Refund policy

Overview

US2AU acts as your authorised buying agent to source and import BuzzBallz products from licensed US retailers on your behalf. Because title to the goods passes to you at the point of US retail purchase, and because the goods are imported internationally, our ability to accept returns and offer refunds is more limited than a domestic retailer. Please read this policy carefully before placing an order.

Cancellations

You may cancel your order at any time before we have executed the US retail purchase on your behalf. To request a cancellation, contact us immediately at us2auimports@gmail.com. Once the US purchase has been executed, the goods are legally yours and the purchase cannot be reversed.

Refunds

Once the US retail purchase has been executed on your behalf, we are unable to refund the product cost or service fee. This is because the goods are legally yours from the moment of US purchase and we have already performed our sourcing and agency obligations.

The following are not grounds for a refund once the US purchase has been executed:

  • Change of mind
  • Shipping delays where the order is still in transit
  • Delays caused by Australian customs clearance
  • Failure to be available to receive delivery after redelivery arrangements have been offered

Damaged or Incorrect Orders

If your order arrives damaged or there is a shortfall in your order, contact us within 5 business days of delivery at us2auimports@gmail.com with your order number and photos of the damage or shortfall. We will work with Vosy Logistics and our freight partner to investigate and resolve the issue. Where a claim is upheld, we will arrange a replacement or partial refund at our discretion.

Lost Orders

If your order has not arrived within 35 business days of your confirmed payment date, contact us at us2auimports@gmail.com and we will investigate with our freight and logistics partners. If the order is confirmed lost, we will arrange a replacement or full refund of all amounts paid.

Australian Consumer Law

Nothing in this policy limits any rights you may have under the Australian Consumer Law that cannot be excluded by contract. If a product is faulty, not fit for purpose, or not as described, you may be entitled to a remedy under the Australian Consumer Law regardless of the terms of this policy.

Contact

For any returns or refunds enquiries contact us at us2auimports@gmail.com.