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Return & Refund Policy

At Bestar.com.au, customer satisfaction is our top priority. We understand that sometimes a purchase may not meet your expectations, or unexpected issues may arise. To ensure a safe and transparent shopping experience, we provide a clear and fair 14-day return and refund policy, in line with Australian Consumer Law. As an Australian registered business operated by HYGGO PTY LTD (ABN 26680569653), we are committed to protecting your rights and offering a smooth return process whenever necessary.

Our 14-Day Return Policy

Customers may request a return within 14 days of receiving their order. To be eligible for a return, the following conditions must be met:

  • The item must be in its original condition, unused, and free from damage caused by the customer.
  • The item must be returned in its original packaging (including manuals, parts, and accessories).
  • A valid proof of purchase (order number, invoice, or receipt) must be provided.

Items that do not meet these conditions may not be eligible for a refund. In such cases, our customer service team will discuss alternative resolutions with you.

Eligible Reasons for Return

We accept returns for the following reasons:

  • Faulty or Defective Products: If the item is faulty or develops a defect under normal use, you are entitled to a repair, replacement, or refund under Australian Consumer Law.
  • Damaged in Transit: If your product arrives damaged, please contact us immediately with photos of the packaging and item.
  • Incorrect Item Received: If you receive the wrong item, we will arrange for a replacement or refund at no extra cost.
  • Change of Mind: If you change your mind about a purchase, you may return the item within 14 days, provided it is unused and in original condition. Please note: return shipping costs for change of mind are the customer’s responsibility.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless faulty:

  • Bedding and mattresses
  • Personal care items
  • Customised or made-to-order products
  • Clearance or final sale items (unless required under Australian Consumer Law)

Return Process

To initiate a return, please follow these steps:

  1. Email our customer service team at [email protected] with your order number, reason for return, and photos (if applicable).
  2. Our team will review your request and provide instructions, including the return shipping address.
  3. Pack the item securely in its original packaging.
  4. Ship the item back to us using a trackable courier service.
  5. Once the item is received and inspected, we will process your refund or replacement.

Return Shipping Costs

  • Faulty, Damaged, or Incorrect Items: Bestar.com.au will cover the return shipping costs.
  • Change of Mind: Customers are responsible for return shipping costs when returning an item due to change of mind.

We recommend using a trackable courier service to ensure your return arrives safely. Bestar.com.au is not responsible for lost or undelivered return shipments.

Refunds

Once your return is received and inspected, we will notify you via email regarding the outcome. If approved, refunds will be issued to your original payment method within 5–7 business days. Please note that:

  • Refund times may vary depending on your bank or payment provider.
  • If your order included shipping fees, these are generally non-refundable (except where required by law or if the product was faulty/damaged).
  • If a replacement product is preferred, we will arrange shipment of the replacement once the returned item has been processed.

Exchanges

We currently do not offer direct exchanges. If you would like a different product, please return the original item for a refund and place a new order online.

Consumer Rights

As an Australian business operated by HYGGO PTY LTD (ABN 26680569653), we fully comply with Australian Consumer Law (ACL). This means that customers are entitled to a replacement or refund for major product failures and compensation for any other reasonably foreseeable loss or damage. If the goods are not of acceptable quality, do not match their description, or are unsafe, customers are entitled to a remedy as outlined under ACL.

Processing Time

We aim to process all return and refund requests as quickly as possible. Typically, the entire process from initial request to final refund takes around 7–14 business days. This timeframe may vary during busy seasons or holiday periods.

How to Contact Us

If you have any questions about our Return & Refund Policy, or if you need assistance with an order, please contact us:

  • Email: [email protected]
  • Company: HYGGO PTY LTD
  • ABN: 26680569653
  • Business Hours: Monday – Friday, 9 AM to 5 PM (AEST)

Final Note

Shopping at Bestar.com.au is designed to be safe, transparent, and worry-free. Our 14-day return policy, combined with the protections of Australian Consumer Law, ensures that our customers can shop with confidence. Thank you for choosing Bestar.com.au for your furniture and home essentials. We look forward to serving you again soon.