Refund policy

A. Voluntary Change-of-Mind Returns — Physical Products

Our voluntary change-of-mind return policy allows you to request a return within 30 days after receiving an eligible item. The item must be in the condition received, unworn or unused, with tags and original packaging. You will need your receipt or other proof of purchase.

Contact hello@baolab.au before returning an item. If your return is accepted, we will provide instructions on how and where to return the item and, where applicable, a return shipping label. Items sent back without first requesting a return will not be accepted under this voluntary change-of-mind policy.

Change-of-mind returns are not available for custom products or special orders, personalised items, sale items or gift cards. These conditions and exclusions do not limit rights or remedies for defective, damaged, incorrectly supplied or otherwise non-conforming goods under applicable law.

For a change-of-mind exchange, return the eligible item and make a separate purchase after the return is accepted.

B. ADB Enablement Service — Cancellation & Initial Money Back Guarantee

Digital services are not physical goods to return. This does not make the ADB Enablement Service automatically non-refundable or override its cancellation terms, Initial Paid-Service Money Back Guarantee or rights under applicable law.

You receive a full refund if you cancel at least 24 hours before the scheduled session. Contact us if you need to cancel or reschedule later.

If BAOLAB cannot successfully complete the portion of the ADB enablement process under our control during the original paid session for reasons other than a customer-side interruption described in section 4.4 of the BAOLAB Terms, you receive a full refund of the price paid for that service.

Merely starting the session or sending session information is not proof of successful performance and does not, by itself, remove refund eligibility. Once our part succeeds and the necessary vehicle-side access and instructions have been received, the remaining vehicle-side steps are customer-controlled. Customer-side connectivity interruptions during required online steps, exiting the required vehicle-side interface, powering off or restarting the vehicle/head unit, abandonment, or failing to follow instructions or complete required vehicle-side steps are assessed under section 4.4, not automatically treated as BAOLAB service failures.

For Bring a Mate / two-vehicle bundles, each of the two original vehicle sessions is exactly 50% of the bundle price for the Initial Paid-Service Money Back Guarantee. Eligibility is assessed independently for each vehicle. Each qualifying vehicle session refunds 50% of the bundle price:

• Both vehicle sessions qualify for the initial guarantee: 100% of the bundle price is refunded.
• One vehicle session qualifies: 50% of the bundle price is refunded.
• Neither vehicle session qualifies: no refund under the initial guarantee.

A customer-side interruption or other non-qualifying outcome on the other vehicle does not create additional refund eligibility. A customer's abandonment, connectivity interruption or failure to follow instructions does not, by itself, create guarantee eligibility. Goodwill retries do not establish an entitlement to unlimited complimentary retries. Read the Initial Paid-Service Money Back Guarantee and session terms.

The six-month complimentary re-activation benefit is separate from the initial paid-service guarantee. Later loss of access is assessed under those benefit terms and applicable law, not automatically treated as failure of the original session.

C. Faults, Non-Conformity & Consumer Rights

Inspect your order when practical and contact hello@baolab.au if it is defective, damaged, incorrectly supplied or otherwise non-conforming so we can assess the issue and arrange an appropriate remedy.

The 30-day period, condition requirements, prior-return procedure and change-of-mind exclusions above do not impose a deadline or remove any right or remedy that cannot lawfully be excluded. Sale, custom and personalised items are not excluded from those rights simply because change-of-mind returns are unavailable.

Nothing in this policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or other applicable law, including rights relating to products and digital services. The remedy available depends on the circumstances and applicable law.

Refund Processing

For a physical-product return, we will notify you after receiving and inspecting the item and let you know whether the refund is approved. Approved physical-product refunds are made to the original payment method within 10 business days. Your bank or card issuer may take additional time to process and post the refund. If more than 15 business days have passed since approval, contact hello@baolab.au.

Approved ADB service refunds are issued to the original payment method. Your payment provider or bank may take additional time to process and post the refund.

These processing arrangements do not limit any remedy or timing requirement under applicable law. See the BAOLAB Terms & Conditions for the terms applicable to your purchase.