Refund policy

Online/Retail Orders:

  • Order Processing: Orders are processed quickly. Cancellation is difficult once an order is in the system, especially if it has been manifested, picked, packed, handed to the courier, or ordered with a supplier for non-stock items. Postage costs are non-refundable once tracking is issued.
  • Change of Mind: Refunds are only sometimes provided for change of mind or incorrect decisions.
  • Delivery Address: The customer is responsible for entering the correct delivery address during order placement.
  • Tracking Delays: There may be delays before your package is scanned and registered in the tracking system.
  • Out of Stock: Occasionally, we encounter inventory errors. If an item is not in stock when we go to pack your online order, we will place a supplier order, but please be aware that this may result in a delivery delay. 

Call us directly for urgent issues so we can intercept a shipment more effectively. While we aim to respond to emails within 1-2 business days, Monday to Friday, we appreciate your patience.

Return/Exchange and Refund Policy

At B-Protected, we aim to provide excellent service. If you need an exchange, price adjustment, cancellation, or refund, we may offer options at our discretion under certain conditions. 

  1. General: If the exchange item is out of stock with us, exchanges may not be possible due to supplier minimums and associated costs. We reserve the right to issue a refund or may offer the option to wait for our next order with the supplier.
  2. Like for Like: We only accommodate exchanges for different sizes or colours of the same item, if you wish to exchange for a different item, we will process a refund for the original purchase and require you to place a new order. 
  3. Postage Costs: The customer is responsible for return postage charges. The original shipping costs for your order will not be refunded. B-Protected will cover the postage for a single exchange back to the customer.
  4. Responsibility & Tracking: Always keep a record of your return tracking number to us. All returns and exchanges remain the responsibility of the purchaser until received by B-Protected. Refunds will be processed at the original purchase price, and delivery charges will not be refunded. If mailing the items, please retain the tracking number for proof of return and provide it to us for easy tracing.
  5. Return Request: To initiate a return request, please obtain authorization by emailing us at enquiry@b-protected.com.au.
  6. Stock Items: If an item is not a stock line, it must be returnable to our supplier by B-Protected and eligible for us to receive a credit.
  7. Proof of Purchase: Valid proof of purchase, such as an order or invoice number, must be provided.
  8. Condition of Items: Items must be unworn, unwashed, and unused, with all original tags and sealed packaging or boxes (where applicable) intact.
  9. Timeframe: Returns must be requested and returned within two weeks from the date of receipt. Allow up to 5 business days from the arrival of goods for processing. If an exchange is not in stock and needs to be ordered, processing may take longer.
  10. Return Options: If approved, you can return the items to our store (Monday to Friday, 8:30 AM to 5:30 PM) or via Australia Post at your own expense.

Faulty Products and Goods Policy

At B-Protected, we respect your rights under Australian Consumer Law, which cannot be excluded or limited. This means:

  1. Goods: If you receive faulty products, we may offer to replace them, repair them, or cover the cost of replacement or repair.
  2. Proof of Purchase: A satisfactory proof of purchase is required to obtain a solution.
  3. Postage Costs: The customer is responsible for return postage costs. If mailing the items, please retain the tracking number for proof of return and provide it to us for easy tracing.
  4. Return for Faulty Products: We accept returns for faulty products within a reasonable time from the date of purchase. Faults or defects do not include normal wear and tear, and decisions are subject to the manufacturer’s discretion.
  5. Assessment Process: Returned items often need to be sent to the manufacturer or supplier for a quality assurance inspection, which may take some time. Please note that decisions cannot be based solely on photos; the items must be returned for evaluation.
  6. Consumer Guarantees: For more information on Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au.

We appreciate your patience and understanding as we work to resolve any issues with faulty products.

Delivery Policy

At B-Protected, we deliver products Australia-wide, selecting from various couriers based on your location, order weight, and size. Shipping costs are calculated in the shopping cart and added to the order total before checkout.

Shipping Destinations:

We currently do NOT accept international orders through our website.

For guidance or assistance, please contact our customer service team. Email: enquiry@b-protected.com.au