Returns

Take your product to the front Service Desk of your nearest BCF store. This includes products that carry a manufacturer’s warranty, which may need to be assessed by the manufacturer.

What information is needed to complete your return?

• Show your receipt or other proof of purchase (bank statement).
• Try to return the product in the same condition as it was purchased (including manuals, accessories and packaging).
• Provide us with any extra information we may need to process your return.

With a receipt

For an exchange, credit, refund or repair we ask for your name, telephone number and signature in addition to your receipt.

All purchases made on a debit/credit card will be credited back to the original card used, so please have your card with you.

Without a receipt

If you don’t have a receipt, we ask for your photo identification showing your name, address and signature.

You can help us determine proof of purchase by providing a bank statement or similar.

Consumer guarantees under the Australian Consumer Law are not limited by a defined time period and can vary from product to product depending on factors such as the nature of goods, price and statements made on packaging and product labels.

Our Store Managers can assist you with further information about the warranty period for the product you return.

We've teamed up with Australia Post to make returns even easier, offering you free returns for parcels under 22kg and 105cm at over 20,000 convenient locations throughout Australia.

1. Select your state below to direct you to the relevant Australia Post returns portal to start the process;

2. Complete the form, ensuring you include the 10 digit order ID

3. Pack the items to be returned in its original packaging (i.e. satchel or carton)

4. Print out the shipping label (Post Office will print for you if you don’t have a printer at home) and attach the label to the original satchel/carton packaging. Please do not attach the shipping label directly on the product being returned; and

5. Drop your parcel to your selected drop off point.

It's that easy!

If your item is over 22kg or 105cm long
For parcels over 22kg or 105cm that were ordered online, please contact our Customer Care Centre to arrange a courier pickup.

Item(s) purchased in-store must be returned to a BCF store and cannot be returned online. This includes products that carry a manufacturer’s warranty.

Any in-store purchases can be returned for an exchange or refund to any BCF Service Desk. Please visit our Store Locator for your nearest store.

Refunds will be processed via the original payment method. If you paid via debit or credit card, please ensure you have your card with you.

To complete your return in-store, we prefer that you:

• Show your receipt or other proof of purchase (bank statement).
• Try to return the product in the same condition as it was purchased (including manuals, accessories and packaging).
• Provide us with any extra information we may need to process your return.

Any in-store purchases can be returned for an exchange or refund to any BCF Service Desk. Please visit our Store Locator for your nearest store.

If you don’t have a receipt, we ask for your photo identification showing your name, address and signature. This information will be kept secure.

You can help us determine proof of purchase by providing a bank statement or similar. This can help us establish and confirm the price you are likely to have paid for the goods and allow us to process your return.

If you cannot provide satisfactory proof of purchase, BCF may, at its discretion, provide you with an exchange or a refund will be processed via the original payment method.

We want you to be totally satisfied with our products and services. There may be times when you will need to return a product purchased from BCF. Our Returns Policy is designed to assist you with your return.

You are entitled to a replacement, credit or refund where item(s) are:

• Faulty
• Wrongly described
• Different from a sample shown to you; or
• Do not do what they are supposed to do

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 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.

30 day change of mind returns

If you change your mind about a product, don’t worry. You can return a product you have purchased in-store or online for any reason for a refund within 30 days from the date of purchase although some exclusions apply and you will not be entitled to a refund for delivery fees and charges.

To return a product because of a change of mind:

• it must be in its original, as-new condition
• it must be unused and unwashed and, if it is an item of apparel, must be unworn
• where applicable, it must be in its original packaging, with all tags, labels or hygiene seals still attached
• if the product packaging is sealed by the manufacturer, it must be unopened with the seal not broken or tampered with
• it must not be: a tailor made customer order; a storage disc (a CD or DVD); underwear (including thermals); swimwear; socks; a food product; or a gift card, voucher or credit voucher
• it must not have been professionally installed

However, you can still return these products if they are faulty or damaged or if we provided you with the incorrect product (see below).

To return a product because of a change of mind, you will need to provide us with proof of purchase. This may include a receipt, extract of a bank statement or transaction history. If you do not provide a receipt, we will need to sight your other proof of purchase to be able to confirm your purchase in our systems and may require that you show photo identification including your name, address and signature. If you do not provide us with the necessary proof of purchase and proof of identification (where required), we will not be able to provide you with a refund or a replacement item.

Your refund will be processed via the original payment method.

If you return a product, any credit that you received for purchasing the product will be deducted from your balance.

