Last updated: 4 November 2026
1. Your rights under 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.
Nothing in this policy excludes, restricts or modifies those rights.
2. Faulty, damaged or incorrect items
To make a claim, email shop@bambusa.com.au with:
- your order number
- a description of the problem
- clear photos of the item and its packaging
We may ask you to return the item so we can assess it. If the item is faulty, we'll pay the return postage.
Once we've confirmed a major failure, you can choose a refund or a replacement. For a minor failure, we'll choose whether to replace the item or refund it.
The following are not faults:
- normal wear, such as bristles softening or splaying with use
- damage from misuse, accidents or improper care, such as leaving the brush standing in water
- natural variation in bamboo colour, grain or texture
- mould, discolouration or bristle damage caused by the brush not being dried between uses, being stored wet or in a closed container, or being used for longer than 3 months
Natural bristles soften faster than nylon. That is normal and not a fault.
Caring for your bamboo brush
- Rinse well after brushing and shake off excess water.
- Stand it upright on its base, or in a holder, somewhere with airflow.
- Don't leave it lying in water, in a closed cup, or in a sealed travel case while wet.
- Replace your brush every 3 months, or sooner if the bristles splay.
3. Change of mind
Toothbrushes are personal hygiene products. For health reasons, we don't offer refunds, returns or exchanges for change of mind. This includes choosing the wrong bristle or no longer wanting the item, and applies to opened and unopened items.
Please choose carefully before you order. Our guide to boar bristle vs horse hair can help, or email us and we'll help you pick.
This doesn't affect your rights under sections 1 and 2 if an item is faulty, damaged, or not as described.
4. Orders placed before 5 November 2026
Orders placed before 5 November 2026 keep the returns terms that applied when they were placed, including the 30-day replacement guarantee and 14-day returns for unopened items. To make a claim, email us with your order number.
5. Brush Club
- You're charged the price per delivery shown when you join, every 3 months, until you cancel.
- To stop the next delivery, cancel at least 3 days before your next billing date. Deliveries that have already been charged and shipped are covered by sections 1 and 2, and aren't refunded for change of mind.
- If we change the price, we'll email you at least 14 days before the new price applies, and you can cancel before then.
6. Refunds
Approved refunds go back to your original payment method. Your bank may take 3 to 10 business days to show the refund.
7. Chargebacks
Please contact us before disputing a charge with your bank, because we can usually fix the problem faster. Disputing a charge doesn't affect your rights.