Refund policy
Returns & Refunds Policy
Last Updated: September 11, 2026
At Bondi Balance, we want you to feel confident when shopping for your fitness and workout essentials. If something isn't right with your order, please contact us and we'll do our best to help.
1. Our Return Policy
We accept eligible returns in accordance with the terms outlined below.
This policy applies to customers in both Australia and the United States, subject to any mandatory consumer rights that apply in your location.
Nothing in this policy is intended to limit or exclude rights that cannot legally be limited or excluded under applicable law.
2. Australian Consumer Law
For customers in Australia, our products are covered by the consumer guarantees under the Australian Consumer Law (ACL).
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Australian consumer guarantees apply independently of any voluntary return or warranty policy we offer.
3. United States Customers
For customers in the United States, returns and refunds are subject to this policy and any applicable federal, state, or local consumer protection laws.
We clearly disclose our return and refund terms before purchase.
If a product is defective, damaged, incorrect, or otherwise fails to comply with applicable legal requirements, please contact us so we can determine the appropriate resolution.
Where applicable law provides you with rights that differ from this policy, those legal rights will apply.
4. Change-of-Mind Returns
Unless otherwise stated on the product page, we do not generally offer refunds solely because you:
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Changed your mind
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Ordered the wrong product
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Ordered the wrong size
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No longer want the product
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Found the product cheaper elsewhere
However, if we advertise a specific change-of-mind return period or guarantee, the terms of that offer will apply.
For Australian customers, this does not affect your rights under the Australian Consumer Law. Australian businesses generally do not have to provide a refund simply because a customer changes their mind.
5. Faulty or Defective Products
If your product arrives faulty, defective, unsafe, or does not perform as reasonably expected, please contact us.
Please provide:
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Your order number
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Your full name
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A description of the issue
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Clear photographs or video of the product
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Photographs of the packaging, where relevant
We may need to assess the product before determining the appropriate remedy.
Depending on the circumstances and applicable law, we may provide a:
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Refund
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Replacement
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Repair
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Store credit, where legally permitted and agreed
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Other appropriate remedy
For Australian customers, we will provide the remedy required under the Australian Consumer Law based on whether the problem is major or minor.
6. Damaged Items
If your order arrives damaged, please contact us as soon as possible.
Please provide photographs showing:
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The damaged product
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The external packaging
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The shipping label
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Any visible damage to the packaging
This information helps us investigate the issue with our fulfilment and shipping partners.
If the damage gives rise to a consumer guarantee or other legal right, we will provide the applicable remedy.
7. Incorrect Items
If you receive an item that is different from the product you ordered, please contact us with your order number and photographs of the item received.
Once confirmed, we will arrange an appropriate resolution, which may include a replacement or refund.
8. Return Window
For voluntary change-of-mind returns, where offered, the return request must generally be submitted within:
[30 days] of receiving your order.
The product should be unused, undamaged and in its original condition where reasonably possible.
These conditions apply only to voluntary change-of-mind returns and do not restrict your legal rights relating to faulty, defective, unsafe or incorrectly supplied products.
9. Fitness and Exercise Products
Because our products are designed for fitness and exercise, customers should carefully follow all product instructions and safety warnings.
Do not continue using a product if it appears damaged, defective or unsafe.
If you believe an exercise product has a safety issue or manufacturing defect, stop using it and contact us immediately.
Nothing in this section limits your statutory consumer rights.
10. Hygiene and Personal-Use Products
For products that come into direct contact with the body, including certain fitness, compression, support or personal-use products, we may restrict voluntary change-of-mind returns for reasonable hygiene reasons.
This does not affect your rights where a product is faulty, defective, unsafe, incorrectly supplied or otherwise covered by applicable consumer protection laws.
11. Return Shipping
For an approved change-of-mind return, the customer may be responsible for return shipping costs unless we state otherwise.
If a product is faulty, defective, damaged, incorrect, or otherwise covered by a legal consumer guarantee, we will handle reasonable return shipping costs as required by applicable law.
We will provide return instructions before you send anything back.
12. Return Address
Please do not send an item back to the address shown on the package or directly to our supplier without contacting us first.
Because we operate a dropshipping fulfilment model, return instructions may vary depending on the product and fulfilment location.
We will provide the appropriate return instructions after reviewing your request.
13. Refunds
If your refund is approved, it will generally be issued to the original payment method.
After we process your refund, your bank, credit-card company, PayPal, or other payment provider may require additional time to make the funds available.
The exact processing time may vary depending on your payment provider.
14. Sale Items
Sale and promotional products remain subject to any applicable consumer guarantees and legal rights.
A discounted price does not remove your legal rights where a product is faulty, defective or otherwise fails to meet applicable consumer guarantees.
15. Order Cancellations
If you need to cancel an order, contact us as soon as possible at:
We will make reasonable efforts to accommodate cancellation requests received before an order enters fulfilment or is dispatched.
Once an order has been processed or shipped, cancellation may no longer be possible.
This does not affect any cancellation or refund rights you may have under applicable law.
16. How to Request a Return or Refund
To start a return or refund request, email:
Please include:
Subject: Return/Refund Request – [Order Number]
And provide:
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Order number
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Full name
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Email address used for the order
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Product name
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Reason for your request
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Photos or video, if applicable
Our customer service team will review your request and provide the next steps.
17. Processing Your Request
We aim to respond to return and refund enquiries within:
[1–3 business days]
Once your request has been approved, we will provide instructions for returning the product if a return is required.
Please do not return an item before receiving instructions from us.
19. Changes to This Policy
We may update this Returns & Refunds Policy from time to time to reflect changes to our business, products, fulfilment arrangements or applicable laws.
The latest version will always be published on this page.
Our Commitment
We believe shopping for fitness products should be simple and stress-free. If something isn't right with your order, contact us and give us the opportunity to make things right.
Thank you for choosing Bondi Balnce.