Faulty, damaged or incorrect products

If the product is faulty or damaged, doesn’t meet its description, or if you have been sent the wrong thing, we will happily replace, refund or repair the product with proof of purchase in accordance with the Australian Consumer Law. You can visit us in-store or contact our Customer Care Centre via webchat, the Contact Form or email at customercare@bcf.com.au to discuss your options. Please ensure you have your proof of purchase (which may include a tax invoice or receipt, an extract of a bank statement or transaction history) available.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

We may need to assess your product to determine an appropriate remedy. Some products may need to be sent to the manufacturer or their repair agent for assessment. Where practicable, please ensure your product is cleaned before it is returned to us to be assessed.

The assessment or repair of a product may result in the loss of user-generated data. Please ensure you have made a copy of any data saved on a product. In appropriate circumstances, products presented for repair may be replaced by a refurbished product of the same type rather than being repaired. Refurbished parts may be used to repair the product.

If you return a product, any credit that you received for purchasing the product will be deducted from your balance.

When our warranties do not apply

Our warranties do not apply where:

• any fault with, or damage to, the product is due to normal wear and tear or the natural breakdown of the product beyond the reasonable life of its materials and components
• the product has been modified or altered
• any fault with, or damage to, the product has been caused by the improper use of the product, or where the product has not been properly maintained or stored
• there has been accidental damage to the product after it was sold to you
• the product has been used for a purpose for which it was not designed

You may not be entitled to a replacement, refund or repair of a faulty or damaged product under the Australian Consumer Law in these circumstances.

How to return a product

You can return in-store, including for online purchases (except for Online Only products), at any BCF store. Postal returns are available for online purchases other than dangerous goods. You should follow the procedures for returning bulky items if you need to return an online purchase of dangerous goods. A shipping fee may apply to returns including postal returns and the return of bulky or fuel operated items or items that are a dangerous good. Check our Store Locator for BCF store locations and trading hours and refer to our FAQs below for further information.

Please contact our Customer Care Centre via webchat, by phone on 1300 880 764 or email at customercare@bcf.com.au, or contact your local BCF store, before returning any bulky or fuel operated products, such as kayaks, gas cylinders or BBQs, generators or boats, so we can assess whether an on-site inspection is appropriate.

Receiving a refund

Refunds will be processed via the original payment method (this includes the same card or digital platform (such as mobile or watch payment, e-wallet etc) used for the initial purchase), except where you have used a gift card, in which case we will provide you with a replacement gift card of equivalent value. If you made your purchase using a debit or credit card, please make sure you have your card with you when making your return.

Refunds in-store will be processed immediately although for debit or credit card refunds, there may be a delay in the funds becoming available in your bank account. For refunds via post, refunds are typically processed within 7 days from the date we receive the returned product.

Effective Date

This policy was updated on 18 May 2026 and applies to any purchase made after that date. SRG Leisure Retail Pty Ltd trading as BCF 6 Coulthards Avenue, Strathpine, Queensland 4500, Australia 1300 880 764 customercare@bcf.com.au

BCF are unable to offer exchanges on items returned via mail to our online store. If an exchange is required, please visit your nearest BCF store. To find your nearest store, view our store locator.

Alternatively, return your item for a refund and place a new order for the item you wish to purchase.

In the event you receive an item that differs from what you have ordered, please contact our Customer Care Centre. We can investigate further and advise the quickest way to have it resolved.

f you want to return a product because you have changed your mind (and not because the product was faulty, damaged or the incorrect product), you need to return it within 30 days of the date of purchase.

If you want to return a product because it is faulty, damaged or you received the incorrect product, the consumer guarantees under the Australian Consumer Law are not limited by a defined time period. How long you have to return a product can vary depending on factors such as the nature of goods, price and statements made on packaging and product labels. Our Store Managers in-store or our Customer Care Centre (which you can contact via webchat, the Contact Form or email at customercare@bcf.com.au) can assist you with further information about the warranty period for a product you want to return.

If you want to return a product because you have changed your mind (and not because the product was faulty, damaged or the incorrect product), the following conditions apply:

• the product must be in original condition, unused and unwashed
• if the product is an item of apparel, it must be unworn
• where applicable, the product must be in its original packaging, with all tags, labels and hygiene seals still attached
• if the product packaging is sealed by the manufacturer, it must be unopened with the seal not broken or tampered with

The following products cannot be returned because of a change of mind:

• products which are not in their original, as-new condition
• products which have been used or washed and, if it is an item of apparel, which have been worn
• products which are not in their original packaging, with all tags, labels or hygiene seals still attached
• if the product packaging is sealed by the manufacturer, products which have been opened or where the seal is broken or has been tampered with
• products which are: a tailor made customer order; a storage disc (a CD or DVD); underwear (including thermals); swimwear; socks; a food product; or a gift card, voucher or credit voucher
• products which have been professionally installed

Refunds for products will be processed via the original payment method and:

• where the purchase was made on a debit/credit card, the refund will be credited back to the original card used (this includes the same card or digital platform (such as mobile or watch payment, e-wallet etc) used for the initial purchase)
• where the purchase was made using a gift card, we will provide you with a replacement gift card of equivalent value

We will also reinstate any credit that was used by you to purchase the product. Delivery fees and charges for change of mind refunds will not be refunded.

