Refund Policy
Returns and Refunds Policy
This policy applies to purchases made through our website only and operates in accordance with Australian Consumer Law.
Online Orders
Orders placed directly through our website are generally final sale and are not eligible for return or refund, except where required by Australian Consumer Law or where a return is approved at our discretion.
Change of Mind Returns
Where a return is approved due to change of mind, the following conditions apply:
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The return request must be made within 14 days of receiving the item
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A 20 percent restocking and handling fee will be deducted from the refund amount
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The item must be unused, uninstalled, and in the same condition as received
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Original packaging, accessories, and proof of purchase are required
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Return shipping costs are the responsibility of the customer
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Original delivery and handling fees are non refundable
Items returned without prior approval will not be accepted.
Non Returnable Items
The following items are not eligible for return or refund:
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Products collected from our warehouse or offline shop by the customer or any third party arranged by the customer
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Custom made, special order, or personalised products
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Clearance or sale items
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Gift cards
Damaged, Faulty, or Incorrect Items
Please inspect your order upon delivery and contact us within 24 hours if the item is damaged, faulty, or incorrect.
Where a product is confirmed to be faulty or damaged due to manufacturing issues or transit damage, we will assess the matter in accordance with Australian Consumer Law and our Warranty Policy.
Exchanges
We do not offer direct exchanges.
If a return is approved, the fastest way to receive a replacement item is to place a new order separately.
Refunds
Once an approved return is received and inspected, we will notify you of the outcome.
Approved refunds will be processed to the original payment method, minus any applicable fees.
Please note that processing times may vary depending on your bank or payment provider.
How to Request a Return
To request a return, please contact us at:
Email: info@bistone.com.au
Please include your order number, invoice, reason for return, and supporting photos where applicable.
Important Notice
This policy does not affect your rights under Australian Consumer Law.