Exchanges & Returns
All returns or exchanges will need to be submitted and approved prior to goods being dispatched. You can email your request to firstname.lastname@example.org where our friendly team will be happy to help and give you further instructions. You may also get in touch with our team members through our Contact Us page.
Please note if your product has been purchased and your payment has been made directly to any other third-party marketplace, you should try contact them first, as these companies have their own return policies, you can check their web site for specific details.
CONDITIONS FOR EXCHANGE:
Before inquiring about exchanging or returning an item, please check to see whether it meets the following conditions.
- Items must be returned within 30 days of purchase.
- Items must be in original as new condition including all tags and packaging materials attached and undamaged.
- Outsoles must be clean with no scuff marks.
- You must provide a copy of your receipt or proof of purchase details.
If you wish to exchange your purchase for a different size or style, please note products are subject to availability. A refund will not be issued for change of mind or wrong size selection. A store credit may also be issued in preference to a product exchange.
NOTE: Product colour variances may be seen through digital communications including but not limited to issues such as lighting. BONDI UGG will make every effort to deliver images as closely matched to products although raw materials may vary from product to product. For example, sheepskin boots will have slight variances in skin colour and texture as will wool fibres. Our products are derived from natural materials and no two materials will be exactly alike. Our Sheepskin rugs and cushions will also have slight variances in the size of hides, wool length and the natural curl or straightness of wool fibres.
All costs associated with shipping products back to us will be at the customer's expense. Once you have checked the return item meets our conditions for exchange including a copy of your purchase details - Please send all returning products to:
PO BOX 206
MORUYA NSW 2537
Once your returned order is received and processed by our team, we will send out your exchange item free of charge if you are within Australia. We will inform you of such action via email correspondence including any new tracking numbers.
INTERNATIONAL SHIPPING EXCHANGES:
Please send your pre-approved return item with either a pre-paid return satchel or organise with our Customer Service team for payment of the shipping return additional costs. Once your product is received as per our conditions, it will be processed by our team, then we will send out your exchange item. We will inform you of such action via email correspondence including any new tracking numbers.
If you wish to enquire about an exchange or refund due to the item being considered faulty please contact us via email on email@example.com where our friendly team will be happy to help and give you further instructions. You may also get in touch with our team members through our Contact Us page
Before inquiring about the faulty product, you will need the following:
- You must provide a copy of your receipt or proof of purchase details
- Photos of the product fault and additional images of the shoe sole, back and front of the item.
- Details of the product style, shoe size and a brief description of the fault you are concerned with.
If you have purchased via a third-party marketplace retailer please contact the retailer where your purchase / financial transaction has been made as you are covered under their Trading Terms and Conditions. If the item is deemed to have a genuine fault, the partnered retailer will assist with providing the appropriate information to manage next steps for a resolution.
If you have received a new product and wish to exchange or refund due to the item being considered faulty, we will organise an exchange asap at no additional cost to the customer.
USED & WORN PRODUCTS CONSIDERED FAULTY
If you wish to enquire about an exchange or refund due to a used or worn item being considered faulty, please note the following will be reviewed and taken into consideration:
1/ The time since the product was purchased. 2/ The amount of use reasonably expected during this time frame. 3/ The natural visibility of wear and tear will indicate how the product has been used during a given duration.
Be assured we will be working quickly to resolve any concerns in accordance with Australian Consumer Law and Fair-Trading standards act while resolving all cases with our Customer Service and Technical Manufacturing team. You will be contacted about your claim via email. You will have the option of exchanging your product or receiving a refund for any goods deemed faulty. If you wish to exchange your item, please note a request for exchange is subject to availability.
Please note it may take up to 7 days for your refund to appear in your account dependent on your initial payment method and financial institutions used to make your purchase.
FOOTWEAR Manufacturer’s Warranty is limited to one year taking into consideration the visible overall wear and tear of the product due to usage and tolerance under given conditions. Please note in our products with darker wool we recommend a sock is worn rather than bare feet as dye transfer may occur during the first few wears from natural heating. This occurrence is more commonly found in items with black sheepskin insoles. Dye transfer is not covered under the manufacturer's limited warranty.