RETURNS & REFUNDS POLICY

Last Updated: 14 November 2026

At bonitaHAUS, customer satisfaction is important to us. We want you to feel confident when purchasing products through our online store.

This Returns & Refunds Policy explains how we handle returns, refunds, replacements and product-related concerns.

Our policy operates in accordance with the Australian Consumer Law (ACL), including the consumer guarantees provided under the Competition and Consumer Act 2010 (Cth).

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to customers under Australian law.

1. AUSTRALIAN CONSUMER LAW

1.1. All products purchased through our website are covered by applicable Australian Consumer Law consumer guarantees.

1.2. These guarantees provide customers with certain rights where products:

• Are faulty or defective.
• Are not of acceptable quality.
• Do not match their description.
• Are not fit for a disclosed purpose.
• Do not meet other applicable consumer guarantees.

1.3. Depending on the nature and seriousness of the problem, customers may be entitled to a repair, replacement, refund or other appropriate remedy.

1.4. Where a product has a major failure, customers are generally entitled to choose between a refund and replacement.

1.5. Where a product has a minor failure that can be remedied, we may be entitled to provide a repair or other appropriate remedy within a reasonable time.

1.6. Our use of third-party suppliers and overseas fulfilment partners does not affect your rights under Australian Consumer Law.

2. FAULTY, DAMAGED OR DEFECTIVE PRODUCTS

2.1. If you receive a product that is faulty, damaged, defective or otherwise fails to meet an applicable consumer guarantee, please contact us as soon as reasonably possible.

2.2. To help us assess your request, we may ask you to provide:

• Your order number or proof of purchase.
• A description of the issue.
• Photographs or videos showing the problem, where appropriate.
• Other reasonable information relevant to assessing the claim.

2.3. Once we have received the relevant information, we will assess the issue and determine the appropriate remedy under Australian Consumer Law.

2.4. Depending on the circumstances, the available remedy may include:

• A refund.
• A replacement product.
• A repair.
• Another appropriate resolution.

2.5. Where a product has a major failure, you may choose a refund or replacement, subject to your statutory rights.

2.6. We may request that a product be returned for inspection or assessment where reasonably necessary.

2.7. Where we are responsible for the return costs under Australian Consumer Law, we will cover the reasonable costs of returning the product or arranging collection.

2.8. Customers will not be required to return faulty products overseas at their own expense where this would be inconsistent with their consumer rights.

3. INCORRECT ITEMS RECEIVED

3.1. If you receive an item that differs from the product you ordered, please contact our customer support team.

3.2. We may request photographs of the item and its packaging to help verify the issue.

3.3. Once the issue has been confirmed, we will arrange an appropriate resolution, which may include:

• Sending the correct product.
• Providing a replacement.
• Issuing a refund.

3.4. We will cover reasonable costs associated with resolving an incorrect-item issue where we are responsible for the error.

4. CHANGE OF MIND RETURNS

4.1. We understand that customers may occasionally change their minds after making a purchase.

4.2. Unless expressly stated otherwise on our website or at the time of purchase, we do not offer refunds or exchanges solely because a customer:

• Changes their mind.
• No longer wants the product.
• Selects the wrong product.
• Orders the wrong size, colour or variation.
• Finds a product unsuitable for personal preferences where it matches its description and applicable consumer guarantees.

4.3. Any voluntary change-of-mind return arrangement offered by us will be subject to the conditions communicated at the time of purchase.

4.4. Nothing in this section affects your rights under Australian Consumer Law.

5. PRODUCTS NOT ELIGIBLE FOR CHANGE-OF-MIND RETURNS

5.1. Where we offer voluntary change-of-mind returns, certain product categories may be excluded for legitimate reasons.

5.2. These may include:

• Personalised or custom-made products.
• Products made to specific customer requirements.
• Products that cannot reasonably be returned due to hygiene or health reasons once opened or unsealed, where appropriate.
• Digital products or downloadable content, where applicable.
• Products specifically identified as non-returnable before purchase, where legally permitted.

5.3. These exclusions apply only to voluntary change-of-mind returns and do not remove any rights customers have in relation to faulty, defective or otherwise non-compliant products under Australian Consumer Law.

