Refund & Returns

Barkmere Refund and Returns Policy

We want every Barkmere order to arrive in perfect condition and we stand behind everything we make. If something has gone wrong, we will do our best to make it right. Please read the full policy below before getting in touch.

Our 30-Day Satisfaction Guarantee

If you are not satisfied with your Barkmere order, please contact us within 30 days of your purchase date. You are entitled to ask for a replacement or refund under the Australian Consumer Law consumer guarantees.

To begin a return or refund request, please email us directly from your order confirmation email with the following:

  • Your Barkmere order number (all order numbers begin with BM)
  • A clear description of the issue
  • Supporting evidence as outlined in the relevant section below

Damaged or Faulty Items on Arrival

We take every damaged or faulty claim seriously and assess each one carefully and fairly.

Due to the growing use of AI-generated and digitally manipulated imagery to make fraudulent damage claims against small businesses, we have updated our verification process. These steps protect our genuine customers and allow us to process legitimate claims quickly and with confidence.

To submit a damaged or faulty claim you must provide all of the following:

  • Your BM order number
  • A minimum of two clear photos of the damaged item from different angles, taken on your own device at the time of discovery
  • A short unedited video of five to ten seconds clearly showing the damage in real time

Important — evidence verification:

All images and video submitted as evidence of damage may be run through third party AI detection software to verify their authenticity. Submissions that are identified as AI-generated, digitally manipulated, or otherwise not authentic will not be accepted as valid evidence and the claim will be declined.

We also reserve the right to:

  • Request a live video inspection via FaceTime, Zoom, or a similar platform to verify the condition of the item remotely before approving any claim
  • Require the item to be physically returned to us for a full inspection before a replacement or refund is approved

Return shipping for damaged or faulty items:

If we require you to return the item to us for inspection, you will be responsible for the cost of return shipping upfront. We recommend using a trackable service. Once the item has been received and physically inspected by us and confirmed as genuinely damaged or faulty, we will refund your return shipping cost of up to $11.95 as part of your approved refund or replacement. This shipping refund applies to confirmed damaged and faulty claims only and does not apply to any other return scenario.

If your claim is approved, a replacement will be shipped or a refund processed to your original payment method within 5 to 7 business days.

Change of Mind Returns

If you would like to return a product due to a change of mind, or because you ordered the wrong item, you are welcome to return it under the following conditions:

  • You must contact us within 30 days of your purchase date
  • The product must be unused, unopened, and in its original condition
  • Return shipping is entirely your responsibility and is at your own cost under all circumstances
  • Refunds for change of mind returns will be for the cost of the product only. Shipping costs are non-refundable
  • Orders that qualified for free shipping will have $14.95 deducted from the refund to recover the outbound shipping cost incurred by us
  • No return shipping costs will be refunded for change of mind returns under any circumstances

Shipping and Delivery Issues

Safe to Leave and unsafe locations: All orders are processed as Card to Call by default. Once your order has shipped you have the option to activate the Safe to Leave feature, which allows the courier to leave your order in a nominated safe place if you are not home. We take no responsibility for items that are stolen or damaged when left in an unsafe location on your property after the Safe to Leave feature has been activated by you.

Returned to sender: If your order is returned to us because you were not available to collect it from an Australia Post location, a refund will be issued for the product cost only. Shipping costs are non-refundable.

Non-refundable shipping: Shipping costs are non-refundable on all orders under all circumstances, with the sole exception of confirmed damaged or faulty item claims as outlined above. Any refund issued will be for the product cost only, never the full order amount including shipping.

Fraudulent Claims

Barkmere takes fraudulent refund and return claims seriously.

Submitting digitally manipulated, AI-generated, or otherwise falsified images, videos, or documentation to support a refund or damage claim is considered fraud. All evidence submitted is subject to verification including third party AI image and video analysis.

Any claim found to involve falsified or manipulated evidence will be declined in full. Barkmere reserves the right to report fraudulent activity to the Australian Competition and Consumer Commission (ACCC) and any other relevant authorities where appropriate.

Contact Us

For all refund and return enquiries please email us with your BM order number and relevant supporting information. We aim to respond within one to two business days.