Refund policy

Returns, Refunds & Exchanges Policy

Policy Summary

  • Country: Australia

  • Returns Period: Within 30 days of delivery

  • Return Method: Return by mail using a tracked postal or courier service

  • Change of Mind: Accepted — customer pays return shipping

  • Exchanges: Accepted — customer pays return shipping

  • Faulty / Incorrect Items: Free replacement, reshipment, or full refund

  • Fees: None (0.00 AUD)

  • Refund Processing Time: Within 5 business days after return inspection and approval

  • Currency: AUD ($)

  • Return Address: Biaki

    18 Boronia Ave

    Wallan VIC 3756

    Australia

1. Returns Period

You have 30 days from the date you receive your item to request a return. To be eligible, items must be unused, unworn, unwashed, with all tags attached, and returned in their original packaging with proof of purchase.

For assistance, please contact us at Biakifamily@outlook.com or call +61 468 268 143.

2. Change of Mind

If you change your mind, you may return the item within 30 days of delivery. Please note that return shipping costs are the responsibility of the customer.

For help with your return, email Biakifamily@outlook.com or call +61 468 268 143.

3. Exchanges

We accept exchanges within 30 days of the delivery date, subject to product availability.

  • The item must meet our standard return conditions (unused, unworn, with tags and original packaging).

  • The customer is responsible for all return shipping costs.

  • Once the returned item is received and approved, we will ship the replacement item.

  • If the requested exchange item is unavailable, we will offer a full refund or a comparable alternative.

To initiate an exchange, contact us at Biakifamily@outlook.com or +61 468 268 143.

4. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please contact us promptly with your order details and clear photos of the issue. Once verified, we will provide a free replacement, reshipment, or full refund. Any required return shipping costs in these instances will be fully covered by Biaki.

Reach out to our team via Biakifamily@outlook.com or +61 468 268 143.

5. How to Return an Item

  1. Contact Us: Email our support team at Biakifamily@outlook.com or call +61 468 268 143 with your order number and the reason for the return.

  2. Receive Return Instructions: Once approved, we will email you a return authorization and step-by-step instructions.

  3. Package Your Item: Securely package the item in its original packaging, including all accessories, tags, and documentation.

  4. Ship the Return: Drop off your parcel at your chosen postal or courier service using a tracked shipping method and send it to our return address:

    Biaki

    18 Boronia Ave

    Wallan VIC 3756

    Australia

Note: All return shipping costs are the responsibility of the customer, except for verified faulty, damaged, or incorrect items.

6. Refunds

Once your returned item is received, inspected, and approved, your refund will be issued to your original payment method within 5 business days. Please allow additional time for processing depending on your bank or financial institution.

7. Order Cancellation

To cancel an order, please contact us as soon as possible via email at Biakifamily@outlook.com or by phone at +61 468 268 143. If your order has already been dispatched prior to cancellation, it may still be returned in accordance with this policy.

8. Contact Information & Support Hours

  • Store Name: Biaki

  • Business Address: 18 Boronia Ave, Wallan VIC 3756, Australia

  • Email: Biakifamily@outlook.com

  • Phone: +61 468 268 143

  • Customer Service Hours (Sydney Time):

    • Monday – Friday: 9:00 AM – 5:30 PM

    • Saturday – Sunday: 10:00 AM – 3:00 PM

We aim to respond to all inquiries within 24 business hours.

Your Rights Under Australian Consumer Law

Nothing in this policy limits or excludes your consumer guarantees under the Australian Consumer Law (ACL). Our products come with guarantees that cannot be excluded under the ACL. 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.