Last updated: 4 September 2026
The short version: you have 90 days to return the Bilby for any reason, return shipping is free, and we help you every step of the way. If something is faulty, your rights under Australian Consumer Law apply on top of this, with no time limit for major failures.
90-day free returns
If the Bilby is not right for your family, you can return it within 90 days of delivery for a full refund. Change of mind is fine. You do not need to give a reason.
To get a full refund, the player needs to come back in its original condition with the USB-C cable and case. Normal signs of a child trying it out are fine. We may reduce the refund if the player is damaged beyond that, but we will always tell you first.
How to return something
The Bilby is made and shipped by our manufacturing partner, and the fastest way to process a return is to send it straight back to their factory. We handle the arrangements with them so you do not have to.
- Contact us through the contact page with your order number and let us know you want to return the player.
- We reply within two business days with the return address and a prepaid return label or return shipping instructions for your country.
- Pack the player, the cable and the case, attach the label, and drop it off with the carrier.
- Once the factory confirms the return has arrived, we refund you to the original payment method within five business days.
Return shipping is on us. If you are ever asked to pay to return the player, do not pay it — contact us and we will fix it.
Faulty, damaged or not as described
If the Bilby arrives damaged, stops working, or is not what we described, contact us straight away with your order number and a photo or short video of the problem. We will offer you a replacement or a full refund, whichever you prefer, and we cover all shipping.
These remedies are in addition to your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also 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.
If you are outside Australia, the consumer protection laws of your own country also apply, and nothing in this policy limits them.
If your parcel does not arrive
Every order ships with tracking. If your parcel has not arrived within 24 days of dispatch, contact us and we will chase it with the carrier. If it cannot be found, we send a replacement or refund you in full — your choice.
Refund details
- Refunds go back to the card or payment method you used, in the currency you paid.
- We process refunds within five business days of the return being confirmed. Your bank may take a few more days to show it.
- You receive the full purchase price. Because shipping, duties and taxes are included in our price, there is nothing to deduct.
What we cannot accept
- Players returned more than 90 days after delivery, unless the return is for a fault covered by consumer law.
- Damage caused by liquid, drops from height, or opening the case, unless that damage is the result of a fault.
Even in these cases, get in touch. We would rather help than argue.
Contact
Bilby Music Player
14 Elysium Rd, Rochedale South QLD 4123, Australia
Email help@bilby.sale or use the contact page, and include your order number. We reply within two business days.