SHIPPING, RETURNS & WARRANTY

Last Updated: February 2026

This page outlines the shipping, returns and warranty policies that apply to purchases made from www.basilbags.com.au.

Nothing in this policy limits your rights under the Australian Consumer Law (ACL).

Product Returns & Warranty Claims:

For all product return, warranty claims or order issue enquiries, please read through the below policies before completing the request form below.

Shipping & Delivery

Order Fulfilment

While we proudly support local Australian retailers, all Basil Bags Australia online orders are fulfilled and dispatched directly from BikeChain HQ in Australia.

Shipping Fees

  • Flat rate shipping: $15 AUD for orders under $100
  • Free shipping: Orders of $100 AUD or more
  • Shipping fees (if applicable) are calculated and displayed at checkout

Dispatch Timeframes

  • In-stock items are typically dispatched within 1–3 business days
  • During peak periods (including major sales and Christmas), dispatch may take an additional 1–2 business days

Estimated Delivery Times

Delivery timeframes are estimates only and may vary depending on location and carrier:

  • Metro areas: 1–3 business days after dispatch
  • Regional areas (including WA, QLD & NT): 5–7 business days after dispatch

Made-to-Order & Pre-Order Items

Delivery timeframes for made-to-order or pre-order items may differ from standard shipping times. Please refer to the relevant product or collection page for indicative timelines.

Delivery Delays

While we make every effort to meet estimated delivery times, delays may occur due to factors outside our control, including courier delays, weather events, or high-volume periods.

Returns Policy

Change of Mind Returns

You may return eligible items purchased from basilbags.com.au for a change of mind within 30 days of delivery, subject to the conditions below.

To be eligible for a change-of-mind return, items must:

  • Be unused, unworn and in original condition
  • Be returned with original packaging, tags and labels intact
  • Not be sample items, masks, or items marked as made-to-order or pre-order
  • Return shipping costs are the responsibility of the customer

Important Notes

  • We do not offer refunds or exchanges via Basil stockists for online purchases
  • Items that do not meet the return conditions may be returned to the customer at their expense

To submit a return request, please follow the process below:
1. Scroll to the bottom of this page and complete the Return Request form, ensuring all required information is accurate. This helps us process your request as quickly as possible.
2. Once submitted, you’ll receive a confirmation email with your return request ticket number. Please keep this for reference if you need to follow up.
3. A member of our team will review your request and contact you with the next steps.
Important: Please do not send any items back without first submitting a return request, as this may result in delays or the item being returned to you.
4. If you received an incorrect item or your item is faulty, we will provide a prepaid return label to cover the cost of shipping.
5. If the returned product does not meet our returns policy, we will notify you with further details.

Return Instructions:

• Pack your item securely, using the original packaging where possible, to minimise the risk of damage in transit
• Clearly include your return ticket number with the parcel
• Attach the prepaid return label securely to the package (if one has been provided by BikeChain)
• Once your return has been received, you’ll be notified by email with confirmation and the next steps

Incorrect or Faulty Items

If we have sent you an incorrect item, or the item is faulty, we will provide a prepaid return label where required and advise next steps once your request is assessed.

Return Instructions

  • Package the item securely, preferably using original packaging
  • Clearly include the Return ID number on the parcel
  • Attach any supplied prepaid return label securely
  • Once received, we will notify you via email with next steps

Exchanges

We do not process direct exchanges. For the fastest resolution, lodge a return request for the original item and place a new order online for the replacement item.

Warranty & Faulty Products

Manufacturer’s Warranty

All Basil products supplied by Basil Bags Australia are covered by the original manufacturer’s warranty, in addition to your rights under the Australian Consumer Law.

Warranty Claims

If you believe a product is faulty, please submit a warranty request using the “Submit a Request” button.

Warranty Assessment Process

  • Follow the return request process outlined above
  • Provide all required information, including photos where requested
  • Some products may need to be returned for manufacturer assessment
  • Assessment timeframes may vary depending on the product

Outcomes

  • Within 30 days: Eligible products may be refunded or exchanged
  • After 30 days: Eligible products may be repaired or replaced in line with manufacturer warranty and ACL obligations
  • If a product does not qualify for warranty, we will notify you with further details

Refunds

  • Approved refunds are processed within three (3) business days of approval
  • Refunds are issued to the original payment method only
  • Discounts or vouchers are refunded at the net purchase price
  • Please allow up to five (5) additional business days for your bank or payment provider to process the refund

Australian Consumer Law

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
  • Compensation for any other reasonably foreseeable loss or damage
  • Repair or replacement if goods fail to be of acceptable quality and the failure does not amount to a major failure

Governing Law

This policy is governed by the laws of Victoria, Australia, and you submit to the non-exclusive jurisdiction of the courts of Victoria.

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