Balance Buddy prides itself on delivering excellent customer service. We aim to despatch orders within 1-2 business days after payment is received. Our warehouse is based in Sydney NSW, therefore local customers will receive their orders within 1-3 business days from receipt of payment. For all other areas Australia wide, please allow 3-10 full business days and additional time for rural locations. The delivery time depends on your location. Customers who live outside of their local CBD should allow the full 9 business days for delivery. Balance Buddy makes every effort to deliver your order according to the estimated delivery times. The estimated delivery times are in business days, Monday through to Friday, excluding public holidays. Although every effort is made to deliver your order according to the estimated times provided, estimated delivery times may change due to distance or circumstances beyond our control. Every reasonable effort is made to deliver your products to you within the estimated delivery time indicated above. However, we cannot guarantee delivery within this timeframe. Your Order Has Not Arrived?
If your order has not arrived after the estimated delivery time, please contact us by email email@example.com or telephone during business hours Monday to Friday EST 02 8046 4874. Unless otherwise agreed, we will deliver your order to the address stated on your Invoice/Order Confirmation. Consumer Guarantees
Consumer guarantees apply under the Australian Consumer Law. Nothing in these Terms and Conditions excludes the application of those guarantees. For more information about your rights as a consumer, see the Australian Consumer Law website at http://www.consumerlaw.gov.au. If there is a minor defect with the product received, Balance Buddy will provide a repair or offer you a replacement or a full refund. If a product has a major defect then you are entitled to reject the goods and receive a refund or reject the goods and receive a replacement. Alternatively, you may choose to keep the goods and receive compensation for the drop in value caused by the defect or other problem. Defective products
If you think that a product is defective, you should contact us right away (firstname.lastname@example.org or telephone 02 8046 4874) and a Balance Buddy customer service representative will assist you. A photo may be requested to assist us with the assessment of your claim. Where a product is defective and needs to be replaced or repaired, return shipping will be arranged at the expense of Balance Buddy. If a product is replaced, your replacement product becomes your property and the returned product becomes our property. When a refund is given, the returned product becomes our property.Balance Buddy Warranties
Balance Buddy Bikes comes with a 12 month warranty on parts and a lifetime warranty on the frame. The bottom line, though, is we want you to be satisfied with the product, and we want you to share that satisfaction with other parents. We welcome feedback and will quickly respond to warranty issues. If you are not satisfied for any reason, PLEASE contact us. If you wish to return your Balance Buddy Bike you will need to request a Return Authorisation number within 30 days of purchase date... again, contact us and we will be happy to assist.
For warranty issues please email email@example.com and please be sure to include the following information:
- Please tell us what issue you're having with your Balance Buddy Bike.
- Also attach a digital photo if possible
- Your complete address
- Your phone number
- Your email address
Where a product is authorised for return Balance Buddy will pay the cost of returning the product. If you are asked to return a product, follow the instructions given in below. Where a refund is given for a product and the claim is not covered by a consumer guarantee, it may be given as a Refund Credit to Your Account. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or a refund for a major failure and for 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. Replacement products are covered by the same Balance Buddy warranty as applicable to the original product. They are also covered by consumer guarantees (see Consumer Guarantees above).Returning a Product
Not 100% satisfied with your purchase? Contact Balance Buddy and our customer service representatives will be happy to assist you in resolving any issues (firstname.lastname@example.org or 02 80464874). Please choose carefully as we do not accept returns due to change of mind. If you need to return an item due to a manufacturing fault, please contact us right away to discuss the options. Proof of purchase
We reserve the right to reject goods that are not returned in accordance with our Returns Policy and we may request that you pay for the shipping of such goods back to you. Our returns policy does not affect your statutory rights. Once we receive your goods, we will inspect and process them within 2 working days. Refunds will be issued via the same payment method used to purchase the goods. As soon as your return has been processed, we'll email you to let you know.
If you haven't received this acknowledgement within 10 business days of posting your parcel to us, please contact us. Return shipping costs are non-refundable. If the item is being returned as a result of our error i.e. damaged, defective, incorrectly sent, etc then we will refund shipping at Australia Post Registered Parcel rates.When a Replacement Product is arranged
A replacement for the same product that you ordered will be shipped to you at our expense after we have received your returned product. The delivery time for the replacement product will be the same as stated for the original product.