Returns

Returns

 

[SECTION I]: RETURNS ON DAMAGED OR DEFECTIVE ITEMS ONLY

We’re really sorry to hear that your item hasn’t reached you in perfect condition.

If you have just received your item and it appears to be defective and/or appears to have been damaged prior to being received, please follow these simple steps:

  • Contact us at support@bottle-bay.com and state “DAMAGE/DEFECT” in the Subject bar, along with your original order number.
    Please attach photos where possible to help us assess your return request. The more information we have, the faster we will be able to update you.

What next,

  1. We will reply with a decision on your damaged or defective item return. If accepted, we will provide a return shipping label for you to print and attached to the parcel. Upon receipt, a full refund will be issued.
  2. We may reply with a request for more information or to let you know that we are unable to accept your damage/defect return request. As this is assessed on a case by case basis, we will provide context regarding our decision if we are unable to accept a return.

 

*Please note that our damaged or defective item policy does not apply to packaging. Damage to packaging can occur during shipping and we ship products with the view that packaging serves a purpose solely to protect products from mishandling by couriers and by the recipient following delivery. We will not accept returns or process refunds for damaging to packaging, where there is no impact to the item(s) or product(s) contained within.

 

[SECTION II]: GENERAL RETURNS

We hope that you’re very happy with your purchase. If you’re not completely satisfied or you gave simply changed your mind and you would like to return your item(s) for any reason, you must notify us within 14 days of purchase. You have an additional 14 days to return the item from the time of notification. If we are satisfied with the conditions of the return, a refund will be issued within 14 days from the date of receipt.

All items must be returned in their original condition; unopened with original packaging. Items will be inspected on return and a refund issued once inspection is complete and we are satisfied that the return requirements have been met.

Return delivery charges apply – Please note that you will need to cover the cost to return an item, and we are only able to refund you the full amount for the items(s), not the return shipping cost.

This does not apply, however, to DAMAGED or DEFECTIVE items, where we will fund the return shipping cost in full. Please see ‘[SECTION I]’ above.

 

STEPS TO RETURN YOUR ORDER:

  • Please email us at returns@bottle-bay.com to request a return. – Please state “RETURN” in the Subject bar and include your original order number.
    Please attach photos where possible to help us assess your return request. The more information we have, the faster we will be able to update you.

What next,

  1. Following successful inspection, we will reply with a return shipping address that you will need to state upon purchasing your shipping label. A full refund will be issues upon receipt.

  2. We may reply with a request for more information or to let you know that we are unable to accept your return request. As this is assessed on a case by case basis, we will provide context regarding our decision if we are unable to accept a return.

 

[SECTION III]: EXCHANGES

We do not currently accept or process exchanges; this is primarily due to associated shipping costs. If you would like to return a recently purchased item to acquire a different product through purchase, please follow the GENERAL RETURNS guidance as provided in ‘[SECTION II]’ above.

 

Thank you for taking the time to familiarise with our returns policy and guidance. If you have any general questions regarding returns, please don’t hesitate to contact us via support@bottle-bay.com and a member of our very friendly team will be happy to answer.