Returns Policy

Because we are dealing in food products, we do not give refunds if you simply change your mind or make a wrong selection.

However if the goods have been damaged in transit or in the very unlikely circumstances they are not fit for consumption we will make a full refund. 

Please contact us on 1300 72 00 37 to organise return of the goods. 

Goods which are unfit for consumption can be returned for a full refund or exchange, if received back at the address below within 7 days, with the original packaging, labelling and BI receipt. Please notify both the carriers and us at once if any goods appear to have been damaged in transit and please retain all packaging.

Basic Ingredient Pty Ltd
PO Box 1099
BROWNS PLAINS QLD 4118

BI accepts no responsibility for loss or damage occurring in transit on return to BI. BI will test/evaluate all products returned. Some products may need to be returned to the manufacturer for testing. BI will contact you to advise of the status of the returned product. 


Unless stated otherwise under this Returns Policy, BI reserves the right to refuse any returns that:

  • Are incomplete or missing parts
  • Are not returned in their original packaging
  • The customers has simply changed their mind on the purchase
  • Show signs of physical damage to the product or its packaging

Please choose carefully. We do not normally give refunds if you simply change your mind or make a wrong selection. Our Policy does not limit your rights under the Australian Trades Practices Act or the Fair Trading Act.

Manufacturers Warranty

All products, unless noted otherwise, are sold with a full manufacturer’s warranty. The warranty periods vary by manufacturer and product, and conditions may apply.

You must contact BI within seven days of first noticing the problem for which you are claiming warranty, and at least 14 days before the expiration of the warranty period specified by the manufacturer otherwise we may not be able to authorise a return.

You will need to specify that the goods are being returned under the manufacturer’s warranty. You will need to arrange for return delivery of the product to the address listed in the Return Policy. BI will not pay, nor reimburse any costs associated with a customer-organised shipment under a manufacturer’s warranty.

The product must be received by our warehouse at least 7 days prior to expiration of the manufacturer’s warranty period so as to allow sufficient time for the product to be returned to the manufacturer before the expiration of the warranty period. Upon receipt of the product, BI will return the product to the manufacturer or its authorised service Centre or agent for repair/ or replacement.

The product will be repaired or replaced at the sole discretion of the manufacturer. Should the manufacturer determine that the fault is not covered by the manufacturer’s warranty, then we will advise you of the quoted repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair, the manufacturer may charge you an inspection fee. Once the product is returned to BI by the manufacturer or its authorised service centre or agent, we will arrange return delivery of the product to you at our cost.

For products where the manufacturer has determined that the fault is not covered by the manufacturer’s warranty, we require payment of the manufacturer’s service charges and any costs associated with processing of the return prior to returning the product to you.

Discontinued Products

BI will, under instruction from its vendors, discontinue some products from time to time. Your right to return these discontinued products may be limited.

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