Refund policy

Returns & refunds

We want you to be happy with your purchase. The following terms apply to returns and refunds from Sydney Bacwater.

Window

Sealed, unopened items in original condition may be returned within 30 days of delivery.

Defective items

If an item arrives defective, contact us and we'll cover the cost of return shipping and either replace the item or refund you in full.

Change of mind

For change-of-mind returns, the customer is responsible for return postage. We do not normally give refunds if you simply change your mind or make a wrong decision on a non-defective product. Refer to Australian Consumer Law for your statutory rights.

Exchanges

We don't process direct exchanges. Return the original item, then place a new order.

How to start a return

Email hello@sydneybacwater.au with your order number and we'll provide the return address and next steps.

Refund timing

Refunds are processed to the original payment method within 5–10 business days of us receiving the returned item.