Refund policy

If you are a business customer, please contact your bouncee@bouncee.com.au to discuss our business returns and warranty policies.

Change of Mind – Returns & Exchanges

Please contact us at bouncee@bouncee.com.au if you wish to return or exchange a product for change of mind.

Please note that our change of mind returns apply only where you are an individual placing an order for the products.

Criteria for Change of Minds Returns and Exchanges

We offer exchanges (subject to stock availability) or a 100% refund for products for change of mind where we determine (at our absolute discretion) the following criteria is met:

1. you have provided the proof of purchase and you purchased the products within 14 days prior to the request for an exchange or refund;
2. the products are in their original condition and have not been used, damaged, tampered with or altered;
3. the products are in their original undamaged packaging with all product tags still intact; and
4. the products are not gift vouchers.

We will not cover the costs of delivery or re-delivery for a change of mind return. You must cover these yourself. You may have rights under the Australian Consumer Law (see below) in addition to change of mind returns and exchanges.

Defects – Returns of Faulty Products

In Australia, our goods come with guarantees which 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.

In addition to any other rights, you may have under the Australian Consumer Law we warrant to you that the product we supply to you will be free from defects for 12 month (Warranty).

What is a defect?

Our Warranty applies to any fault, error or defects in the products (Defect).

What do you need to do to claim the Warranty?

Within 30 days after the delivery of the products, you believe you have a product the subject of a Defect, you must cease using the product and contact us in writing along with a photo and description of the Defect. If we ask you to, you must return to us the defective products, together with all packaging, parts, documentation and proof of purchase to the contact details set out below. 

Where you return a product as part of Defect claim, you will need to cover any associated costs of you returning the products to us and where we find the product is covered by our Defect, we will refund the associated costs of you returning the product to us.

When we receive the products you return, we will assess the alleged Defect and make a determination as to whether the claim is valid under our Warranty.

What will we do if you make a successful claim under our Warranty?

We will, at our own cost: replace the product (the decision of whether to repair or replace is at our sole discretion); or

if we are unable to replace the product, we will offer you a choice of a credit, refund or compensation as applicable to the Defect.

Damage not covered by our Warranty.

The following damage is not covered by our Warranty:

  1. normal wear and tear;
  2. discolouration; or
  3. aesthetic blemishes.