Privacy policy

Thank you for shopping with bustm.shop.

At bustm.shop, we are committed to providing high-quality fashion products and a reliable shopping experience for our customers across Australia.

This Return and Refund Policy explains our procedures and requirements regarding returns, exchanges, replacements, and refunds for purchases made through our online store.

This policy should be read together with our Terms of Service, Shipping Policy, and Privacy Policy.

Nothing in this policy excludes, restricts, or modifies any rights or remedies available to customers under the Australian Consumer Law or any other applicable legislation.

1. Contact Information

For all return, refund, exchange, or product-related enquiries, please contact us:

Store Name: bustm.shop
Email: info@bustm.shop
Phone: +61 401 568 047
Address: 15 Milfoil Street, QLD 4179, Australia

Please include your order number and relevant details when contacting our customer service team.

2. Australian Consumer Law Rights

Under the Australian Consumer Law, customers have rights that cannot be excluded.

Products purchased from bustm.shop come with guarantees that they:

  • Are of acceptable quality;

  • Are safe and free from major defects;

  • Match their description;

  • Are fit for their intended purpose;

  • Match any sample or demonstration model shown; and

  • Meet any additional promises made about the product.

If a product does not meet these guarantees, customers may be entitled to a repair, replacement, refund, or other remedy depending on the circumstances.

Your legal rights under Australian Consumer Law apply regardless of any voluntary return policy stated on this page.

3. Change of Mind Returns

We understand that customers may occasionally change their minds about a purchase.

bustm.shop accepts eligible change-of-mind returns within:

30 days from the date your order is delivered.

To qualify for a change-of-mind return, the product must meet all return conditions listed below.

4. Return Conditions

Returned products must:

  • Be unused and unworn;

  • Be in original condition;

  • Have original tags attached;

  • Include original packaging where applicable;

  • Not have been washed, altered, damaged, or modified;

  • Have no stains, makeup marks, perfume smells, pet hair, or signs of wear;

  • Include all accessories and included items; and

  • Be accompanied by proof of purchase.

Customers may try on clothing to check size and fit, but products must remain in a condition suitable for resale.

Returns that do not meet these requirements may not be accepted.

5. Products Not Eligible for Change of Mind Returns

For hygiene and safety reasons, the following items may not be returned for change-of-mind reasons unless they are faulty or do not meet Australian Consumer Law requirements:

  • Underwear;

  • Intimate apparel;

  • Swimwear where hygiene protection has been removed;

  • Earrings or personal jewellery products;

  • Personalised or customised products;

  • Products marked as final sale;

  • Items that have been worn, washed, damaged, or altered.

These exclusions do not affect your rights if the product is faulty, defective, unsafe, or incorrectly supplied.

6. Faulty, Damaged, or Incorrect Products

If you receive a product that is:

  • Faulty;

  • Damaged;

  • Incorrect;

  • Missing parts;

  • Different from the product description;

  • Not the item you ordered; or

  • Otherwise not acceptable under Australian Consumer Law,

please contact us as soon as possible.

Please provide:

  • Order number;

  • Customer name;

  • Description of the issue;

  • Photos or videos showing the problem;

  • Photos of packaging and shipping labels where applicable.

Our team will review your request and provide an appropriate solution.

7. Major Product Problems

A product may have a major problem if:

  • A reasonable customer would not have purchased it knowing about the issue;

  • The product is unsafe;

  • The product is substantially different from its description;

  • The product cannot be used for its normal purpose;

  • The problem cannot easily be fixed.

Where a major problem exists, customers may be entitled to choose between:

  • A refund; or

  • A replacement product.

Customers may also have rights to compensation for reasonably foreseeable loss caused by the failure.

8. Minor Product Problems

If a product has a minor issue, bustm.shop may provide an appropriate remedy, including:

  • Repair;

  • Replacement;

  • Correction of the issue; or

  • Another reasonable solution.

