Refund policy

Thank you for shopping with bustm.shop.

This Return and Refund Policy explains the conditions and procedures applying to returns, exchanges, replacements, and refunds for products purchased through bustm.shop.

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

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot lawfully be excluded under the Australian Consumer Law.

1. Contact Information

For return, refund, replacement, or exchange enquiries, please contact:

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

Please include your order number when contacting us about an existing purchase.

Do not return products to our business address without first receiving written return authorisation and return instructions. The authorised return address may be different from our business correspondence address.

2. Australian Consumer Law

Products supplied to Australian consumers come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Products must generally:

Be of acceptable quality;
Be safe, durable, and free from defects;
Be fit for their normal purpose;
Be fit for any particular purpose made known before purchase;
Match their description;
Match any sample or demonstration model; and
Meet any additional promises made about them.

Where a product does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund, cancellation, or compensation, depending on the nature and seriousness of the problem.

Your statutory consumer rights may continue beyond the voluntary return period stated in this policy.

3. Change-of-Mind Returns

In addition to your statutory rights, bustm.shop offers a voluntary 30-day change-of-mind return period for eligible products.

The 30-day period begins on the date the product is recorded as delivered.

A change-of-mind return may apply where:

You selected the wrong size;
You selected the wrong colour;
You no longer want the product;
You do not like the style;
The product does not suit your personal preferences; or
You found a similar product elsewhere.

To request a change-of-mind return, contact info@bustm.shop within 30 days after delivery.

Change-of-mind returns are subject to the eligibility requirements in this policy.

4. Eligibility for Change-of-Mind Returns

To qualify for a voluntary change-of-mind return, the product must:

Be returned following an approved request made within 30 days of delivery;
Be unworn, unused, unwashed, and unaltered;
Be in its original condition;
Have all original tags and labels attached;
Have all hygiene seals and protective coverings intact;
Be free from stains, makeup, deodorant marks, perfume, smoke, pet hair, or other signs of use;
Include all accessories and components supplied with it;
Be returned in its original packaging where reasonably possible; and
Be accompanied by proof of purchase.

You may try on clothing solely to assess its size and fit, provided it remains clean, undamaged, and in resalable condition.

We may refuse a voluntary change-of-mind return if the product does not meet these conditions.

These conditions do not limit your statutory rights where a product is faulty, unsafe, damaged, incorrectly supplied, or otherwise fails to meet a consumer guarantee.

5. Products Excluded from Change-of-Mind Returns

For hygiene, safety, personalisation, or resale reasons, the following products are not eligible for voluntary change-of-mind returns unless they are faulty, damaged, incorrectly supplied, or otherwise covered by applicable law:

Underwear and intimate apparel;
Hosiery or socks that have been opened or worn;
Swimwear where the hygiene seal has been removed;
Earrings and pierced jewellery;
Opened cosmetics or personal-care products;
Personalised or custom-made products;
Products altered at the customer’s request;
Gift cards;
Products clearly marked as final sale; and
Products showing signs of wear, washing, damage, misuse, or alteration.

The exclusion of these products from our voluntary change-of-mind policy does not remove any remedy available under the Australian Consumer Law.

6. Sale and Final-Sale Products

Sale, clearance, promotional, and discounted products remain covered by the Australian Consumer Law.

Products clearly marked as final sale are not eligible for voluntary change-of-mind returns unless otherwise stated on the product page.

A final-sale product may still be eligible for a remedy where it:

Is faulty or unsafe;
Is not of acceptable quality;
Does not match its description;
Is materially different from what was ordered; or
Otherwise fails to meet a consumer guarantee.

A customer may not be entitled to a remedy for a defect that was specifically disclosed before purchase and was the reason the product was discounted.

7. Faulty, Defective, or Unsafe Products

Is faulty or defective;
Is unsafe;
Is not of acceptable quality;
Does not work as reasonably expected;
Is not fit for its normal purpose;
Is not fit for a particular purpose disclosed before purchase;
Does not match its description or images; or
Develops a problem within a period in which it could reasonably be expected to remain functional.

Please provide:

Your full name;
Your order number;
A clear description of the issue;
The date the issue was first noticed;
Photographs or videos showing the problem; and
Any other relevant supporting information.

Photographs or videos may help us assess the issue, but we will not impose unreasonable evidence requirements where the problem is otherwise apparent.

8. Major Problems

A product may have a major problem where:

A reasonable customer would not have purchased it had they known about the problem;
The product is unsafe;
The product is substantially different from its description, sample, or representation;
The product cannot be used for its normal purpose and cannot easily be repaired within a reasonable period; or
The product cannot be used for a purpose disclosed before purchase and cannot easily be corrected.

Where a product has a major problem, you may generally choose between:

A refund; or
A replacement of the same type and similar value, where reasonably available.

You may also be entitled to compensation for other reasonably foreseeable loss or damage caused by the failure.

9. Minor Problems

Where a product has a minor problem that can be fixed within a reasonable period, bustm.shop may choose to provide an appropriate remedy, such as:

A repair;
Replacement of a defective component;
A replacement product; or
Another reasonable solution.

