Refund policy
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POLICY SNAPSHOT
Faulty or damaged items: We’ll replace or refund ASAP, free of charge.
Change of mind: Return in original condition for store credit (items only), exchange or a refund (items only; restocking fee applies).
Digital downloads: Not returnable, but contact us at hello@badbatch.com.au if there’s an issue.
Non-returnable items: Perishables, custom items, personal care goods, and hazardous materials.
FULL REFUND/RETURNS POLICY
HAPPINESS GUARANTEE - No hassle returns! (Clothing items and accessories)
If you're not happy with your product for whatever reason, let us know, and we will sort it out for you! Please bear in mind that most of our clothing items are made to order (ie, we don't have stock sitting in a warehouse ready to send out). We do this to limit waste, so when picking a product and size, please refer carefully to our size guides, pictures and videos. If you have questions, please email us at hello@badbatch.com.au and we can help with sizing.
Returns must take place within 30 days of receiving your order.
REFUNDS/REPLACEMENTS FOR FAULTY OR DAMAGED ITEMS
If your item arrives faulty, damaged, has an issue with the print or has something else wrong with it (ie does not comply with ACCC guarantees) we'll provide you with a replacement or a refund at our expense. We ask that you let us know about any issues straight away so that we can sort the issue out immediately.
REFUNDS, EXCHANGES and STORE CREDITS FOR CHANGE OF MIND
If your item does not fit how you like or just change your mind, you can return the item to us in its original condition for a refund, store credit or an exchange for a different size. This one is up to you. We want you to be happy with your new BB items, and we know that online shopping can be really, really hard. For NZ customers, we cannot offer change of mind returns at the moment. If there is any issue with your order we will sort it out for you by either offering a replacement or refund should the need arise.
Please note the following with respect to returns for change of mind:
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Whether you opt for a refund, store credit or an exchange you will cover the cost of returning your items to our PO BOX.
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If you opt for an exchange, upon receipt and assessment of your item(s) we will send out new items free of charge.
- If you opt for a store credit, a credit to the value of the items (not shipping) will be applied to your account. This can be used anytime.
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If you would like a refund for a change of mind (where there is no fault or damage) a restocking fee of $4 applies. Your refund will be processed once your items have been received and assessment. The refunded amount will be to the value of the items themselves, not including initial shipping costs.
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If you made a purchase using AfterPay or ZipPay, and would like a refund, a restocking fee of $8 applies.
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In each case, items must be in original condition, free from any dirt or markings, odours and hair. Each item will be assessed upon receipt. BB reserves the right not to permit a refund, exchange or store credit where an item is not in its original condition.
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Returns are dealt with as expeditiously as possible. Store credits are applied to a customers account and they will receive an email notification confirming this. Refunds are processed as soon as items are returned, less any applicable fees.
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If you used a discount code for your initial purchase, and seek a store credit or refund, we can honour the initial discount. Just email us and let us know if you have any issues.
Why is there a restocking fee? Handling returns is expensive, because once a transaction happens through our website we pay fees regardless of whether the customer loves their purchase or not. These fees grow dramatically when a customer uses a postpay service like AfterPay. This is because AfterPay makes their money from the business whilst offering a free service to the customer. BB is a small Aussie business, and the restocking fee helps offset some of the costs of offering refunds for changes of mind. As noted, no restocking fee will apply to exchanges or store credits, or where there is an issue with the product. It’s only where a customer changes their mind.
Refunds may take a few days to return to your original payment method.
DIGITAL DOWNLOADS
For obvious reasons, digital downloads cannot be returned. If you are not satisfied with your purchase, please contact us so we can make it right.
WHEN RECEIVING YOUR ORDER
Please inspect your order upon receipt and start a return 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 as soon as we can.
EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
EUROPEAN UNION 14 DAY COOLING OFF PERIOD
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.
If you have any questions regarding our policies, please email us at hello@badbatch.com.au