Online Warranty and Return Authority Request

 Can I Return my order?


IF YOU DAMAGE THE BONG YOURSELF WHILE INSERTING THE STEM, YOU ARE NOT ENTITLED TO REPLACEMENT OR REFUND.
ALL BONGS ARE SHIPPED WITHOUT A STEM.


Due to the nature of the items we sell, unfortunately we’re unable to accept most returns, especially if they are used. Please ensure you select the correct items before placing your order. Returned items will incur a 15% restocking fee. Shipping fees will not be refunded.

We will refund, credit or replace any items that are found to be faulty on arrival, or within the warranty period (on warranty applicable items).

If you have changed your mind about an item, and it is still brand new and completely unused, we can exchange or credit for the item, but we do not refund for Change Of Mind purchases. These returns are at your own postage cost. Include your name and order number and a note requesting credit or exchange. Please ensure that the items are adequately packaged for postage in the way they were received by you. If the item arrives broken due to not being packaged appropriately, it will not be eligible for credit or exchange.

Broken Items
While all care is taken with packaging of fragile items, breakages may occur in transit. If your item has arrived broken or damaged, please complete the form below. We have a Breakage Replacement Guarantee for items which arrive broken or damaged.

Please inspect your items thoroughly on arrival. If you do not report any problems with your item when you receive it, we assume that you received it in good working order without damage. We have no responsibility to provide refunds, exchange or credit for items that you have damaged or broken yourself after the fact.

Missing Items
Items that are missing from an order must be reported upon arrival, any items not reported missing upon arrival will assume to be in good condition.

Some products, such as gas-filled lighters, butane gas, Randy’s Black Label Cleaner and Orange Chronic Cleaner are considered Dangerous Goods due to flammable contents and will be shipped separately.

Keep in mind though, deliveries can be delayed in the post especially around the busy times. Allow extra time for public holidays. Please check the status of your order on the Australia Post website using your tracking details provided by email.
 

Faulty Vaporizer
If returning a vaporiser for testing for faults, or for warranty repair or replacement, the device must be thoroughly cleaned, and free of all substance residue and odour, in order for us to accept the return. Failure to comply with this may result in voiding of your warranty, or rejecting the return.

For further information please view: https://www.thebongshop.com.au/delivery-shipping 

 

How To Make a Claim


Step 1.
If you notice any damage to packaging or item/s: Please video and take images of the damage/fault.

Step 2.
Complete the “Start Return Online Warranty or Return Authority Request” form below.
Make sure to upload images & videos so that a TBS team member can access your order as best as possible.

 

Step 3.
A TBS team member will get back to you as quickly as possible.

Step 4.
An email will be sent on the outcome of your request.

PLEASE NOTE

If the item's original packaging has been altered or damaged, or does not comply with our returns policy, your return may not be accepted and will be sent back to you.

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