Refund & Returns Policy

All customers are advised that there is a change to the Refund & Returns Policy to BigPond Shopping and the Refunds and Returns Policy effective 1st January 2011.

Change of mind

Telstra does not accept returns of products simply because you have changed your mind, nor does it give refunds for these products. Please choose your products carefully.

Statutory Rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law ("ACL").  You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. 'Acceptable quality' and 'major failure' are defined in the ACL.

For more information on your Statutory Rights, you might like to visit the Australian Consumer Law site. An information sheet is available here.

Voluntary Product Warranty

In addition to your Statutory Rights, you may also return a product that has been purchased from the Site if:

1. it is damaged or faulty upon receipt of delivery to you;
2. there is a fault in the product which is evident within 14 days (other than faults due to intentional or malicious damage or clear misuse of the product);

To make a claim under this Voluntary Product Warranty, you or the recipient must first  initiate a claim by emailing us your full name, order number and reason for requesting a return to support@shop.bigpond.com within 14 days of receipt of the product.  If your claim is accepted, we will let you know and you must return the product together with a completed returns form which is available here.  For your claim under our voluntary product warranty to be accepted, the product must have been damaged or faulty at the time of or within 14 days of receipt.

Where a valid claim is made under this Voluntary Product Warranty, you must return the product that has been purchased from the Site together with the completed returns form.  Upon return of the product, we will refund the original product price including any delivery fees paid at the time of purchase and any reasonable amount paid by you to return the product ("the Return Price"). Alternatively, if you request a replacement in the returns form, we will despatch your replacement item (subject to availability) at our cost. However, if there is no available replacement product at the time that we receive your returned product, we will only be able to refund the Return Price.

Please keep an appropriate proof of return whether you return products via an Australian Post Office or any delivery service. This should be a receipt from the Australian Post Office or any delivery service. Otherwise, if the returned products goes missing in transit to us, we treat the products as not being returned. It is your responsibility to ensure the products are adequately packaged to ensure that they are not damaged during return transit.

The benefits conferred by this Voluntary Product Warranty are in addition to other rights and remedies that are available to you under law, which cannot be excluded. The processes for this Voluntary Product Warranty in no way limit your rights which arise as a result of your Statutory Rights.

This Voluntary Product Warranty is given by:
Telstra Corporation Limited ABN 33 051 775 556
Contact: support@shop.bigpond.com

Additional Manufacturers Guarantee or Warranty

Your product may also come with a Manufacturers Guarantee or Warranty.  This Manufacturers Guarantee or Warranty is provided by the manufacturer of the product (not Telstra).  You should keep any information about the Manufacturers Guarantee or Warranty (such as a warranty card) and proof of purchase.