6. RETURN REQUEST PROCESS

6.1. Customers wishing to request a return or refund should contact us using the customer support email provided on our website.

6.2. Please include the following information:

• Full name.
• Order number.
• Product purchased.
• Reason for the return or refund request.
• Supporting photographs or documentation, where relevant.

6.3. Our customer support team will review the request and provide instructions on the next steps.

6.4. Where a return is required, we will provide the appropriate return address and instructions.

6.5. As we operate a dropshipping fulfilment model, return instructions and return locations may vary depending on the product and supplier.

6.6. Customers should not send products to a supplier or warehouse without first receiving return instructions from us.

6.7. We will not require customers to communicate directly with our suppliers to obtain a remedy.

7. RETURN SHIPPING COSTS

7.1. Where a return is necessary because a product is faulty, defective, damaged, incorrect or otherwise fails to meet an applicable consumer guarantee, we will cover reasonable return costs where required by Australian Consumer Law.

7.2. For voluntary change-of-mind returns, any return shipping costs will be the customer's responsibility unless otherwise agreed.

7.3. Where a customer is responsible for return shipping costs, this will be communicated before the return is arranged.

7.4. We may provide a return shipping label or arrange collection where appropriate.

7.5. We will not impose unreasonable return requirements that interfere with a customer's statutory rights.

8. REFUND PROCESSING

8.1. Where a refund is approved, it will generally be processed using the original payment method wherever practicable.

8.2. Refunds will be processed within a reasonable timeframe and in accordance with applicable Australian Consumer Law requirements.

8.3. The time taken for funds to appear in your account may depend on your bank, card issuer or payment provider.

8.4. We will notify you once your refund has been processed.

8.5. Where an order has been paid for using a discount, promotional offer or voucher, the refund will be calculated in accordance with the amount actually paid and applicable legal requirements.

8.6. Refunds will not be withheld simply because a third-party supplier has not yet reimbursed us.

9. REPLACEMENTS AND EXCHANGES

9.1. Where a product is eligible for a replacement under Australian Consumer Law, we will arrange an appropriate replacement.

9.2. Replacement products will generally be of the same product type and specification, subject to availability and applicable consumer rights.

9.3. If an appropriate replacement is unavailable, we will discuss an alternative remedy with you.

9.4. Any voluntary exchange arrangement for change-of-mind requests will be subject to product availability and the conditions communicated at the time.

10. MISSING OR LOST ORDERS

10.1. If your order has not arrived within the estimated delivery timeframe, please contact us.

10.2. We will investigate the matter with the relevant supplier or delivery provider.

10.3. If an order is confirmed as lost or cannot reasonably be located, we will arrange an appropriate resolution in accordance with applicable consumer guarantees.

10.4. This may include a replacement or refund, depending on the circumstances.

10.5. Customers are not required to resolve missing delivery issues directly with our suppliers or courier companies.

11. REFUND REQUESTS AND ASSESSMENT

11.1. We aim to review refund and return enquiries promptly.

11.2. We may request reasonable information to establish the nature of the issue and determine the appropriate remedy.

11.3. Requests will be assessed on their individual circumstances and in accordance with applicable Australian Consumer Law.

11.4. We will not unreasonably refuse a valid consumer guarantee claim.

11.5. Where further investigation is required, we will keep customers informed of the progress of their request.

12. MANUFACTURER WARRANTIES

12.1. Certain products may come with additional manufacturer warranties or guarantees.

12.2. Any manufacturer warranty is separate from the consumer guarantees provided under Australian Consumer Law.

12.3. Customers retain their statutory rights against us as the retailer, regardless of whether a manufacturer warranty is available.

12.4. Nothing in this policy limits any rights or remedies available under Australian Consumer Law.

13. CONTACT US

If you have questions about returns, refunds, replacements or a product issue, please contact our customer support team.

Business Name: Geosyn Concepts

Trading Name: bonitaHAUS

Email: geosynconcepts@proton.me

Website: https://bonitahaus.online

We aim to respond to customer enquiries within 5 business days.

Thank you for shopping with bonitaHAUS. We appreciate your business and are committed to providing a positive customer experience.