Claims Policy

At Bellbird we strive to ensure our customers are happy with their purchased items, if for any reason there is an issue, you may raise a claim using one of the below claim types.

There are 8 types of claims:

  1. Warranty Claim
  2. Goods Received Damaged or Faulty
  3. Wrong item Received
  4. Item significantly different from described
  5. Goods not Received
  6. Change of Mind
  7. Ordered Incorrectly
  8. Unauthorised Transaction / Overcharge

Once a claim has been raised, our Claims Team will work with you to investigate your claim and will provide you with a Claim Number (RMA Number).

You will be communicated with at all stages about the timeframe involved as depending upon the issue, some issues may need to be followed up by the manufacturer/supplier.

Claim Lodgement

Claim Descriptions

Warranty Claim

Bellbird will provide a 12 month warranty on all damaged/faulty products unless specifically stated on individual items.

You will be asked to provide photos to support your claim and any further information as requested. Bellbird will then determine the validity of your claim, products not used in their intended manner or appear mistreated may result in your claim not being valid.

If your claim is successful you will be issued with either of the following; a replacement, refund, credit, spare parts, repaired or compensated for.

Goods received Damaged or Faulty

Unfortunately, damages do happen. Bellbird will replace, refund or provide credit on any item that is faulty or damaged within the month of delivery. In order to substantiate your claim please ensure that you have checked off goods received against your delivery docket or invoice before opening or putting them to use. You may also be required to provide photos & any additional information requested to determine your claim. Claims made after the month of purchase may be declined.

Wrong item received

You have received an item which is different from what you ordered. Bellbird will replace, refund or provide credit on any item that is wrongly supplied within the month of delivery. In order to substantiate your claim please ensure that you have checked off goods received against your delivery docket or invoice before opening or putting them to use. You may also be required to provide photos & any additional information requested to determine your claim. Claims made after the month of purchase may be declined.

Item significantly different from described

We want our customers to be happy with their purchase so if you feel the item is not as described or you are unsatisfied with what you received you may claim this item for return and refund – Like change of mind this needs to be raised within 7 days of the invoice date and the item must be in a resalable condition and in its original packaging – no freight charge will apply for this type of return.

Goods not received

You have not received the goods you ordered. Select this option and we will chase up the freight company to find your goods.

Change of Mind / Ordered Incorrectly

Bellbird understands that no one is perfect or sometimes we change our minds! Therefore, Bellbird will accept unwanted goods in original condition, packaging and fit for resale within 7 days of receiving the goods at no charge and will issue you a credit to the value of the goods upon successful return. We simply ask that you arrange for the goods to be returned to us or if you would prefer us to pick it up from you, a freight charge will apply.

Unauthorised Transaction / Overcharge

You believe that you didn’t authorise the transaction on your account or payment type or you believe that there was an overcharge for item(s) on your invoice. Please lodge your claim and our Claims team will investigate accordingly.

If you have difficulty or any questions regarding our Returns Policy, please contact Customer Service on 1300 365 268.

Collection of Stock by Courier

For claims which require the collection of stock the following will occur:

You will receive an email from our customer service team with instructions of what you need to do with the item to prepare it for collection.

The courier will be booked for 2 business days after this email to allow time for you to follow the instructions on the email.

It is important that you ensure all staff at the service are aware of this collection and a valid email address is given at the time of the claim lodgment, so all the communication for the collection is sent to the correct person.

If the courier is unable to collect the goods because they were not ready or no one at the service new about the collection this may result in additional charges.

Contact us