Refund policy

Returns & Refunds Policy

At Bit Bank Australia, we're passionate about helping you find the perfect bit for your horse. We stand behind our products with a hassle-free returns process. If something isn't right, we're here to make it right—quickly and fairly.

Change of Mind Returns

  • You can return most new, unused, and unopened items within 14 days of delivery for a full refund.
  • We'll even cover the return shipping if the issue is our fault (e.g., wrong item sent or damaged in transit).
  • Want more time to test the bit? Add our 30-Day Trial Insurance at checkout for just $25—it lets you try the bit as many times as you like for up to 30 days with easy returns.

What we need from you:

  • The item must be in original condition with all tags and packaging. Bits that have been used or tried on without 30 Day Trial Insurance will not be accepted.
  • Exclusions: Personalized bits, ex-demo, sale/clearance items, or opened hygiene products (like bit cleaners) can't be returned for change of mind.

Faulty or Defective Items

Under Australian Consumer Law, you're entitled to a repair, replacement, or refund if the item is faulty, not as described, or doesn't last a reasonable time*.

  • For minor issues, we'll repair it for free within a reasonable time.
  • For major issues (e.g., unsafe or unusable), you choose: full refund, replacement, or repair.
  • We'll pay return shipping and refund any original delivery fees.

*This does not apply to synthetic/plastic/carbon bits damaged by chewing.

How to Return an Item

  1. Log into your account > Go to "My Orders" > Select the order > Click "Return Item".
  2. Choose your reason, upload photos if needed (helps us process faster!)
  3. Drop it off at any Australia Post location to this addresss (buyer is responsible for return post) 

Bit Bank Australia Returns

Parcel Locker 10079 20732

485 Heysen Blvd, Mount Barker SA 5251

Or email us at contact@bitbankaustralia.com.au with your order number—we'll guide you step-by-step.

Refunds

  • Expect your refund within 2–4 weeks of us receiving the return (usually faster!).
  • Breakdown: 5–10 business days for shipping back to us + 3–5 days for processing + 5–10 days for your bank.
  • Refunds go back to your original payment method. If unavailable, we'll issue store credit.

Important Note: We process returns Monday–Friday. Track your return securely via Australia Post for peace of mind.

Questions? Our team is here to help—email us or call during business hours. Happy riding!