Returns & Replacement

Bulk Buys Return and Replacement Policy

At Bulk Buys, we understand that you may need to return a purchase. We want to make the returns process as simple and easy as possible for you. Our returns policy is in addition to your rights under the Australian Consumer Law.

To begin your return process please ensure you read our Return Policy, then lodge a Returns Request via our Returns application form.

Consumer Guarantees

All goods sold on bulkbuys.com.au 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.

For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value
• You are also entitled to be compensated for any other reasonably foreseeable loss or damage

Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Bulk Buys will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.

Proof of purchase

Refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents for change of mind:

• Online Tax Invoice (order confirmations will not be accepted)
• Packing slip included in all online purchases

Please note that our team members are not responsible for proving your purchase. You must supply the proof of purchase, for our team members to validate.

Change of Mind Returns – 14 Days

If you have changed your mind about your purchase, Bulk Buys will be pleased to offer you a refund or store credit (at our discretion) for the value of the goods being returned, provided that the item in question is:

• Returned within 14 days of receiving the order
• The item is in re-saleable condition, including its original packaging, is unused with no damage and as sold (including any package seals (if any) being unbroken).
• We only accept change of mind returns on products that are dispatched from Bulk Buys and are eligible for change of mind returns.
• On the basis that risk in the goods remains with the customer until received by Bulk Buys, including up until we receive the product.
• Provided a return authorisation is obtained from Bulk Buys in advance of goods being returned
• The product must be returned and received by us within 30 business days of your request to return your product.
• The product will remain your responsibility during transit until they are received at the address supplied by our staff. We do not accept any liability for any loss or damage which may occur during transit.
• You will be responsible for the cost and risk of returning goods, including the cost of return shipping. If the item is not received by us, you will not be eligible for a credit or refund. We recommend you insure high value items that you return for a change of mind.
• You are able to provide satisfactory proof of purchase

Unless Australian Consumer Law applies, change of mind returns are not available for the following items and categories:

• Bulk Cleaning Chemicals that are either 5, 10, 15, 20 or 25 Litre/kg
• Bundled Items or Bundle Deals
• Food & beverages
• Cosmetics & Beauty products
• Feminine hygiene and incontinence
• Custom orders (including large volume, specially priced quoted orders)
• Hygiene products (including reusable and disposable face masks, face shields, respirators, hand sanitizers, first aid, toilet paper and paper hand towels)
• Large or bulky appliances and equipment.
• Clearance sale items and other specially purchased products or products specifically tailored for the customer’s requirements, which may not be returned
• We cannot accept change of mind returns on items that come in sealed packages or boxes where seals are damaged or broken.
• 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 towels, 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.

Remedies for defective goods are still available on the above excluded items and categories.

Our team members will assess the Return Application to determine whether a refund will be offered in accordance with our Returns Policy.

We reserve the right to make changes to this Change of Mind Policy without notice.

Shipping costs are non-refundable. If you ordered an item incorrectly or changed your mind, we will accept the product, if it complies with the requirements of our policy, 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.

We recommend using a postage service that includes tracking in case there is an issue with delivery. Remember to take note of the tracking number as this is proof that you’ve returned the item to the correct address.

You may be provided with a product refund or store credit (at our discretion) only when the returned product is received, and it complies with the requirements of our policy. Refunds can only be paid in the same tender as the original purchase. If the returned item does not meet the conditions of this policy, you will be responsible for the cost of receiving your returned goods back to your nominated address.

This policy is not intended to exclude or limit any statutory rights which a customer may have.

Faulty or Damaged Goods Returns

We aim to provide you with quality products. If you have received a product with a defect, please lodge a return request via our Returns Application Form as soon as possible so we can investigate the issue and, where required, provide you with instructions on how to return your goods.

Where an item is damaged through misuse, fair wear and tear, neglect or abnormal use, Bulk Buys will not provide a refund, exchange or repair. If the product is found not to have a defect, deemed out of warranty, or you otherwise do not have a remedy for a failure to comply with the consumer guarantees under the Australian Consumer Law, we will contact you to determine whether you want us to dispose of the product or return the product to you at your expense.

If the product is confirmed to have a defect, we will replace or repair the product (if repair is reasonably possible) or refund the price of the product to your original payment method, as appropriate. If the product is confirmed to have a major defect, you are entitled to choose whether you want us to replace or repair (if repair is reasonably possible) the product or refund the price of the product to your original payment method.

The faulty item will become the property of bulkbuys.com.au.

To lodge a claim:

• Contact our Customer Care Centre by lodging a request via our Returns application form.
• Select the ‘Faulty or Damaged Goods’ option in the drop down box.

• Ensure you provide a detailed description of the fault or damage
• Include photos and/or a short video demonstrating the damage or fault with your product.
• If you have more than one product to return, please select the ‘Add another item to return’ option in the drop down menu and add these products separately.

• Once completed, select ‘Submit’ to lodge your claim. Our customer care team will be in contact with you.

Product Shortages or Incorrect Deliveries – 7 Days

Any claims for product shortages, delivery errors including non-delivery, delivery of incorrect quantities or incorrect goods are to be reported within 7 days of receiving the goods, without exception. Be sure to check your deliveries upon receipt. Bulk Buys guarantees a minimum of 4 weeks shelf life remaining on all food and drink products at time of order processing, unless stated otherwise in the product description or title. We will require photographic evidence of these.

Please ensure you check our product dispatch days, shipping details will be confirmed by email once your product dispatch day has been reached.

A little reminder – If you’ve purchased several items, they may not all be dispatched together and you may receive multiple shipments. Some of our suppliers also do not provide tracking.

You may receive multiple shipping confirmation emails if you have purchased products dispatched from different locations/suppliers.

If you require assistance, please let us know and our staff will be happy to investigate with the courier company to track down your parcel. The investigation process can take up to 14 working days to resolve. Once our team receives an outcome from the courier company, we will be in contact with you immediately with a resolution.

If you have however received the incorrect products or quantities please ensure you lodge a claim within 7 days of receiving your delivery.

To lodge a claim:

• Contact our Customer Care Centre by lodging a request via our Returns application form.
• Select the ‘Incorrect Delivery’ option in the drop down box.

• Ensure you provide a detailed description of the missing products and/or the incorrect items you’ve received.
• Include photos and/or a short video showing the incorrect items and/or packaging received for missing items.
• If you have more than one product to report, please select the ‘Add another item to return’ option in the drop down menu and add these products separately.

• Once completed, select ‘Submit’ to lodge your claim. Our customer care team will be in contact with you.

Return To Sender Fee

Please contact us in a timely manner if there is a failed delivery attempt or service interruption. Couriers will return parcels they have not been able to deliver within 5 business days of the first attempt. When your order is dispatched, you will be provided with a confirmation email. If your order has been shipped with a courier service, you will receive a tracking number which you can click to open.

If you do not contact us to advise of the issue and the parcel is returned to us, you may be required to pay a Return to Sender + Reshipment of goods Fee.

Shipping costs are non-refundable. If your order was returned back to us by a courier, and you require a refund on the returned order, we will refund you less original shipping costs. If you require a reshipment of the returned order, you will be required to cover the reshipment fees for the order.