At Bulkbuydirect, your satisfaction is important to us. Please read our Return and Refund Policy carefully to understand your rights and our procedures.
1. Consumer Guarantees
All goods sold on bulkbuydirect.shop 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 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.
For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage. Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.
Bulkbuydirect will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.
2. Proof of Purchase
Refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents for change of mind:
- Online Tax Invoice (order confirmations will not be accepted)
- Packing slip included in all online purchases
Please note that our team members are not responsible for proving your purchase. You must supply the proof of purchase for our team members to validate.
3. Change of Mind Returns – 14 Days
If you have changed your mind about your purchase, Bulkbuydirect will be pleased to offer you a refund or store credit (at our discretion) for the value of the goods being returned, provided that the item in question is:
- Returned within 14 days of receiving the order.
- The item is in re-saleable condition, including its original packaging, is unused with no damage and as sold (including any package seals, if any, being unbroken).
Conditions for Change of Mind Returns:
- We only accept change of mind returns on products that are dispatched from Bulkbuydirect and are eligible for change of mind returns.
- On the basis that risk in the goods remains with the customer until received by Bulkbuydirect, including up until we receive the product.
- Provided a return authorisation is obtained from Bulkbuydirect in advance of goods being returned.
- The product must be returned and received by us within 30 business days of your request to return your product.
- The product will remain your responsibility during transit until they are received at our facility. We do not accept any liability for any loss or damage which may occur during transit.
- You will be responsible for the cost and risk of returning goods, including the cost of return shipping. If the item is not received by us, you will not be eligible for a credit or refund. We recommend you insure high-value items that you return for a change of mind.
- You are able to provide satisfactory proof of purchase.
4. Exceptions / Non-Returnable Items
Unless Australian Consumer Law applies, change of mind returns are not available for the following items and categories:
- Bulk Cleaning Chemicals that are either 5, 10, 15, 20 or 25 Litre/kg
- Bundled Items or Bundle Deals
- Food & beverages
- Cosmetics & Beauty products
- Feminine hygiene and incontinence
- Custom orders (including large volume, specially priced quoted orders)
- Hygiene products (including reusable and disposable face masks, face shields, respirators, hand sanitizers, first aid, toilet paper and paper hand towels)
- Large or bulky appliances and equipment
- Clearance sale items and other specially purchased products or products specifically tailored for the customer’s requirements, which may not be returned.
We cannot accept change of mind returns on items that come in sealed packages or boxes where seals are damaged or broken.
In light of the COVID-19 pandemic, we have seen some customers purchase more than ‘normal’ volumes of certain products (i.e., toilet tissue, hand sanitisers, paper/hand towels, face masks, etc.). We will not refund items that are deemed to have been purchased in this manner on the basis of a change of mind after they have been shipped.
Remedies for defective goods are still available on the above-excluded items and categories. Our team members will assess the Return Application to determine whether a refund will be offered in accordance with our Returns Policy.
5. Shipping Costs, Restocking Fees & Refunds Process
Shipping costs are non-refundable. If you ordered an item incorrectly or changed your mind, we will accept the product if it complies with the requirements of our policy, and refund you less the original shipping costs. Shipping costs are the costs incurred by Bulkbuydirect in shipping the product to you. Although you might have received ‘Free Shipping’, costs were still incurred by us to dispatch your order. These actual shipping costs will be deducted from your final refund amount.
We do not charge any restocking fees for returned items.
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 3 to 5 business days.
We reserve the right to make changes to this Change of Mind Policy without notice.
6. How to Initiate a Return
To request a return authorisation, please contact our customer support team with your proof of purchase and reason for return. Please do not send items back without prior authorisation.
- Email: Support@bulkbuydirect.shop
- Phone: +61 (07) 5334 4260
- Return Address: 60-62 Capital Link Dr, Campbellfield VIC 3061, Australia
Once your request is approved, our team will provide you with further instructions on how to send your item(s) back to our facility.