Return and Replacement Policy
Bulk Buys may accept returns for any unopened, unused products within 14 days from invoice date. It is important that all original packaging is included to qualify for a refund. Shipping costs are non-refundable. If you ordered an item incorrectly or changed your mind, we will accept the unopened, unused product and refund you less original shipping costs. Shipping costs are the costs incurred by Bulk Buys, in shipping the product to you. Although you might have received ‘Free Shipping’, costs were still incurred by Bulk Buys, and will be deducted from your refund. We will only cover for return shipping only when products delivered are defective, damaged or the wrong product was received from what was ordered.
Some items do not qualify for refunds (unless defective/damaged/wrongly sent). These include food & beverages, face masks, custom orders (including large volume, specially priced quoted orders) and medicines. Further, some special order items are not returnable.
In light of COVID-19 pandemic, we have seen some customers purchase more than 'normal' volumes of certain products (i.e. toilet tissue, hand sanitisers, paper/hand towel, face masks, etc). We will not refund items that are deemed to have been purchased in this manner on the basis of change of mind after they have been shipped.
Damage Claims or Shortages
Any claims for damage and/or shortages are to be reported within one week of receiving the goods, without exception. Be sure to check your deliveries upon receipt. In the event of receiving a damaged product, please contact us. We will require photos of damages to the product and to the packaging.
Returning purchased items is simple and quick. Here are the steps:
Simply contact the Bulk Buys customer service team via email at firstname.lastname@example.org and provide:
- A reason for each item(s) you are returning and action you want (i.e. replacement)
- A photograph of the items you are wanting to cancel and/or exchange. Please also include a picture or the packaging you have received your order in.
- Confirmation/update of your contact information
- A comment (if necessary) for additional details
Upon your return request, we will usually reply within 24 business hours with a returns authorisation. If you are outside of our local area, and the product is defective, damaged or wrongly sent, we will be in contact with you to organise collection of the item or provide you with a reply paid post bag to collect the item. If the product is not defective, damaged or wrongly sent, you will need to organise a trackable way to send back the product at your cost.
Once your return request has been approved, you will be provided with an address to ship out your returning items. Please allow as little as 7 days but up to 21 days for returns to be processed and credit issued after we receive the product in our warehouse. A refund will be issued to your original form of payment.
Items may not be cancelled once an order has been placed and processed. After you receive your order, simply follow our return instructions or call our customer service team at (03) 9357 7141 during normal business hours to make a replacement order.