Refund policy

Returns and refunds

Bush Secrets Australia accepts eligible change-of-mind return requests within 30 days after you receive your order. This policy also explains how to contact us about faulty, damaged or incorrect products.

Your consumer rights

Your rights under the Australian Consumer Law apply in addition to our change-of-mind policy. You are entitled to a remedy when a product fails to meet a consumer guarantee. The available remedy depends on the problem and may include a repair, replacement or refund. For a major failure, you can choose a refund or replacement. These rights also apply to sale items and personal care products. The change-of-mind time limit, packaging requirements and exclusions below apply only to change-of-mind returns.

Change-of-mind returns

Please contact us within 30 days of delivery. Eligible items must be unused, in the condition received and in their original packaging, with tags where supplied. Please provide your order number or other proof of purchase.

Change-of-mind exclusions apply to sale or clearance items, gift cards, perishable goods, custom or personalised products, personal care and beauty products, and hazardous materials, flammable liquids or gases. Please contact us before arranging a return if you are unsure whether your item is eligible.

How to request a return

Email bushsecretsaustralia@gmail.com or call 0408 006 295 with your order details and reason for returning the item. For damage, defects or an incorrect item, include a description and photos where practical.

We will assess your request and provide return instructions. Please contact us before posting your parcel so we can confirm the appropriate return arrangements. Our published return address is Level 13, Suite 1A, 465 Victoria Ave, Chatswood NSW 2067, Australia.

Return postage and costs

For an eligible change-of-mind return, the customer pays return postage. Original delivery charges remain payable. For a confirmed product fault or other failure covered by the Australian Consumer Law, we will provide the applicable remedy and cover reasonable return costs as required by law. Please keep your postage receipt.

Damaged, faulty or incorrect items

Please contact us promptly so we can assess the issue and arrange the appropriate remedy. Consumer guarantee claims are assessed under the Australian Consumer Law, including the nature of the product and the problem, rather than a fixed 7-, 10- or 30-day change-of-mind deadline.

Refunds and exchanges

We will notify you after assessing your return. Approved refunds are processed to your original payment method within 10 business days of approval. Your bank or payment provider may take additional time to show the funds. Please contact us if the refund has yet to appear after 15 business days.

For an eligible change-of-mind exchange, contact us to arrange the return and place a separate order for the replacement item. Faulty or incorrect products are handled through the applicable remedy described above.

European Union orders

For merchandise shipped into the European Union, the applicable 14-day cancellation right and its statutory exceptions apply. Please contact us to arrange the return and confirm the requirements for your item.

Contact

Bush Secrets Australia
Email: bushsecretsaustralia@gmail.com
Phone: 0408 006 295
Customer service hours: Monday to Friday, 9:30 am–4:30 pm Sydney time.