While we do not exchange products, if you change your mind, you can return your item under our Returns Policy and can purchase a replacement item. If your product is faulty or damaged or you received the incorrect product, you may be entitled to a replacement, a repair or a refund under the Australian Consumer Law.

If you return a product, any credit that you received for purchasing the product will be deducted from your balance.

We may need to conduct an assessment of your product to determine whether a repair, replacement or refund is appropriate. Certain technical products may need to be sent to the manufacturer or their repair agent for assessment.

Technical products that may require assessment include:

• Sounders, electrical and motor driven products
• Compressors and fridges
• Power tools
• Custom orders – non store stock items (may incur a $10 fee for change of mind refunds)
• Tents over $400
• BBQs
• Kayaks
• Rods and reels over $100

For some product assessments you may have the option to liaise directly with the manufacturer or their repair agent. Our store team members can provide you with the relevant manufacturer contact details.

Products assessed as having a minor fault will be repaired by the manufacturer and returned to you. We offer a refund or replacement if the product is assessed as having a major failure.

Please note that repair of your goods may result in the loss of user-generated data. Please ensure that you have made a copy of any data saved on your goods. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

If you receive a product that you purchased online that differs from what you ordered, you can:

• Return the item at your nearest BCF store. You will need to provide proof of purchase to return the item and, if you do not have your receipt, we may require that you provide us with photo identification showing your name, address and signature. This is the fastest method and allows you to have your return processed that day!
• Return the item by post. Returns posted back to us can take up to 7 days to be refunded from the day the refund is processed by our team member. All that's left to do is put through a new online order for the products that you are after!

The product must be returned in the same condition that you received it (including manuals, accessories, tags attached and in its original packaging with seals not broken or tampered with).

If you need further support, please contact our Customer Care Centre for help via webchat, by phone on 1300 880 764 or email at customercare@bcf.com.au.

You may return online purchases (other than Online Only products) to your nearest BCF store. You will need to show your receipt or proof of purchase. If you purchased using your Club account you will not require a receipt but will need to provide your membership details. If you do not have your receipt, we may require that you provide us with photo identification showing your name, address and signature.

Check the Store Locator for BCF store details and their trading hours.

If your item is under 22kg and 105cm in length

We’ve teamed up with Australia Post to make returns even easier, offering you free returns of products purchased online for parcels under 22kg and 105cm that are not dangerous goods at over 20,000 convenient locations within Australia. This partnership is designed to make your online shopping experience more convenient should there be a need to make a return.

It's never been easier to make a return. It's free of charge and includes tracking.

Please note that products posted back to us can take up to 14 days to be processed and refunded. If you want your refund processed quicker, please visit your local BCF store and one of our team can assist you.

If your item was purchased in the last 30 days, please use the relevant link for your state to return via post. If it is outside the timeframe, please visit your local BCF store or contact the Customer Care Centre via webchat, the Contact Form or email at customercare@bcf.com.au.

There are 3 options for returning your item via the post depending on the size and weight. Choose the option that suits you best: return via the Post Office; a street post box; or a parcel locker.

To return your order that is under 22kg and 105cm long and is not a dangerous good, simply:

• Select your state from the below options and follow the link;
NSW, QLD & ACT VIC, TAS, NT, SA & WA
• Complete the form, ensuring you include the 10-digit order ID.
• Pack the items to be returned into a box or satchel (you can even re-use the packaging we sent you) however the item must be put in a return box or satchel and return labels must not be attached to the product packaging;
• Print out the shipping label and attach to return package (if you do not have a printer at home the Post Office will print the shipping label for you). For packaged goods (already in a box) DO NOT affix the label to the original packaging;
• Drop off your parcel to your selected drop-off point.

Post Office drop-off: Return parcels up to 22kg or 105cm can be dropped at your nearest Post Office. Simply follow the above process and visit your nearest Post Office.

Post Box drop-off: Return parcels under 7kg and 35cm long can be dropped into a regular street post box. Simply follow the above process and drop it in your nearest post box.

Parcel Lockers drop-off: Return parcels under 16kg and 50cm long can fit in one of the 600 Australia Post parcel lockers open 24/7. Follow the above steps and scan your return label when depositing the return.

