Refund policy

Last updated: 21 October 2026

We want you to love what you order from Baruru. If something is not right, this policy explains how cancellations, returns, exchanges and refunds work. Nothing in this policy limits your rights under the Australian Consumer Law.

At a glance

Change of mind returns	30 days from delivery
Condition	Unworn, unwashed, with original tags and packaging
Return postage	Paid by you for a change of mind or wrong size; paid by us if the item is faulty, damaged or incorrect
Refund time	Up to 14 days (10 business days) from when your return reaches our warehouse
Fee for returns	None
Cancellation	Within 24 hours of placing your order

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply no matter what this policy says. Our 30 day change of mind returns are offered on top of them, as a voluntary policy.

Cancelling an order

You can cancel your order free of charge within 24 hours of placing it. Email support@baruru.com with your order number as soon as possible. Once an order has shipped it can no longer be cancelled, but you can return it after it arrives.

Change of mind returns

You have 30 days from delivery to tell us you would like to return something. If your order arrives in more than one parcel, the 30 days start from the day the last parcel is delivered. You do not have to give us a reason.

Condition of items

Feel free to try items on, just as you would in a shop. Items must come back unworn and unwashed, with all original tags attached and in the original packaging, together with your order number or proof of purchase.

Items that cannot be returned

Unless they are faulty, we cannot accept returns of gift cards, personalised or made to measure items, or underwear and swimwear with the hygiene seal removed. Items marked final sale cannot be returned for a change of mind, but they can always be returned if faulty. If you are unsure whether an item can be returned, ask us before sending it. Parcels sent to us without first requesting a return may not be accepted.

How to return an item

Step 1. Email support@baruru.com with your order number and the items you would like to return. Telling us the reason helps, but you do not have to.

Step 2. Within 2 business days (Monday to Friday) we send you return instructions with a return number and the address of our warehouse.

Step 3. Send the items back within 14 days of contacting us. Pack them well, put the return number inside the parcel and use a tracked service. Keep your proof of postage until you have your refund. Parcels without a return number take longer to process.

Return postage

If you changed your mind or need a different size, you pay for the return postage. If the item is faulty, damaged or incorrect, we cover the return postage. We never charge a fee for receiving a return.

Exchanges

We do not offer direct exchanges. For a different size or colour, place a new order for the item you want and return the original item for a refund. It is the quickest way. If we sent you a faulty or incorrect item, we will send the right one at our cost.

Faulty, damaged or incorrect items

Please check your order when it arrives. If something is faulty, damaged or not what you ordered, email us, ideally within 48 hours of delivery, with photos of the item, the packaging and the parcel. This helps us sort it out quickly, but it is not a condition of your rights. Once we have taken a look, we will send a replacement free of charge or refund you in full, and we pay for the item to be sent back to us. For a major failure you can choose a refund or a replacement.

Lost or delayed parcels

If your tracking has not moved for a while or your parcel is running late, contact us and we will look into it with the carrier. If the carrier confirms the parcel is lost, or it has not arrived within 30 days of dispatch, you can choose between a new parcel and a full refund. More details are in our Shipping Policy.

Refunds: when and how

Inspection. We check your return within 3 business days (Monday to Friday) of it reaching our warehouse and email you our decision. If we cannot approve a return, we will explain why.

Payment method. The money goes back to the method you paid with: a card payment to the same card, and Apple Pay, Google Pay and Shop Pay to the card linked to them. We cannot refund to a different account, in cash or as store credit.

Amount. We refund what you actually paid for the returned items, after any discount. If you return part of an order, we refund only the returned items. Shipping to you is always free, so there is no shipping charge to refund. If an item is faulty, damaged or incorrect, we also pay to have it sent back to us. The cost of sending an item back because you changed your mind is not refunded.

Timing. Once we have approved your refund, your bank or card issuer may need another 1-7 business days (Monday to Friday) to show it in your account. Allow up to 14 days (10 business days) in total from the day your return reaches our warehouse.

Closed or replaced card. If the card you paid with has been closed or replaced, your bank will pass the refund on to your new account. Contact your bank for details.

Cannot see your refund? Check with your bank first, then contact us. We can send you a refund confirmation with a reference number. If 15 business days (Monday to Friday) have passed since we approved your refund and you still have not received it, email support@baruru.com with your order number and we will look into it for you.

More about payments can be found in our Payment Policy.

Contact us

Store name: Baruru
Company: Ophir Commerce Systems Limited, company number 79477404
Company address: Unit 2A, 17/F Glenealy Tower, No. 1 Glenealy, Central, Hong Kong
Email: support@baruru.com
Phone: +61 3 9088 0326
Contact form: baruru.com/pages/contact
FAQ: baruru.com/pages/faq
Customer service hours: Monday to Friday, 9:00 AM to 5:00 PM (Melbourne time); Saturday and Sunday: closed
We reply to every email within 24 hours on business days (Monday to Friday).