Refund policy

Thank you for shopping with B108 Design. We want you to be completely satisfied with your purchase. Below you will find our complete Refund and Return Policy.

Incorrect or Missing Items

If you receive an item different from what you ordered, or if an item is missing from your parcel, please contact us within 7 days of delivery at shop@b108.design with your order number and details of the error.

  • Postage Coverage: B108 Design will cover all return shipping costs for incorrect items. We will email you a prepaid return label to send the item back to us.
  • Resolution: Once confirmed, we will dispatch the correct replacement item immediately at no additional cost to you. If the correct item is out of stock, you may choose between a full refund to your original payment method, store credit, or an exchange.

Order Cancellations

You may request to cancel your order for a full refund up until the time your order has been packed or dispatched from our Sydney studio.

  • To Request a Cancellation: Email shop@b108.design immediately with your order number and "CANCELLATION REQUEST" in the subject line.
  • Orders Already Dispatched: Because our team processes orders promptly, requests made after an order has been packed or dispatched cannot be cancelled. Once received, you may return the item in accordance with our Change of Mind Returns policy outlined below.

Faulty, Defective, or Damaged Items

In accordance with Australian Consumer Law (ACL), if an item is faulty, defective, or damaged in transit, you are entitled to a repair, replacement, or refund based on the nature of the issue:

  • Minor Faults: For minor issues that can be easily remedied, B108 Design will offer a repair or replacement.
  • Major Faults: For major failures (where the item is unsafe, unusable, or fundamentally different from its description), you may choose between a replacement or a full refund to your original payment method.
  • Shipping Coverage: B108 Design will cover all return shipping costs for items confirmed to be faulty, defective, or damaged in transit.
  • Damaged in Transit: If your package arrives damaged, please contact us within 7 days at shop@b108.design with your order number and photos of the issue so we can resolve it promptly.

Missing Packages & Non-Delivery

If your tracking information indicates that your order has been delivered but you have not received it, or if your package has exceeded its estimated transit time without an update, please contact us at shop@b108.design or via our contact form within 14 days of the expected delivery date. We will initiate an investigation with the courier and, if the parcel is confirmed lost in transit, issue a replacement or full refund.

Change of Mind Returns

For change-of-mind purchases, we gladly offer store credit notes or exchanges within 14 days of delivery under the following conditions:

  • Proof of Purchase: An order number must be provided.
  • Item Condition: All items must be returned unused, unaltered, in original saleable condition, and in their original packaging. Wearable products must show no visible signs of damage or wear (e.g., pulls, snags, stretching, stains, or odour).
  • Quality Inspection: If a returned item fails our quality inspection, you will be responsible for the cost of return postage to have the item sent back to you.
  • Shipping Fees: Return shipping costs for change-of-mind requests are the responsibility of the customer. Initial shipping fees are non-refundable. We highly recommend using a trackable shipping service, as we cannot be responsible for items lost in transit.

Returns on Sale Items

All sale, promotional, and clearance items are final sale for change of mind and are not eligible for exchange or store credit. This does not affect your rights under Australian Consumer Law if the item is faulty, defective, damaged in transit, or incorrectly sent.

How to Initiate a Return

  1. Get in Touch: Contact us within 14 days of receiving your order by emailing shop@b108.design or submitting a message via our contact form with your order number and request details (exchange or store credit).
  2. Pack Your Return: Pack the item securely in its original packaging, ensuring all items are in their original condition. Include a note inside with your order number.
  3. Post Your Parcel: Purchase tracked return shipping and send your parcel to our Sydney studio:
    B108 Design Returns
    Unit 4 / 12A Rodborough Road
    Frenchs Forest NSW 2086
    Australia
  4. Receive Your Store Credit or Refund:
    • Store Credit: Once received and inspected, we will issue your store credit note via email within 3 business days. Store credit notes are valid for 1 year from the date of issue toward any product across our online store.
    • Approved Refunds: Processed within 5 business days of receiving and inspecting your item. Once issued, your refund typically appears on your statement within a further 3–5 business days, depending on your financial institution.

Warranty Coverage

Every B108 piece is designed with material honesty and structural longevity in mind. Warranty coverage is tailored by material class:

  • Hula Hoops (5-Year Structural Warranty): Covers polymer integrity, internal joiner mechanics, and connection points against structural failures and manufacturing defects.
  • Solid Brass Objects & Weights (5-Year Structural Warranty): Covers structural integrity, precision threads, and mechanical hardware. (Note: Natural surface oxidation, patina, and fine scratches are inherent characteristics of raw brass and are not considered defects.)
  • Textiles & Soft Goods (1-Year Craftsmanship Warranty): Covers seam integrity, structural stitching, and hardware against construction defects.

Warranties do not cover general cosmetic abrasion, normal wear and tear, accidental drops/impact damage, or improper care and laundering.