If your item is over 22kg or 105cm long

For parcels over 22kg or 105cm that were ordered online or which are dangerous goods, please contact the Customer Care Centre to arrange a courier pickup. You can contact us via webchat, the Contact Form, by phone on 1300 880 764 or email at customercare@bcf.com.au. Please note that you will need your original purchase order number. You may incur a shipping fee to return the product if you are returning the product because of a change of mind.

To complete your return of products purchased online, you will need to provide the following details:

1. Purchase order number
2. The name of the person that placed the order as shown on the order confirmation
3. An email address for updates on the progress of the return
4. An Australian mobile phone number, should we need to contact you

You will need to provide this:

• via our Auspost Returns form when completing your return request for parcels under 22kg or 105cm in length
• to our Customer Care Centre team for the return of a bulky (parcels over 22kg or 105cm in length) or fuel operated item or an item which is a dangerous good

Your refund for your product purchased online will be processed as soon as the returned product is inspected by our quality assurance team and confirmed that it fits within our returns policy. This quality check can take up to two weeks. Once the return has been approved, it takes one to two days for the refund to be made to your financial institution (for example your credit card provider)

Item(s) purchased in-store must be returned to a BCF store and cannot be returned by post. This includes products that carry a manufacturer’s warranty. For bulky or fuel operated items return details, please read the Bulky or Fuel Operated Items FAQs below.

Any in-store purchases can be returned for a refund to any BCF store. Please visit our Store Locator for your nearest BCF store. For bulky or fuel operated item returns, please read the Bulky or Fuel Operated Items FAQs below.

Refunds will be processed via the original payment method, except where you have used a gift card, in which case we will provide you with a replacement gift card of equivalent value. If you paid via debit or credit card, please ensure you have your card with you.

To return an item, you will need to show your receipt or other proof of purchase (such as a receipt, extract of a bank statement or transaction history). If you purchased using your Club account you will not require a receipt but will need to provide your membership details. If you do not have your receipt, we may require that you provide us with photo identification showing your name, address and signature.

Check the Store Locator for BCF store details and their trading hours.

To return an item, you will need to show your receipt or other proof of purchase (such as a receipt, extract of a bank statement or transaction history). If you purchased using your Club account you will not require a receipt but will need to provide your membership details. If you do not have your receipt, we may require that you provide us with photo identification showing your name, address and signature.

Check the Store Locator for BCF store details and their trading hours.

If you don't have a receipt, we ask for and prefer to sight photo identification showing your name, address and signature. You can help us determine proof of purchase by providing a bank statement or other proof of purchase. This can help us establish the purchase price and allow us to process your return.

If you cannot provide satisfactory proof of purchase, BCF may, at its discretion, provide you with a BCF Gift Card to the current value of the item, or the value that applied at the time of sale if substantiated.

Bulky items are items which weigh more than 22kg or are more than 105cm long.

In accordance with our returns policy, you can return a product that you purchased in-store or online for any reason within 30 days.

For safety reasons, some additional steps need to be taken to return a bulky or fuel operated item or an item which is a dangerous good depending on whether you want to return the item by courier or in-store.

For safety reasons, please contact your nearest local BCF store before returning any bulky or fuel operated item or an item which is a dangerous, such as:

• Kayaks
• Gas cylinders/BBQ
• Generators
• Boats

To return a bulky or fuel operated item or an item that is a dangerous good by courier, such as kayaks, gas cylinders or BBQs, generators or boats, please contact our Customer Care Centre via webchat, by phone on 1300 880 764 or email at customercare@bcf.com.au, or contact your local BCF store so we can assess whether an on-site inspection is appropriate.

When speaking with our Customer Care Centre, please provide the following information:

• Customer name
• Address, postcode
• Email address
• Phone number
• Product name
• Return reason
• Change of mind reason
• Assessed product fault reason
• Order ID information*
• Purchase order number: the 10-digit purchase order.
• Delivery partner name
• Whether the item is a dangerous good
• Product boxed

* This information is available in your confirmation order email.

To prepare for your item to be returned, you will need to take the following steps depending on the reason for the return:

change of mind reason:

To prepare the item for collection, we require you ensure the item is packed and boxed in its original packaging to be safely collected by one of our arranged carriers and returned to our network. When received, the item will be inspected by our quality assurance team and confirmed that it fits within our returns policy. This quality check can take up to two weeks.

For a return inspected by our service provider technician and assessed as having a major failure:

To prepare the item for collection, we require you ensure the item is dismantled, packed and boxed to be safely collected by one of our arranged carriers and returned to our network.

Based on your nominated address, certain postcodes around Australia may not provide options for you to choose a day / or time for a carrier to collect your item due to specific day/s of carrier routes and schedules.