Refund policy

We stand behind the quality of our products.

If something isn’t right, we’ll make it right — quickly and fairly.

1. What warranty do you offer?

All products come with a 12-month warranty covering manufacturing defects, faults, or items damaged during delivery.

This is in addition to your rights under the Australian Consumer Law (ACL).

2. What if my item arrives faulty, damaged, or incorrect?

No stress — we’ve got you covered.

If your item:

  • Arrives damaged
  • Has a manufacturing fault
  • Is missing parts

We will repair, replace, or refund depending on the issue.

3. How do I make a claim?

Simply contact our support team with:

  • Your order number
  • A brief explanation
  • Clear photos or videos of the issue

📩 No complicated forms — we keep it simple.

4. How long do claims take?

  • We respond within 24 hours
  • Most cases are resolved within 2–5 business days

5. Do I need to return the item?

Please do not return anything without contacting us first.

If a return is required:

  • We will provide instructions
  • A return label may be issued

Unauthorized returns may not be accepted.

6. How are refunds issued?

Approved refunds are:

  • Sent to your original payment method only
  • Processed once the claim is approved

7. What is NOT covered under warranty?

The warranty does not cover:

  • Normal wear and tear
  • Misuse or improper use
  • Incorrect assembly or modifications
  • Lack of maintenance
  • Minor cosmetic or packaging damage
  • Free or bonus items

8. What is your change-of-mind policy?

To keep our prices as competitive as possible, we do not offer returns for change of mind.

This allows us to pass on significant savings to our customers.

9. Are there any exceptions to change-of-mind returns?

In rare cases, we may consider a return at our sole discretion if:

  • The request is made within 7 days of delivery
  • The item is unused, unopened, and in original packaging

If approved:

  • A minimum 10% handling/restocking fee applies
  • Return shipping is the customer’s responsibility
  • Original shipping costs are non-refundable

10. What items cannot be returned under any circumstances?

We do not accept returns for:

  • Opened or used items
  • Health, hygiene, or personal-use products
  • Clearance or heavily discounted items
  • Bulk or commercial orders

11. What if I entered the wrong shipping address?

If an incorrect address results in return or failed delivery:

  • Re-delivery fees may apply
  • The order may be treated under our return conditions

12. Important Conditions

To ensure a smooth process:

  • Do not dispose of items before contacting us
  • Claims must include clear photo/video evidence
  • Do not return items without approval

Failure to follow these steps may result in your claim being declined.

Our Promise to You

✔ Quality-checked products
✔ Fast & friendly support
✔ Fair, case-by-case resolutions
✔ No risk on faulty or damaged items

Need Help?

Our support team is here for you.
Simply reach out at info@buygreat.com.au or online 24/7 Chat Support and we’ll take care of the rest.