We understand that sometimes you may need to return a product you have purchased from us. To assist you, we have set out below some key points that you should know.
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.
RETURNS IN GENERAL
In order to obtain any remedy from us, you must provide us with clear proof of purchase. The proof of purchase may either be a receipt or invoice we issued; or bank statement or credit card statement where the amount shown on the statement directly corresponds with the purchase price of the product. If we cannot be satisfied that you purchased the product from us, then we may elect whether or not to accept your product for return.
You are responsible for the costs of returning goods to us (except in the case of goods sent to you incorrectly). Return postage of products is not refundable unless the product is deemed faulty. We will, however, forward any replacement items to you free of charge. Any goods returned are your responsibility until they reach our warehouse. Please ensure you package your return appropriately to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us damaged or lost in transit or returned in error. In the event that an item is returned to us in an unsuitable condition, we may have to send it back to you. We recommend you use a postal or courier service that is traceable and insures you for the value of the goods you are returning.
When returning goods to us, please ensure it is in the original packaging along with a copy of your order/invoice/receipt, name, address, phone number, email address, and send it to:
BONNIE BIO Australia
59 Radford Road
Reservoir, VIC 3073
IF YOUR ITEMS ARE FAULTY
If you think that there is a fault with an item you have received, please let us know immediately by contacting us. Please include as many details as possible about the order and the problem with the goods, including photos if applicable. We will then arrange for your item to be assessed to determine whether:
- there is no fault found;
- there is a non-major fault which can be easily repaired within a reasonable timeframe;
- there is a major fault found and you are to be offered a replacement or a refund; or
- the product has been damaged or abused through misuse, abnormal use or negligent use.
Where the assessment finds that there is no fault with the product, or that the product been damaged due to misuse, abnormal use or negligent use, we may require you to, in which case you must, pay us for any fee incurred by us in connection with the assessment of your product, including the return of the product back to you if you so desire. We will only refund the delivery fee if the products are determined to be faulty after assessment, and the fault did not arise through any misuse, abnormal use or negligent use of the product.
Unfortunately, BONNIE BIO Australia cannot offer a refund or exchange where there is no fault with the product, or the product has been damaged due to misuse, abnormal use or negligent use. However in such cases, we may offer you repair of your product at your cost.
If the product does not match its advertised description, BONNIE BIO Australia may provide you with a choice between a refund or replacement of the product purchased.
IF YOU CHANGE YOUR MIND
Please choose your products carefully as BONNIE BIO Australia does not normally accept return of products where you have simply changed your mind or ordered goods incorrectly.