The remedy will be provided without charge where required by law.

If the problem cannot be fixed, is not fixed within a reasonable period, or becomes a major problem, you may be entitled to reject the product and request a refund or replacement.

10. Damaged Products

If a product arrives damaged, contact us as soon as reasonably possible.

Please provide:

Your order number;
A description of the damage;
Photographs of the product;
Photographs of the outer and internal packaging;
A photograph of the shipping label; and
A video where this helps demonstrate the problem.

Please retain the product and packaging until we have reviewed the claim and provided further instructions.

Where damage occurred before delivery, we will provide an appropriate remedy in accordance with applicable law.

11. Incorrect Products

A product you did not order;
The wrong size;
The wrong colour;
An incorrect quantity; or
A product materially different from the product shown in your order confirmation.

Please send photographs of:

The product received;
The product label or barcode;
The packaging; and
The shipping label.

After confirming the error, we will provide appropriate return instructions and arrange a replacement or refund.

Reasonable return costs for an incorrectly supplied product will be covered by bustm.shop.

12. Missing or Incomplete Orders

An order may be divided into multiple parcels and delivered on different dates.

Before reporting a missing product, please:

Review your shipping confirmation;
Check whether multiple tracking numbers were provided;
Review any packing slip;
Check the complete packaging; and
Allow any separately dispatched parcel to arrive within its estimated delivery period.

If a product remains missing, contact us with your order number and photographs of the parcel, packaging, shipping label, and products received.

After investigation, we may send the missing product or issue an appropriate refund.

13. Incorrect Size or Fit

Where the product supplied is the size ordered and matches the published size information, a return based on fit will normally be treated as a change-of-mind return.

A size-related issue may be treated as a product problem where:

The wrong size was supplied;
The product was incorrectly labelled;
The measurements materially differ from the published size information; or
The product otherwise fails to match its description.

Customers should review the product-specific size guide and measurements before placing an order, as sizing may vary between products and manufacturers.

14. Minor Colour Variations

Product colours may appear slightly different because of:

Device screen settings;
Display technology;
Photography;
Lighting conditions; and
Minor manufacturing variations.

A minor colour variation that does not materially alter the product may not constitute a defect.

This does not limit your rights where the product is materially different from its description, photographs, sample, or representation.

15. Starting a Return

To request a return, email:

info@bustm.shop

Your request should include:

Your full name;
Your order number;
The product you wish to return;
The reason for the return;
Whether you are requesting a refund or replacement;
Photographs or videos where relevant; and
Any other supporting information.

We will review your request and provide written return instructions where the return is approved or further inspection is required.

Do not send a product before receiving our return instructions.

16. Return Authorisation

Receiving return authorisation does not automatically guarantee that a voluntary refund will be approved.

Returned products may be inspected to confirm:

The identity of the product;
The reported condition;
Eligibility under this policy;
Whether the product has been worn, used, washed, altered, or damaged;
Whether all components are included; and
Whether the issue falls under a statutory consumer guarantee.

We will not refuse a valid Australian Consumer Law claim solely because the customer no longer has the original packaging, where the purchase and product problem can otherwise be established.

17. Return Address

Our business correspondence address is:

bustm.shop
15 Milfoil Street
QLD 4179
Australia

This address is not automatically the authorised return address.

The correct return address and instructions will be supplied after your request has been reviewed.

Products returned to an unauthorised address may be delayed, refused, or returned to the sender.

18. Proof of Purchase

We may request reasonable proof that the product was purchased from bustm.shop.

Acceptable proof of purchase may include:

An order confirmation;
A tax invoice or receipt;
The order number;
A payment confirmation;
A bank or card statement; or
Other reasonable evidence of the purchase.

We may also request reasonable identity or account verification to protect customer information and prevent fraud.

19. Change-of-Mind Return Shipping Costs

For an approved change-of-mind return, the customer is responsible for:

Return postage;
Suitable packaging;
Optional shipping insurance; and
The risk of loss until the return reaches the authorised return address.

Original delivery charges are generally not refundable for change-of-mind returns, except where required by law.

Where the original order received free standard shipping, no standard outbound shipping charge will be deducted unless such a deduction was clearly disclosed before purchase.

20. Faulty or Incorrect Product Return Costs

Where a product:

Fails to meet a consumer guarantee;
Was damaged before delivery;
Was incorrectly supplied; or
Was materially different from its description,

bustm.shop will cover or reimburse reasonable return costs where required.

Please contact us before purchasing return postage so that we can provide an approved return method or instructions.

We may request a postage receipt before reimbursing an approved return cost.

21. Packaging a Return

Products must be packaged carefully to prevent damage during return transport.

Where reasonably possible:

Use the original shipping packaging;
Protect the product from moisture and impact;
Remove or cover old shipping labels;
Include the return reference supplied by us; and
Retain the postage receipt and tracking number.

For voluntary change-of-mind returns, we may refuse responsibility for damage caused solely by inadequate return packaging.