Where required under Australian Consumer Law, these remedies will be provided without unreasonable cost to the customer.

9. Return Request Process

To request a return, please email:

info@bustm.shop

Your email should include:

  • Full name;

  • Order number;

  • Product name;

  • Reason for return;

  • Photos or videos if applicable;

  • Whether you request a refund or replacement.

Our customer service team will review your request and provide return instructions.

Please do not send products back before receiving return approval.

10. Return Shipping

Change of Mind Returns

For change-of-mind returns:

  • Customers are responsible for return shipping costs;

  • Customers should use a trackable shipping service;

  • Customers are responsible for the parcel until it reaches our authorised return location.

Original shipping fees are generally non-refundable for change-of-mind returns.

Faulty or Incorrect Products

If the product is:

  • Defective;

  • Damaged before delivery;

  • Incorrectly supplied; or

  • Does not meet consumer guarantees,

bustm.shop will provide an appropriate solution and cover reasonable return costs where required by law.

Customers should contact us before arranging return shipping.

11. Return Address

Please do not send returns directly to our business address without approval.

Our business information:

bustm.shop
15 Milfoil Street
QLD 4179
Australia

The authorised return address may differ from the business address.

Return instructions will be provided after your request has been reviewed.

12. Refund Process

Once we receive and inspect your returned product, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed to the original payment method used during purchase.

Refunds may include:

  • Product purchase price;

  • Eligible shipping charges where required by law.

Refunds generally do not include:

  • Return shipping costs for change-of-mind returns;

  • Additional delivery services requested by the customer.

13. Refund Processing Time

Approved refunds are normally processed within:

5–10 business days

after approval.

The time for funds to appear in your account depends on:

  • Your bank;

  • Credit card provider;

  • Payment provider;

  • Financial institution processing times.

If you have not received your refund after the expected period, please contact us.

14. Exchanges

We may offer exchanges for eligible products depending on:

  • Product availability;

  • Stock levels;

  • Product condition;

  • Return eligibility.

If you require a different size, colour, or product, please contact:

info@bustm.shop

In some cases, we may recommend returning the original product for a refund and placing a new order.

15. Order Cancellation

If you wish to cancel an order, contact us as soon as possible.

We will attempt to process cancellation requests before the order is shipped.

However, cancellation cannot always be guaranteed once:

  • Payment has been confirmed;

  • Processing has started;

  • The order has been packed;

  • The order has been dispatched.

If your order has already been shipped, it must follow our standard return process.

16. Lost or Returned Parcels

If a parcel is returned because of:

  • Incorrect address information provided by the customer;

  • Failure to collect the parcel;

  • Refusal of delivery;

  • Unavailable recipient;

additional shipping costs may apply before resending the order.

If a parcel is lost during delivery, please contact us so we can investigate with the carrier and provide an appropriate solution.

17. Promotional Items and Gifts

If an order includes a free promotional item and the customer returns the qualifying products, the promotional item may also need to be returned.

If the promotional item is not returned, its value may be deducted from a voluntary refund where permitted.

This does not affect statutory consumer rights.

18. Items Damaged Through Customer Use

Returns or refunds may not be accepted where damage is caused by:

  • Incorrect washing;

  • Incorrect care;

  • Misuse;

  • Accidental damage;

  • Alterations;

  • Normal wear and tear.

Customers should follow product care instructions provided with their purchase.

19. Changes to This Policy

We may update this Return and Refund Policy from time to time to reflect:

  • Changes in business operations;

  • Product updates;

  • Customer service improvements;

  • Legal requirements.

The latest version will always be published on this page.

20. Contact Us

If you have any questions regarding returns, refunds, exchanges, or product issues, please contact us:

bustm.shop
Email: info@bustm.shop
Phone: +61 401 568 047
Address: 15 Milfoil Street, QLD 4179, Australia

We appreciate your trust and are committed to providing a professional and positive shopping experience.