Refund policy
Last Updated: 15 September 2026
Companion Bay wants you to be happy with what you bought. If you are not, returning it is simple.
Order Cancellations
You can cancel your order within 24 hours of placing it by emailing info@companionbay.com with your order number. After that window we cannot guarantee cancellation, as your order may already be in processing. Once it has been dispatched, cancellation is no longer possible, but you can return the item after delivery under this policy.
30 Day Easy Returns
You have 30 days from the day your order arrives to return an item. To be eligible, items must be:
- Unused
- In their original condition
- Returned with original packaging, tags and accessories
Our support team will guide you through the whole process. Restocking fee: $0. We never charge one.
Return Policy Overview
- Return Window: 30 days from the day your order arrives
- Condition: unused and in original condition with all packaging, tags and accessories
- Easy Returns: our support team walks you through it
- Restocking Fee: none
Return Costs
Defective or incorrect products. Nothing to pay. If the item is wrong, arrived damaged by the carrier, or is faulty in any way, the return is free.
Change of mind. If you ordered the wrong item, it does not fit, or you no longer want it, you cover the actual return postage. Original shipping costs are not refundable.
How to Return an Item
- Contact us. Email info@companionbay.com with your order number and the reason for the return.
- Pack your item. Repack it securely in its original packaging with all accessories, tags and documents.
- Send it back. Follow the instructions in your return authorisation email, using the carrier or method it recommends.
Refund Process
- Inspection: once your return arrives we check it against our return criteria.
- Refund timing: after approval, allow up to 7 business days for the refund to be initiated to your original payment method. Your bank or payment provider may take a little longer to show it.
Exchanges
We accept exchanges. If you would like to swap your item for a different size, colour or product, email info@companionbay.com with your order number and what you would like instead, and we will arrange a quick exchange for you.
Order Not Delivered
If your order has not arrived within the expected delivery window, email info@companionbay.com with your order number. We will investigate with the carrier. If the parcel is confirmed lost, we will issue a full refund to your original payment method or send a replacement at no extra cost.
Non Returnable Items
For hygiene and safety reasons a small number of items cannot be returned. These are clearly marked as non returnable on their product pages.
Changes to This Policy
We may update this Return and Refund Policy at any time. Any change appears on this page with a revised Last Updated date. Please review it from time to time. Continuing to use our website after a change means you accept the updated policy.
Questions? Visit our FAQ page or contact our customer service team.
Contact Information
Store Address: 2 Goulburn Place, Wakeley New South Wales 2176, Australia
Store Email: info@companionbay.com
Store Phone: +61282718289
Customer Service Hours: Monday to Friday: 9:00 AM to 5:00 PM (AEST)
We do our best to reply to your email within 1 to 2 business days.