Refund policy

Returns & Refund Policy

In short: change-of-mind returns are accepted within 30 days on goods that are unused and in their original packaging. You pay return shipping, and a restocking fee applies. Faulty, damaged or incorrect goods are different — we cover the return cost and no restocking fee applies. Nothing on this page limits your rights under the Australian Consumer Law.

At Borrelli, we want you to be happy with your purchase. This policy explains how returns, exchanges and refunds work.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product is faulty, not as described, or doesn't do what it's supposed to, you're entitled to a repair, replacement or refund. Nothing in this policy limits those rights. The change-of-mind section below is a separate courtesy and does not affect your consumer guarantee rights.

Change-of-mind returns

If you've simply changed your mind, we're happy to accept a return where:

you contact us and obtain a returns number within 30 days of receiving your item;
the item reaches us within 45 days of you receiving it;
the item is unused and in its original packaging;
you have a receipt or proof of purchase; and
you cover the return shipping.

Restocking fees. Change-of-mind returns are subject to a restocking and handling fee to cover transport, administration, testing and repackaging:

Unopened, in its original packaging: 25% of the invoice value.
Unpacked but unused: up to 35% of the invoice value, subject to inspection on return.

Original shipping charges are not refunded. If you paid with Afterpay or Zip, the merchant fee those providers charge us is not refundable on a change-of-mind return.

Faulty, damaged or incorrect items

This is covered by the Australian Consumer Law, and no restocking fee applies.

On delivery, please inspect your order and let us know as soon as possible if anything is damaged, defective or incorrect. For transport damage in particular, contacting us within 48 hours helps us resolve it quickly and lodge any claim with our carrier.
If your goods arrive not working or incomplete, please tell us within 7 days so we can put it right quickly.
Neither of those timeframes affects your rights under the Australian Consumer Law. Reporting later does not cost you those rights.
Depending on whether the fault is major or minor, you may be entitled to a repair, replacement or refund. We'll work with you to sort out the right remedy.
Where an item is faulty, damaged or incorrect, we cover the reasonable cost of returning it.

To report an issue, email sales@borrelli.com.au with your order number, a description of the problem, and photos if possible.

How to start a return

Request it. Email sales@borrelli.com.au with your proof of purchase and the reason for the return, and we'll issue a returns number. Change-of-mind returns sent without a returns number can't be accepted.
Send it back. Once approved, we'll provide return instructions. Please repack the item in its original packaging, or similar, to keep it safe in transit.
Inspection. When your return reaches our warehouse, we'll inspect it and confirm any applicable fees or the remedy you're entitled to.

Exchanges

Want a different item? Contact our team at sales@borrelli.com.au and we'll help arrange an exchange. Return the original item as above; shipping fees may apply for change-of-mind exchanges, but not where the original item was faulty, damaged or incorrect.

Refunds

Once your return is received and approved, we'll process your refund to your original payment method.
We process refunds within 5 business days of approval. Depending on your bank or card provider, it can then take a further 10 to 15 business days to appear.
If you haven't received your refund within 15 business days of approval, please contact us at sales@borrelli.com.au.

For anything else, please see our Terms & Conditions, or get in touch:

Borrelli · sales@borrelli.com.au · 03 9783 6325
Showroom & office open 9am–5pm, Monday–Friday (closed public holidays)

Last updated: 10 July 2026