Returns & Refunds

Who handles your return

The store you bought from handles your return. Every store on Btab has its own returns page and contact, shown at checkout and on your order confirmation, and your order page has a Return an item button that goes straight to that store. Start there.

Btab is the platform behind the store. Where your order confirmation and tax invoice name BTAB Ecommerce Services Pty Ltd (ABN 82 631 309 263) as the seller, Btab stands behind the order: if the store has not responded within 3 business days, or you cannot reach it, write to [email protected] with your order number and we take it from there. Stores that sell in their own name handle returns themselves under the same rules below.

Faulty, damaged, wrong or not as described

Under the Australian Consumer Law, goods must be of acceptable quality, match their description and be fit for purpose. If an item arrives damaged, is faulty, is not what was described, or is the wrong item:

• the store will repair, replace or refund it, as the law requires, and for a major failure you choose between a refund and a replacement;
• there is no fixed window — these guarantees last for a reasonable time after purchase;
• you do not pay to return it: the store arranges or reimburses the return freight;
• a store's own returns settings can never reduce these rights.

Tell the store within a few days of delivery if something arrived damaged, with a photo if you can, so it can claim against the carrier.

Change of mind

Change-of-mind returns are offered at each store's discretion. A store may offer a 14-day or 30-day window counted from the day your order is delivered, or none at all. What applies to you is shown on the store's Returns policy page and at checkout, and your order page will offer a change-of-mind return only while that window is open.

When a store offers it:

• the item must be unused, in its original packaging and in resaleable condition;
• you pay the cost of returning it unless the store says otherwise;
• the remedy is a refund of the item price. Original delivery charges are not refunded unless the whole order was faulty.

Made-to-order, custom-configured and clearance items are excluded from change-of-mind returns unless the store says otherwise. Quote-only (enquiry) orders follow the terms stated on the accepted quote.

How to start a return

1. Open the order page from your order confirmation or delivery email and choose Return an item. Pick the items, the reason and the remedy you want; add photos for damage.
2. The store confirms the next step by email — usually a prepaid label or a collection for faulty goods, or the return address for a change-of-mind return. If you hear nothing within 3 business days, email [email protected].
3. Send the item back within 14 days of that confirmation, packed so it cannot be damaged in transit.

If you cannot reach the order page, use the store's contact details from your order confirmation; if that fails, email [email protected] with your order number.

Refunds

Refunds go back to the payment method you used, normally within 10 business days of the store approving the return. Bank-transfer orders are refunded to the account you paid from; give the store the details when you request the return. Replacements ship at no charge once the returned item is received or the fault is confirmed.

Cancellations

You can cancel an order before it is dispatched from your order page or by contacting the store; a cancelled order is refunded in full. Once an item has been dispatched, the returns rules above apply.

Questions and disputes

Contact the store first, using the details on your order confirmation. If the store does not resolve it, email [email protected] with your order number. If a consumer-guarantee claim still cannot be resolved, you can contact your state or territory consumer protection agency or the ACCC. Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law.

Contact

BTAB Ecommerce Services Pty Ltd (ABN 82 631 309 263), Australia — [email protected].