dropping off your order at the store where you collected it. If it's more convenient for you to handle the return via shipping, you can organize this yourself. In that case, please follow the Shipping Instructions below.

For Click & Collect orders of non-bulky items, please submit a return request and follow the Shipping Instructions below.

Delivery Order (Purchased on buzzrack.com.au):

For all orders delivered directly to you, returns via store drop-off are not available.

Please submit a return request and follow the Shipping Instructions below. Please note that the original shipping charges will not be refunded.

In Store Purchase

Please take your in-store purchases back to the original point of sale - these are independent of Buzzrack Australia.

RETURN PROCESS

Submit a return request

Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.

Log in to your account:
In the "Email" field, enter your email address, and then click "Continue".
In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
Go back to the online store, and then enter a six-digit verification code.
Click the order that you want to submit the return for.
If your order has more than one item, then select the items that you want to return.
Select a return reason and add a note for the store.
Click "Submit request".

If your return request is approved and requires shipping, then you receive an email with shipping instructions. After the product is returned, you receive a refund.

You can always contact us for any return question at info@buzzrack.com.au.

Returning Bulky Items

For bulky items, Buzzrack Australia offers a flexible returns process to make your experience as convenient as possible.

Steps to Return Bulky Items:

Initiate the Return: Log in to your Shopify account and request a return for the bulky item. You will receive an automatic email confirming your request.
Choose Your Return Method:
1. Option 1 (Click & Collect Orders Only): Drop off the return package at the store where you collected your order.
2. Option 2: Ship the item directly to our warehouse.
Contact and Instructions: Our team will review your request and contact you via email with instructions based on your chosen return method. You will be provided with the necessary details, including the store address or shipping instructions.
Refund: Once your item has been successfully returned and inspected, we will issue a refund to your original payment method. You will receive an email confirmation once the refund has been processed.

Returning Non-Bulky Items

Please note that for these items, customers are required to provide their own return shipping. If you have any questions or need assistance with the returns process, please feel free to contact our support team.

Submit a return request and follow the shipping instructions below.

Shipping Instructions

To return your product, please mail it to the following address:

1/333 Frankston - Dandenong Road,
Dandenong South VIC 3175,
Australia

You will be responsible for paying your own shipping costs for returning your item. All shipping costs are non-refundable.

For your protection, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item. Please provide us with the tracking number and courier company used for the return.

Once we receive and review the returned products, we will determine if they meet all our return policy requirements. If so, we will process the refund and send you a confirmation email. Refunds will be credited to the original payment method used for the purchase. Please allow up to 8-15 business days for this process.

Damages and Issues

Please inspect your order upon receipt. Contact us immediately for defective, damaged, or incorrect items so we can resolve the issue.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

Perishable goods
Custom products
Personal care items
Hazardous materials

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Please note that all online sales are separate from any stores that stock Buzzrack products. For click-and-collect orders, any exchanges must be managed through our online store; the store where you collected your order cannot exchange in-store stock for online purchases.

If you wish to “swap” your online click-and-collect order for a different Buzzrack model in-store, this must be handled as separate transactions. Please process a return for your online order, then purchase the desired model directly in-store.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please note that the original shipping charges will not be refunded. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Further Assistance

For assistance, use our Contact Us page or email info@buzzrack.com.au with your name, phone number, order number, and relevant details. If 15 business days have passed since return approval, contact us for an update.

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