Refund policy

Your rights under the Australian Consumer Law (ACL) apply in addition to this policy.
Nothing in this policy limits those rights. Unless stated otherwise, timeframes refer to business days (Mon–Fri, NSW public holidays excluded).

🔹 1. Return windows

  • Change-of-mind: Request within 14 days of delivery; once approved, ship back within 7 days.
  • Shipping damage / shortage: Notify us within 48 hours with photos of the outer carton, shipping label, and item.
  • Defective or incorrect item: Contact us promptly and do not install/use the product.

🔹 2. Eligibility for change-of-mind returns

  • Items must be new, unused, uninstalled, in original packaging, with all accessories, manuals, tags, and protective films intact.
  • Items showing use, installation marks, or removed protective films are not eligible.

🔹 3. How to start a return (RMA required)

  • Email bydream.com.au@gmail.com with order number, reason, and clear photos.
  • If approved, we’ll issue an RMA number and provide the correct return address.
  • Returns without an RMA or sent to an unauthorised address will be refused.
  • RMA approvals expire after 7 days if not lodged.

🔹 4. Who pays shipping & fees

  • Customer-caused returns (wrong size/model, change-of-mind):
    • Customer pays return postage.
    • Original outbound shipping is non-refundable. If free shipping applied, we deduct the actual freight cost.
    • A restocking fee of 10% (standard items) or 15% (bulky sets, e.g. full floor-mat sets) applies.
    • Unrecoverable payment fees (1–3.5%) may be deducted.
  • Our error / defective item: We cover reasonable return postage or issue a pre-paid label. If testing shows the item is not faulty, return costs may be deducted.

🔹 5. Non-returnable items (unless faulty under ACL)

  • Custom/personalised products
  • Made-to-order / sea-freight pre-orders
  • Installed/used items
  • Products with protective films removed or adhesives applied (e.g. screen protectors)
  • Hazardous/flammable goods
  • Gift cards
  • Clearance / Final-Sale items

🔹 6. Exchanges

For the fastest turnaround, please place a new order and return the original after approval.

🔹 7. Order changes & cancellations

  • Before dispatch: Cancellation allowed; unrecoverable payment fees (1–3.5%) may be deducted.
  • After dispatch: We can attempt a carrier intercept (not guaranteed). If successful, freight + intercept/return charges + payment fees may apply.

🔹 8. Lost parcels

If tracking shows no movement for 12 business days, contact us.
Once the carrier confirms loss, we will reship or refund.
(Carrier investigations may take time; we cannot finalise before they close the case.)

🔹 9. Fitment guidance

  • Listings specify model/year/side (e.g. RHD).
  • Orders for the wrong model/size are change-of-mind returns.
  • If our listing is incorrect and causes mis-fit, we replace or refund at no cost.
  • Minor cosmetic variations that don’t affect function are not defects.

🔹 10. Risk during return transit

Returned items remain the customer’s responsibility until received. Please use trackable shipping and secure packaging.

🔹 11. Refund timing

  • Refunds are issued within 2–5 business days after inspection.
  • Banks may take longer to post. If 15+ business days have passed, please contact us.

🔹 12. Uncollected / Returned-to-Sender (RTS) / Refused deliveries

If a parcel is returned because it was:

  • Not collected from post office/courier,
  • Delivery attempted but unsuccessful,
  • Address incomplete/incorrect, or
  • Delivery refused,
  • 👉 This is treated as a customer-caused return.

Options:

  1. Re-delivery — Pay the re-delivery postage (carrier rate) + RTS charges.
  2. Refund — Deducted as follows:
    • Original outbound shipping (or actual freight if free shipping applied)
    • RTS/return charges billed by the carrier
    • Restocking fee (10% / 15% for bulky)
    • Payment processing fees (1–3.5%)

Refunds are only processed if the item is back in resalable condition (new, unused, unopened, protective films intact).

🔹 13. Bundles, discounted sets & partial returns

Returning part of a bundle/set may cause the discount to be recalculated. The difference may be deducted from your refund.

📧 Contact

Email: bydream.com.au@gmail.com

❓ FAQ (Quick Answers)

Q1: Where do I send my return?

The correct return address will be provided in your RMA approval email. Please do not ship to any address printed on packaging or shown online unless it is in the approval email.

Q2: Can I return an item if I ordered the wrong size?

Yes, within 30 days. But it’s treated as change-of-mind: return postage + shipping deduction + restocking fee apply.

Q3: What if I don’t collect my parcel from the post office?

It will be returned to us as RTS (customer-caused return). You can pay re-delivery or request a refund with deductions.

Email: bydream.com.au@gmail.com

🔁 How to start a return (RMA required) 
Email bydream.com.au@gmail.com with your order number, reason and clear photos (item, packaging, label).
If approved, we’ll issue an RMA number and send you the correct return address and packing/carrier instructions.
Returns sent without an RMA or to any address not provided in the approval email will be refused.
Please ship the parcel within 7 days of approval using trackable shipping and write the RMA on the outer carton.

Note: We operate multiple fulfilment locations and do not accept walk-ins. The return address may vary by item and will only be provided in the RMA approval email.

FAQ：

Where do I send my return?

EN: “Where do I send my return?” — For security and accurate routing, our return addresses vary by item. You’ll receive the correct address in your RMA approval email. Please do not ship to any address printed on packaging or shown on the website unless it is stated in the approval email.