Refund policy

We want you to feel confident with every purchase. If you're not fully satisfied, we offer a simple and customer-friendly return process.

Return Policy Overview
You have 30 days from the date you receive your order to request a return. To be eligible, products must be unused, in their original condition, and returned with all original packaging and accessories. Our support team is on hand to guide you through every step of the process. This return and refund policy applies to orders delivered within Australia.

1. Change-of-Mind Returns
If you've changed your mind about an order, the following applies:

  • Return window: You have 30 days from the date you receive your order to request a return.
  • Item condition: Products must be unused, in their original condition, and returned with all original packaging and accessories.
  • Hassle-free assistance: Our support team will guide you through each step of the return process.
  • Territorial scope: This policy applies to orders delivered to Australia.

Return costs: Barrett Bay does not provide return shipping labels for change-of-mind returns. You are responsible for return shipping and any customs costs.

Approved returns are sent to our fulfilment centre in China. As a guide, return shipping from Australia to China typically costs approximately AUD $15-$40, depending on parcel size, weight, and postal carrier. Customs duties may apply and must be paid before your return can be accepted at our fulfilment centre. We recommend using a trackable shipping method and keeping proof of postage.

Barrett Bay does not charge restocking fees.

How to Return an Item

  1. Email us at hello@barrettbay.com with your order number and reason for returning the item.
  2. Follow the return instructions provided by our support team.
  3. Return the item to the return address provided once authorised.

2. Faulty, Damaged, or Incorrect Items
This section applies if your item arrived faulty, damaged in transit, significantly not as described, or if we sent you the wrong item or an incomplete order.

Your rights here are separate from our change-of-mind policy, in line with the consumer guarantees under Australian Consumer Law:

  • You do not need to return the item in its original packaging.
  • You are entitled to a remedy regardless of whether the item has been used, where the fault existed at the time of delivery.
  • If we confirm the fault, we will reimburse reasonable postage costs you've already paid to return the item.

Minor problems (easily fixed faults, e.g. a loose button or minor cosmetic defect): we will choose to repair, replace, or refund the item within a reasonable time.

Major problems (the item is unsafe, significantly different from its description, or wouldn't have been bought by a reasonable person had they known about the issue): you can choose a full refund, a replacement, or to keep the item and request compensation for the drop in value.

How to report a faulty, damaged, or incorrect item:

  1. Email us at hello@barrettbay.com within 30 days of receiving your order, with your order number, a description of the issue, and photos of the fault, damage, or incorrect item.
  2. Our team will assess the issue and confirm the remedy available to you.
  3. If a return is needed, we'll provide instructions and reimburse your reasonable return postage cost.

Refund Process

  • Inspection: Once your return arrives, our team will inspect the product to ensure it meets our return requirements.
  • Processing time: After approval, refunds are issued within 7 business days.
  • Bank processing: Your financial institution or payment provider may require an additional up to 7 business days to receive the refund.

  • Refund amount: Approved returns are refunded the full order value. Return shipping and any customs costs you paid are not refunded, as these remain the customer's responsibility.

Exchanges
Barrett Bay does not offer exchanges at the moment. The easiest alternative is to return your item and place a new order once the refund is issued.

Non-Returnable Items
Certain products may not be eligible for return due to hygiene or safety standards. These items are clearly marked as non-returnable on their product pages.

Need Help?
If you have any question or need assistance, you can visit our FAQs page, or contact us using the details below.

Contact Information
Store name: Barrett Bay
Legal business: Hanline Commerce
Registration number: 53506194C
Business address: 534 Ang Mo Kio Ave 10, Singapore 560534
Support email: hello@barrettbay.com
Telephone: +65 8230 9408
Support hours: 8:00 AM – 5:00 PM (AEST)

We respond to all emails within 24 hours (Monday – Friday). Weekend inquiries are handled the following Monday.