Refund & Returns Policy
This Refund & Returns Policy outlines your rights and our procedures for returns, refunds, replacements, exchanges, and dispute resolution at Bonnyrigg Produce & Garden Supplies. This policy operates alongside your rights under the Australian Consumer Law (ACL).
30-Day Return Policy
We offer a 30-day return period, meaning you have 30 days from receiving your order to request a return, where applicable.
Eligibility for Returns
To be eligible for a return:
- The item must be unused, unworn, and in its original condition.
- The item must be returned with its original packaging, accessories, manuals, and tags (where applicable).
- You must provide proof of purchase (receipt, order confirmation, or invoice).
Some products may not be eligible for return due to hygiene, safety, perishability, or manufacturer restrictions unless required under Australian Consumer Law.
How to Request a Return
Before returning any product, you must contact our customer support team.
Email: sales@bpgsupplies.com.au
Phone: 02 9823 6690
Once your request has been reviewed, we will provide:
- Return authorisation (if applicable)
- Return instructions
- Return shipping details
- Any additional information required to assess your request
Items returned without prior authorisation may not be accepted or may delay the assessment process.
Australian Consumer Law (ACL)
Our goods and services 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 goods repaired or replaced if they fail to be of acceptable quality, and the failure does not constitute a major failure.
Faulty, Damaged, or Incorrect Products
Please inspect your order as soon as it arrives.
If your item is:
- Damaged during delivery
- Faulty
- Defective
- Incorrect
- Missing parts
Please contact us as soon as possible at sales@bpgsupplies.com.au so we can investigate and resolve the issue promptly.
Where possible, please include:
- Your order number
- Photos of the product
- Photos of the packaging
- A description of the issue
Assessment of Returned Products
Returned products may be inspected before a refund, repair or replacement is approved.
The assessment helps determine:
- Whether the reported fault exists
- Whether the issue resulted from manufacturing defects
- Whether the damage was caused by misuse, accidental damage, incorrect installation, or normal wear and tear
Where necessary, products may be assessed by the manufacturer or authorised supplier.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
If approved, refunds will be processed to the original payment method within a reasonable timeframe.
Shipping costs are generally non-refundable unless required under Australian Consumer Law or where we supplied an incorrect or faulty product.
Exchanges
Where appropriate, we may offer a replacement or exchange instead of a refund.
Chargebacks and Payment Disputes
If you experience any issue with your order, we encourage you to contact our customer support team before initiating a chargeback or payment dispute with your bank or card provider.
Many issues, including delivery delays, damaged products, incorrect items, or refund requests, can usually be resolved much faster by contacting us directly.
If a chargeback is initiated after goods have been successfully delivered, we reserve the right to provide all relevant evidence to the payment provider or financial institution, including but not limited to:
- Order confirmation
- Payment records
- Delivery confirmation
- Carrier tracking information
- Delivery photographs (where available)
- Customer correspondence
- Product descriptions
- Our published store policies
Where a chargeback is approved by the customer's financial institution, and the goods have not been returned, we reserve all rights available under Australian law to recover the goods or their value where applicable.
Nothing in this section limits or excludes your rights under the Australian Consumer Law.
Commercial Use
Our voluntary warranty may not apply where products are purchased primarily for commercial or business use unless expressly stated.
This does not affect your rights under the Australian Consumer Law.
Contact Us
If you have any questions regarding returns, refunds, or your order, please contact us.
Bonnyrigg Produce & Garden Supplies
Email: sales@bpgsupplies.com.au
Phone: 02 9823 6690
Last Updated
14 July 202