22. Tracking Return Parcels

We recommend using a trackable return service.

For change-of-mind returns, the customer remains responsible for the parcel until it is delivered to the authorised return address.

If tracking shows that the return was delivered but it has not been processed, contact us with the tracking number and delivery confirmation.

23. Return Inspection

After a return is delivered, we aim to inspect and process it within 5 business days.

Processing may take longer during:

Public holidays;
Major promotional periods;
High-volume return periods;
Carrier disruptions; or
Cases requiring additional product assessment.

We will contact you if further information is required.

24. Refund Approval

When a refund is approved, we will send a confirmation to the email address associated with the order.

The approved refund will generally include the amount paid for the returned product.

Applicable original delivery charges may also be refunded where:

The entire order is rejected because of a major problem;
An incorrect product was supplied;
The order was damaged before delivery;
The order was not supplied as agreed; or
Applicable law requires the delivery charge to be refunded.

Products retained by the customer will not normally be included in the refund.

25. Refund Method

Approved refunds will normally be issued to the original payment method used for the order.

We generally cannot redirect a refund to:

A different payment card;
A different bank account;
Another customer;
A third-party payment account; or
A different payment method.

Where the original payment method is no longer available, contact us so that a secure and lawful alternative can be considered.

26. Refund Processing Time

After an approved refund has been issued by bustm.shop, it may take approximately 5–10 business days to appear in your account.

The actual timeframe depends on:

Your bank;
Card issuer;
Payment provider;
Payment method; and
Financial institution processing periods.

This processing period begins after bustm.shop has issued the refund.

27. Late or Missing Refunds

If you have received a refund confirmation but cannot see the funds:

Check the original payment account;
Contact your bank, card issuer, or payment provider;
Allow the stated processing period to pass; and
Contact info@bustm.shop if the refund remains missing.

Please provide your order number and refund confirmation details.

28. Exchanges

Eligible products may be exchanged for another size, colour, or replacement product where stock is available.

To reduce processing delays, we may ask you to:

Return the original product for a refund; and
Place a new order for the preferred product.

For change-of-mind exchanges, the customer may be responsible for return and replacement delivery costs where those costs were clearly disclosed.

Where an exchange is required because of a fault or fulfilment error, reasonable associated costs will be covered by bustm.shop where required by law.

29. Store Credit

We may offer store credit as an optional resolution.

A customer is not required to accept store credit instead of a monetary refund where the customer is legally entitled to a refund.

The value and any applicable conditions of store credit will be disclosed before the customer accepts it.

30. Gifts

Refunds for gift purchases will generally be issued to the original payment method used by the purchaser.

A gift recipient may be offered an exchange or store credit where appropriate.

This does not limit any statutory consumer right applying to the product.

31. Promotional Gifts

Where an order included a free promotional product, the promotional product must normally be returned if all qualifying products are returned for change-of-mind reasons.

If the promotional product is not returned, we may deduct its clearly disclosed retail value from a voluntary refund.

No deduction will be made where doing so would interfere with a statutory remedy.

32. Order Cancellations

To request an order cancellation, contact us immediately at:

info@bustm.shop

We will make reasonable efforts to cancel the order before it is processed or dispatched, but cancellation cannot be guaranteed.

If the order has already been dispatched, it may need to be received and returned in accordance with this policy.

A successfully cancelled order will be refunded to the original payment method.

33. Refused and Unclaimed Parcels

If a parcel is refused, unclaimed, or returned because of an incorrect address supplied by the customer, we will contact the customer after receiving it.

For a voluntary cancellation or change-of-mind return, reasonable return or redelivery costs may be deducted where:

The costs were caused by the customer;
The costs were clearly disclosed; and
The deduction is permitted by law.

No deduction will be made where the failed delivery was caused by bustm.shop or where it would limit a statutory consumer right.

34. Misuse, Accidental Damage, and Normal Wear

A customer may not be entitled to a remedy where the issue was caused by:

Misuse;
Abnormal use;
Failure to follow clear care instructions;
Accidental damage after delivery;
Unauthorised alteration;
Incorrect washing or drying;
Ordinary wear and tear; or
Continued use after becoming aware that further use could cause additional damage.

This exclusion applies only where the customer’s actions caused or materially contributed to the problem.

35. Fraudulent or Abusive Returns

We may refuse a voluntary return or take reasonable protective action where there is evidence of:

Return fraud;
Product substitution;
False claims;
Deliberate product damage;
Repeated misuse of the return process;
Returning a product not purchased from bustm.shop; or
Tampering with labels, packaging, or evidence.

We may request additional verification where reasonably necessary.

This section will not be used to deny a legitimate claim under the Australian Consumer Law.

36. Changes to This Policy

We may update this Return and Refund Policy to reflect changes to:

Our products;
Return procedures;
Payment systems;
Business operations; or
Applicable laws.

The revised policy will be published on this page with an updated “Last updated” date.

Changes will not unfairly reduce rights relating to an order that has already been accepted.

37. Contact Us

For questions about returns, refunds, exchanges, faulty products, or incorrect orders, contact:

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