Refund & Return Policy
Sometimes a piece does not work out. If that happens, we will make the return as straightforward as we can. Your statutory rights as a consumer come first; the policy below adds to them where we can do better.
Last updated: April 2026
1. The Bussey 30-day return
We accept returns of unworn, unwashed, and unused items, with all original tags and packaging intact, within 30 days of delivery. This is our voluntary policy — it sits alongside, and does not replace, the statutory rights set out below.
Eligible for return
- Apparel and knitwear — unworn, unwashed, tags attached.
- Headwear and accessories — unworn, tags attached, packaging intact.
- Padel rackets — unused, in original protective sleeve, with all packaging.
Not eligible for return
- Items marked as final sale at the time of purchase.
- Personalised, monogrammed, or made-to-order items (save for the statutory exceptions in section 6 below).
- Items returned without original tags, or showing signs of wear, washing, or use.
- Underwear and intimate items (where stocked), for hygiene reasons.
2. EU consumers — 14-day right of withdrawal
If you are a consumer in the European Union, you have the right under Articles 9–16 of the Consumer Rights Directive (2011/83/EU) to withdraw from this contract within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you (or a third party other than the carrier, nominated by you) acquired physical possession of the goods. To exercise the right, inform us at care@ggbussey.com of your decision before the period expires. You may use the model withdrawal form at the end of this Policy, but it is not obligatory.
If you withdraw, we will reimburse all payments received from you, including the cost of standard outbound delivery (but not any supplementary cost arising from your choice of an upgraded delivery method), within 14 days of being informed of your decision. We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent them back, whichever is earlier. You will bear the direct cost of returning the goods. You are liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
3. UK consumers — 14-day right of withdrawal
If you are a consumer in the United Kingdom, you have an equivalent right of withdrawal under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The terms set out in section 2 apply correspondingly.
4. Australian consumers — statutory guarantees
Australian Consumer Law gives you guarantees that goods will be of acceptable quality, fit for purpose, match their description, and match any sample or demonstration model. These rights cannot be excluded. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are 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.
5. US, MEA & other customers
Customers in all other markets have the benefit of our voluntary 30-day return policy (section 1) plus any non-derogable statutory rights under their local consumer law. Customers in California, the European Free Trade Association states, and elsewhere may have additional rights — see your local consumer-protection authority for detail.
6. Personalised & made-to-order items
Personalised, monogrammed, and made-to-order items are non-returnable and non-refundable unless faulty or damaged on receipt. This reflects the made-to-consumer-specifications exception to the 14-day withdrawal right under the EU Consumer Rights Directive and the UK Consumer Contracts Regulations 2013. Your statutory rights in respect of faulty goods are not affected.
7. How to make a return
Step 1. Email care@ggbussey.com within the applicable window (30 days for the Bussey return; 14 days for EU/UK withdrawal). Include your order number and the items you wish to return.
Step 2. We will send you a Return Authorisation (RMA) and instructions, including the return address. Please do not send items back without authorisation — they may be refused at the warehouse.
Step 3. Pack the items securely with all original packaging, tags, and inserts. Use a tracked service and retain the tracking number until your return is processed. You retain responsibility for any loss or damage to returned items until they are received at our facility.
Step 4. Once received and inspected, we will process your refund within 5–10 business days (and within 14 days for EU/UK withdrawal). Refunds are issued to the original payment method.
8. Return shipping costs
Return shipping costs are the responsibility of the customer, except where the item is faulty, was incorrectly supplied, or where you are exercising a non-derogable statutory right that requires us to bear the cost.
We do not accept returns made on a "freight collect" basis — packages sent freight collect will be refused.
9. Refunds
Refunds are issued to the original payment method. Depending on your card issuer or payment provider, refunds may take a further 3–10 business days to appear in your account after we issue them. We will refund the cost of the goods and (for EU/UK withdrawal, or where required by applicable law) the cost of standard outbound shipping. We do not refund express or upgraded shipping unless we made an error. Duties and taxes pre-paid at checkout are refunded only where you exercise a right of withdrawal or where applicable law requires.
10. Faulty or incorrectly supplied items
If your item arrives faulty, damaged, or different from what you ordered, contact care@ggbussey.com within 7 days of delivery with photographs and a description. We will:
- confirm the issue;
- offer a remedy appropriate to the issue and your statutory rights (repair, replacement, or refund);
- pay the return shipping cost; and
- process the remedy promptly.
11. Order cancellations
If you wish to cancel an order before it has been dispatched, email care@ggbussey.com as soon as possible. We will do our best to stop the order, but cannot guarantee cancellation once an order has entered our dispatch queue. Once dispatched, the return procedures above apply.
Model withdrawal form
If you are exercising a statutory right of withdrawal, you may use the following model form (completion is not obligatory):
To George G. Bussey & Co. Pty Limited, 8/1 O'Connell Street, Sydney, NSW 2000, Australia, care@ggbussey.com:
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*), ordered on (*)/received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.