Returns & Refunds

Your rights under Australian Consumer Law

Our goods come with guarantees that can't be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure isn't a major one. Nothing in this policy cuts into those rights - full stop.

Faulty, damaged or wrong item

If your gear turns up faulty, damaged, or it's just the wrong thing, sing out within 7 days of delivery at info@billymate.com.au with your order number and a couple of photos. We'll sort a replacement, repair or refund at no cost to you.

Change of mind

Changed your mind? No worries. We accept change-of-mind returns within 30 days of delivery, provided the item meets all of the following conditions:

• it is unused, unopened and in resalable condition;
• it is returned in its original packaging;
• all tags, seals, labels, accessories and included items are intact and included;
• the packaging and product have not been damaged, marked or altered; and
• you can provide proof of purchase.

Items that have been opened, used, assembled, tested, washed, damaged or returned with missing packaging, seals, accessories or components won't be accepted as a change-of-mind return.

Return postage is your responsibility. We strongly recommend using a tracked postage service, as we can't process a return that is lost or doesn't reach us. Original delivery charges aren't refundable for change-of-mind returns.

Returns must be received and inspected before any refund is issued. If the returned item doesn't meet the conditions above, we reserve the right to refuse the return. This change-of-mind policy doesn't affect any rights you may have under the Australian Consumer Law.

Hygiene & safety - fair's fair

For health and hygiene reasons we can't take change-of-mind returns on anything that's been used, opened or unsealed - including (but not limited to) glassware and pipes that have been used, mouthpieces, vaporisers and grinders. This doesn't affect your rights if an item's faulty.

Can't send back

• Gift cards, Billy Bucks and digital rewards
• Clearance or final-sale items marked non-returnable
• Auction wins, unless they're faulty
• Used, opened or unsealed products (except where faulty)

How to start a return

Email info@billymate.com.au with your order number and why it's coming back. We'll reply with the return instructions and the address. Don't post anything back before you've had a yarn with us first.

Refunds

Once we've got your return and given it a once-over, we'll let you know if it's approved. Approved refunds go back to your original payment method, usually within 5-10 business days. Any Billy Bucks you spent on the order come back to your wallet where applicable.

Not sure?

Not sure if your item qualifies? Just ask - 02 4627 3681 or info@billymate.com.au.