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BONGSTA

Shipping & Returns

Shipping & Returns Policy

Effective Date: 15 August 2025

This Shipping & Returns Policy applies to all purchases made through bongsta.com.au. By placing an order, you agree to the terms outlined below. Please read carefully before making a purchase.

1. Shipping Policy

  • We currently ship within Australia only. International orders are not accepted at this time.
  • Orders are processed within 1–3 business days after full payment is received. Processing times may be longer during sales events, high-volume periods, or public holidays.
  • We ship using reputable carriers. Delivery timeframes vary depending on your location and carrier service levels. Any estimated delivery times are provided as a guide only and are not guaranteed.
  • Once an order has been dispatched, we will provide tracking details via email. It is your responsibility to monitor the tracking status and contact the carrier for any delivery issues.
  • Risk of loss or damage passes to you once the order is handed over to the carrier for delivery to your nominated shipping address.
  • If your order contains age-restricted products, you may be required to provide proof of age upon delivery. Failure to do so may result in the order being returned to us, and you will be responsible for any re-delivery fees.
  • We are not responsible for delays, losses, or seizures caused by postal services, customs authorities, or law enforcement.

2. Address Accuracy & Delivery Issues

  • Please ensure your shipping details are accurate and complete before placing your order.
  • Orders sent to an incorrect address provided by the customer will not be eligible for replacement or refund.
  • If your package is returned to us due to an incorrect address, failure to collect, or refusal of delivery, you will be charged re-delivery costs. If you choose not to have the order re-shipped, no refund will be provided for the goods.

3. Returns & Refunds Policy

  • All sales are final. We do not accept returns, exchanges, or cancellations for change of mind, incorrect purchases, or buyer’s remorse.
  • Due to health, safety, and hygiene laws, once products have been dispatched, they cannot be returned for resale unless they are faulty or not as described.
  • Under the Australian Consumer Law (“ACL”), you are entitled to a refund, repair, or replacement if the goods are faulty, unsafe, not as described, or unfit for purpose.
  • Claims under the ACL must be made within 14 days of delivery and supported by:
    • Proof of purchase (order number or receipt)
    • Clear photographs or videos of the product and original packaging
    • A written description of the fault or issue

4. Damaged, Faulty, or Incorrect Items

  • If your order arrives damaged, defective, or incorrect, notify us within 48 hours of delivery at hello@bongsta.com.au.
  • Include your order number, description of the issue, and supporting evidence (photos or videos).
  • We may request the return of the faulty or incorrect item for inspection before issuing a replacement or refund.
  • If a product is found to be faulty due to misuse, negligence, or failure to follow care instructions, no refund or replacement will be provided.

5. Lost or Stolen Packages

  • Once a carrier marks an order as “delivered,” we are not responsible for lost, missing, or stolen packages.
  • If your package is lost in transit before delivery, contact us so we can open an investigation with the carrier. Investigations may take up to 10 business days.
  • Replacements or refunds for lost parcels will only be issued if the carrier confirms the package could not be delivered and is deemed lost.
  • We recommend selecting delivery options that require a signature to reduce the risk of theft.

6. Customer Responsibilities

  • Provide an accurate delivery address and contact details when placing your order.
  • Be available to accept deliveries requiring a signature or arrange timely collection from the post office or depot.
  • Inspect your order upon delivery and report any issues immediately.
  • Retain all packaging until any claim or return process is completed.

7. Contact Us

For all shipping or returns inquiries, please contact us:

Bongsta
Email: hello@bongsta.com.au
Sydney, NSW, Australia