Shipping and Refund Policy – Bakgat Aussie

Shipping and Delivery

What is a pre-order?

Sometimes we can completely sell out before our next round of stock reaches our fulfilment centre. If this happens, we will put products up for pre-order before they’ve arrived. We know what date our stock is due to arrive, so this is the date in brackets next to the product name. Provided stock arrives at our warehouse when expected, all orders will then be shipped out to our customers on that specified date.

Order Confirmation

On receipt and full payment of your order, an email confirmation will be sent to the email address you entered at checkout to confirm your order.

If you did not receive a confirmation email within a few minutes of successfully placing your order, then you may have entered your email address incorrectly. Another reason you may not have received the email is your ISP flagged our confirmation email as spam. All confirmation emails are sent from sales@bakgataussie.com.au.

Please contact us by email with your full name and order number and we will confirm your order.

How does shipping and delivery work?

Once an order is placed, our team will carefully collect your item(s) and package it, so please allow up to 72 hours for our team to pick and pack your order. All orders are sent when all the item(s) on the order are ready in full – this means that if you have a pre-order item in your order, we will wait until that latest item is available and then send your order out.
You can expect your parcel within two (2) – nine (9) business days. For Western Australia, Northern Territory and remote area orders please allow up to 3 weeks and in some cases longer.
A number of delivery methods may be used depending on the type of order. When we ship your order, you will receive a confirmation email with a tracking number. Please don’t stress if there are no scan events within the first 24 hours – the system can take a day or so to catch up.
The delivery time is subject to stock availability. If the item has a specified “sent” date beside it in brackets this means the item is a pre-sale purchase and you will receive that item in two (2) – nine (9) business days from this “sent” date, provided the stock arrives at our warehouse when expected.
If your order does not arrive within nine (9) business days, please contact us at the following email address admin@bakgataussie.com.au so that we can follow it up with the courier. We guarantee your parcel’s delivery by requiring a signature on arrival. If you accept “leave in a safe place” directly with our courier, we will no longer take responsibility for the package. If you are not available to sign for the parcel, the parcel will be redirected to the nearest courier depot. You are then responsible for collection of the parcel from that depot or paying an additional charge for re-delivery.
Please note: that if you purchase a pre-sale item and an in-stock item in the same order, both items will be sent out at the same time once all stock is available at our warehouse for dispatch.

Can I change my delivery address?

Provided your order has not been shipped, please send us the new details and quote your order number at the following email address sales@bakgataussie.com.au and we can amend this for you.

Unfortunately we cannot offer a refund or replacement for incorrect addresses provided.

Please note: we can only send your order to the address you provide on your order – if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it and do not take responsibility for it, so please check your address carefully!

Do you ship internationally?

We currently only ship within Australia, however this may change in the future.

Stock availability

Bakgat Aussie will endeavour to ensure that products displayed on the Site are available. However, we cannot guarantee stock availability. As such, Bakgat Aussie will not be liable for stock unavailability or for any direct, indirect, incidental, special, consequential or exemplary damages, damages from loss of profits, goodwill, data or other intangible losses, due to stocks being unavailable for purchase.

Can I cancel my order?

If you need to cancel your order you must notify Bakgat Aussie immediately by email at sales@bakgataussie.com.au stating your full name and order number. Once orders are dispatched, cancellation of an order cannot be effected.

Returns

Customer satisfaction and service is of great importance to us at Bakgat Aussie. If you are dissatisfied with any of our products or services please feel free to email us at sales@bakgataussie.com.au.

If any of our products are found to be damaged or different from what you ordered, you may request a refund. We offer returns for 30 days from the date your order is delivered/received.

However, not all items are eligible for return. Only regular priced items may be refunded, unfortunately sale items cannot be refunded as well as where noted on the products page and/or at checkout. To be eligible for a return:

Item/s must be initiated for return and place in the post within 30 days of the date your order is delivered/received.
Item/s were not marked ‘Final Sale’, ‘Sale’ or ‘Non-Returnable’ at the time of purchase, unless faulty.
Item/s must be returned in the original packaging, and in the ‘as new’ condition you received it. This includes attached swing tag and specialty packaging.
You must provide a photo of your item/s prior to shipping so that we can assess the condition.
Please note: if you claim a refund on a bundle, the bundle pricing is no longer valid. The items you keep will default to the current sale price and a refund will be given for the remaining amount. Example: purchased Bakgat Aussie T-Shirt Twin Pack for $80. Returned one T-Shirt, current sale price = $46. Your refund is $80-$46 = $34. The above is only an example, the total amount owed will be calculated at the time your refund is requested.
Please email sales@bakgataussie.com.au to initiate your return.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at admin@bakgataussie.com.au.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@bakgataussie.com.au and send your item to: 42/45 Deakin Street, Kangaroo Point QLD 4169.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: 42/45 Deakin Street, Kangaroo Point QLD 4169.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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Last update: March 2024