Returns and Exchanges

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.

Change of mind returns

If you simply change your mind, don’t worry. Provided you return your product within 30 days from the date of purchase in its original as-new condition with tags, packaging and proof of purchase, we’ll gladly exchange it or provide a BCF gift card. Some exclusions apply, listed below.

Exclusions

In some cases a refund, replacement, or repair may not be offered if you:

• Substantially modify the product
• Misuse the product contrary to user instructions or packaging labels

Certain products are excluded under our Returns Policy unless they are faulty, these include:

• Tailor made customer orders
• Storage discs (CD’s and DVD’s)
• Underwear (thermals and swimwear), socks
• Gift-cards, vouchers, and/or credit vouchers
• Delivery fees and charges

How long do you have to return a product?

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.

Expenses relating to product returns

Any expenses relating to the return of your product to store will normally have to be paid by you. This does not impact your consumer guarantee rights, you may be entitled to recover reasonable postage or transportation costs if the product is confirmed to have a major failure. For online store purchases that meet the return criteria, we will pay for return freight for any parcel under 22kg in weight and under 105cm in length. Parcels in excess of 22kg or 105cm will need to be assessed by our Customer Care Team.

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, such as:

• Sound, electrical and motor driven products
• Compressors/Fridges
• Power tools; and
• Customer orders – non store stock items (may incur $10.00 fee for exchange or refund)
• Tents over $400
• BBQs
• Kayaks
• Rods and Reels over $100

Liaising with the manufacturer

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 within a reasonable time. We offer a refund or replacement if the product is assessed as having a major failure.

Special procedures for the return of certain products

The 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.

Bulky and fuel operated products:

For safety reasons, please contact your nearest local BCF store before returning any bulky or fuel operated products, such as:

• Kayaks
• Gas cylinders/BBQ
• Generators
• Boats

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.

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;

NSW, QLD & ACT VIC, TAS, NT, SA & WA

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

3. Pack the items to be returned

4. Print out the shipping label and attach (Post Office will print for you if you don’t have a printer at home); 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 Gift Card to the current value of the item, or the value that applied at the time of sale (if that can be substantiated).