We understand things don’t always go to plan and issues with your order can arise.
Damaged or Faulty Goods
We take great pride in the quality of our products and our processes. Although we take every care in packing your order, sometimes goods can be damaged in transit or other issues may arise with our products. If any such issues arise we are dedicated to making sure you are satisfied with your purchase.
This rarely happens! On the off chance we’ve made an error, we would be more than happy to fix the issue by sending you the correct goods.
Change of Mind
If you’ve changed your mind and want to return a product we would be more than happy to refund the purchase price or exchange those products subject to the following conditions:
- Item(s) must be returned within 14 days of receiving.
- Item(s) need to be unused, unopened and in their original packaging with all original tags/labels attached.
If you request a refund, the purchase price (excluding delivery charges for online) will be refunded to you using the original payment method once we have received the returned item back and confirmed that it meets conditions 1-2 above. You are responsible for any costs associated with returning the item to us including any currency conversion and/or local or international taxes.
We use Australia Post to deliver all orders in Australia, outside of Australia we use local carriers to deliver your order.
- Delivery address provided was incorrect or incomplete. BYS will resend your parcel once you provide complete delivery details and may charge you an additional delivery fee. Alternatively you may seek a refund (excluding delivery charges for online) BYS may exercise its discretion in these instances.
- Order status states delivered but you have not received the goods. Within Australia you will have to lodge a delivery dispute with Australia Post to investigate what happened (simply call 13 7678 and quote your tracking number). BYS cannot do this on your behalf. Outside of Australia please contact customer service by emailing firstname.lastname@example.org to investigate the issue.
If you meet any of the above you should contact customer service by emailing email@example.com for instructions on how to complete a refund, return or excahnge.