Delivery Information
Delivery Time
Standard delivery takes 3 to 10 business days, depending on your location and shipping method chosen.
Shipping Confirmation
Upon dispatch, you will receive a confirmation email containing your order’s tracking number.
Please ensure you provide a valid email address to receive prompt updates on your delivery status.
If you haven’t received a confirmation email within 10 business days of placing your order, please contact us at orders [at] mybuddygard.com.au
Refund Policy
Change of Mind / Refund Requests
All sale and clearance items are subject to a 14-day money-back guarantee, in accordance with Australian consumer laws, instead of our usual 60-day money-back guarantee. For further details, please refer to our Terms and Conditions.
For the rest of the items, you may return it for a refund within 60 days of delivery or in-store purchase, subject to the following conditions:
Fees Applied to Refund
For EFT payments:
SIM card cancellation fee: $10 AUD
First month’s SIM card fee (if purchased from My Buddy Gard)
No cancellation fees for BYO Buddy Plan
For credit card payments (online or phone):
SIM card cancellation fee: $10 AUD
First month’s SIM card fee (if purchased from My Buddy Gard)
Applicable credit card processing fees:
Stripe: 1.75% + 30¢ AUD (domestic cards), 2.9% + 0.30¢ AUD (international cards)
Shopify: 1.75% + 30¢ AUD (online), 1.95% + 0¢ AUD (in-person)
Shipping and Handling fee: $19.99 AUD (applies to all early returns)
Refund Process
Refunds typically take 3-14 days to process.
Returned devices must be checked, tested, and re-sealed by the manufacturer before refund issuance.
Missing Item Costs (for refunding purposes)
- Buddy Secure – Security Clasp – 39.98 AUD
- Speaker charger cable: $7.00 AUD
- Watch/pendant charging cable: $5.00 AUD
- Harmoniser: Full price
- Speaker/charger: Full price
- Wall charger: $7.00 AUD
- Buddy Tracker: Full price
- Wearing options: Non-refundable after 30 days of purchase
Important Notes
Proof of purchase is required for all returns and exchanges.
We cannot accept returns on special-orders, offers, damaged items, or sale items.
Buddy Plan (Subscription) payments are calculated from the last day of each month. Any payments made before the last day of the month will be charged at the full monthly rate.
Damaged or Faulty Items
For online purchases, we thoroughly inspect all orders prior to shipment.
Upon receipt, please inspect your purchase and notify us immediately of any faults or damage.
Full refund or replacement will be provided for items with major faults or defects.
To report damaged or faulty items and process your return, please email support [at] mybuddygard.com.au
Approved by:
| Signature |  |
|---|---|
| Full Name | Simon Konks |
| Published Date | August 12, 2020 |
| Update Log 11/12/24 | Added: Buddy Secure – Security Clasp – 39.98 AUD under Missing Item Costs (for refunding purposes) |
| Update Log 21/10/24 | Added: All sale and clearance items are subject to a 14-day money-back guarantee. |
| Update Log 16/07/24 | Improved Readability |
| Update Log 28/02/22 | Proof of purchase required for returns and refunds. Increased refund timeframe to 3-14 days |
| Update Log 08/11/21 | Changed the refund conditions for SIM card provided by My Buddy Gard |