Shipping and Returns

Shipping & Returns Policy

Last updated: October 2025

Shipping Information

Processing Times

  • Orders are processed within 1–5 business days (excluding weekends and public holidays).

  • You will receive a confirmation email with tracking details once your order has been dispatched.

Shipping Methods & Delivery Times

  • We ship Australia-wide using trusted couriers (e.g., Australia Post, TNT, StarTrack, or similar).

  • Standard delivery timeframes are typically 3–10 business days, depending on your location.

  • Regional or remote areas may take longer.

Shipping Costs

  • Shipping costs are FREE!

  • Some larger items (such as freeze dryers) may require special freight services—this will be clearly displayed at checkout.

Order Tracking

  • Tracking numbers are available for all orders upon request so you can monitor your delivery.

International Shipping

  • At this stage, we only ship within Australia.

Returns & Refunds

Change of Mind

  • Due to the specialised nature of our products, we do not accept returns or refunds for change of mind. Please choose carefully before purchasing.

Damaged or Faulty Products

  • If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery at info@bugin.com.au with your order number and photos of the issue.

  • We will assess the situation and, where appropriate, arrange a repair, replacement, or refund in line with Australian Consumer Law.

Manufacturer’s Warranty

  • Many of our products (including freeze dryers) come with a manufacturer’s warranty. Warranty coverage and terms vary depending on the product. Please refer to the product listing or warranty documentation included with your purchase.

Return Process

  1. Contact us at info@bugin.com.au with details of your return request.

  2. If approved, we will provide instructions and a return shipping address.

  3. Products must be returned in original packaging (where possible) and securely packed.

  4. Customers are responsible for return shipping costs unless the item is confirmed as faulty or incorrect.

Refunds

  • Approved refunds will be processed back to your original payment method within 5–10 business days after we receive and inspect the returned item.

Consumer Guarantees

Our products and services 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 they fail to be of acceptable quality and the failure does not amount to a major failure.