Refund policy

We take care with every order, but if something isn't right, we'll fix it. This policy covers returns, refunds and exchanges for orders placed on bys.com.au.

Faulty, damaged or incorrect items

If an item arrives damaged, turns out to be faulty, or isn't what you ordered, email orders@bys.com.au with your order number and a photo of the item. We'll send you a replacement or the correct item, or give you a refund. If we need the item back, we'll tell you how to return it and cover the cost.

Your rights under Australian Consumer Law

Our goods 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights.

Change of mind

If you change your mind about an item, you can return it for a refund or exchange within 14 days of receiving it. The item must be unused, unopened and in its original packaging, with all tags and labels attached.

Once we've received the item and checked it meets these conditions, we'll refund the price you paid for it to your original payment method. We don't refund the original delivery charge, and you pay the postage to send a change-of-mind return to us.

How to return an item

Email orders@bys.com.au with your order number and the item you're returning, and we'll send you the return address and instructions. Please contact us before sending anything back so we can match your return to your order.

When you'll see your refund

Once we've processed your refund, it can take a few business days for your bank or PayPal to show it.

Delivery problems

For lost, delayed or damaged parcels, or a parcel sent to the wrong address, see our Shipping Policy.