At BSN, we aim to ensure that every order reaches you in the correct condition. If you experience an issue with your purchase, please contact our team for assistance.

Accepted Reasons for Returns or Refunds

A return, replacement, repair or refund may be considered in the following circumstances:

• An eligible product is returned unused and unopened within the applicable return period.
• The product is damaged during transit.
• The product has a verified manufacturing defect.
• The product supplied is incorrect or incomplete.

All requests require prior approval from BSN and may be subject to product inspection. The appropriate resolution will depend on the reason for the request, the product’s condition and the applicable warranty terms.

General Returns

General return requests must be submitted within 48 hours of delivery.

To be eligible, the product must be unused, unopened and undamaged, with its original packaging, accessories, serial-number labels and proof of purchase.

Products must not be returned until BSN has reviewed the request and provided return instructions.

Products Damaged During Transit

All products are inspected and securely packed at the BSN warehouse before dispatch.

If a product arrives damaged, please contact BSN within 48 hours of delivery and provide your order details, photographs of the product and packaging, and an unboxing video where available. Please keep the product and all original packaging until the case has been reviewed.

Responsibility for transit damage will depend on who arranged the delivery:

• Delivery arranged by BSN: If the damage is verified to have occurred during transit, BSN will coordinate with the courier and arrange an appropriate resolution.
• Delivery arranged by the customer: Once the inspected and securely packed product has been handed over to the customer’s nominated courier or representative, responsibility for loss or damage during transit passes to the customer. Any claim must be raised directly with the selected courier, although BSN may provide reasonable supporting documentation where available.

Customers should report any visible damage or tampering to the courier at the time of delivery.

Defective Products and Manufacturer Warranty

If a product has a suspected manufacturing defect, please contact BSN as soon as the issue is identified.

Warranty coverage varies by product, brand and supplier. Where applicable, the warranty period and terms will be stated on the product page, quotation, invoice or accompanying warranty documentation and communicated before the order is confirmed.

Warranty claims may require inspection by BSN, the supplier, manufacturer or an authorized service centre. Depending on the applicable warranty terms and inspection findings, the product may be repaired, replaced or otherwise resolved.

Warranty does not normally cover accidental damage, misuse, liquid or electrical damage, incorrect installation, normal wear and tear, or unauthorized repairs or modifications.

Incorrect or Incomplete Products Supplied

If BSN supplies a product that is different from what was confirmed in the order, or if an item or included accessory is missing, please contact us within 48 hours of delivery.

Provide your order details and clear photographs or videos of the product, packaging and contents received. Once the issue has been verified, BSN will arrange an appropriate correction, replacement or other resolution.

Non-Returnable Products

Unless defective, damaged during BSN-arranged delivery or incorrectly supplied, returns may not be accepted for:

• Opened, used, installed or activated products
• Special-order, pre-order or custom-sourced products
• Software, licences, batteries, storage media and consumables
• Clearance or promotional items
• Products with missing packaging, accessories or serial numbers

Refunds and Exchanges

Approved requests may be resolved through a replacement, exchange, repair, store credit or refund, depending on the circumstances.

Delivery charges are generally non-refundable. Customers may be responsible for return shipping unless the issue resulted from an error by BSN or verified damage during delivery arranged by BSN.

Contact Us

To request a return or warranty review, please contact the BSN team with your order number, product details and supporting photographs or videos. Do not return any product until you have received confirmation and return instructions from BSN.