Built Not Bought Terms & Conditions of Sale 

Returns Policy

Built Not Bought Returns Policy

For updates to this Returns Policy please visit our


or email admin@builtnotbought.com.au


Dispute Escalation

If you feel that your rights under consumer law or our Returns Policy have not been met, please forward your concerns in writing to:


Your privacy:

Built not Bought will only collect, use and

disclose your personal information in accordance with

the Privacy Principles outlined in the Privacy Act 1988



Our Privacy Policy can be located at our Built Not Bought website at www.builtnotbought.com.au


Bulky and fuel operated products:

For safety reasons, please contact Built Not Bought before returning any bulky or fuel operated.



In some cases a refund, replacement or repair may not be offered if you:


• Substantially modify the product

• Misuse the product contrary to user instructions or packaging labels

• Simply change your mind Certain products are excluded under our Returns Policy unless they are faulty, these include:

• Tailor made customer orders 

• Storage discs (CD’s and DVD’s)


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 for 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.

We want you to be totally satisfied with our products and services There may be times when you need to return your in-store or online purchase. Our Returns Policy is designed to assist you in returning your product.


We would like to remind you that the benefits given by our Returns Policy are in addition to other rights and remedies you may have under Australian consumer law.


When to return a product?


We offer you a replacement, credit or refund where products have a major failure, such as:


• When they are faulty

• Wrongly described

• Different from a sample shown to you; or

• Do not do what they are supposed to do


Where to return a product: Take or send your product to


PO Box 3272, Caloundra DC, QLD, 4551


This includes products that carry a manufacturer’s warranty, which may need to be assessed by the manufacturer.

What information is needed to complete your return?

• Show your receipt

• Try to return the product in the same condition as it was purchased (including manuals, accessories and packaging).

• Provide us with any extra information we may need to process your return.

With a receipt

• For an exchange, credit, refund or repair we ask for your name, telephone number and signature in

addition to your receipt.

• All purchases made on a debit/credit card will be credited back to the original card used, so please

have your card with you.


Without a receipt

• If you don’t have a receipt, we ask for your photo identification showing your name, address and


• You can help us determine proof of purchase by providing a Bank Statement or similar.


How long do you have to claim?

Consumer guarantees under the Australian Consumer Law and New Zealand Consumer Law are not limited by a defined time period and can vary from product to product depending on factors such as the nature of goods, price and statements made on packaging and product labels.



Any expenses relating to the return of your product to store will normally have to be paid by you.

For online store purchases, we will pay for return freight for any product assessed as having a major failure.


Assessing your return


Product Assessment:

We may need to conduct an assessment of your product to determine whether a repair,

replacement or refund is appropriate. Certain technical products may need to be sent to the manufacturer or their repair agent for assessment.


Liaise with the manufacturer, for some product assessments you may have the option to liaise directly with the manufacturer, or their repair agent. Our staff can provide

you with the relevant manufacturer contact details.


Products assessed as having a minor fault will be repaired by the manufacturer and returned to

you within a reasonable time. We offer a refund or replacement if the product is assessed as having a major failure.


Returning online purchases

By post or courier: Liaise with our service desk on the below contacts:


Within Australia

Email: admin@builtnotbought.com.au

Built Not Bought Terms & Conditions of Sale of Tickets & Events


Built Not Bought (ABN 86 600 629 802) (“Built Not Bought”) provides ticketing services, including the sale and distribution of tickets, as agent for the venue, promoter or person responsible for holding the relevant event (the “Seller”). In providing these services, Built Not Bought owns and operates BuiltNotBought.com.au (the “Site”).

Please read these Terms and Conditions carefully before purchasing a ticket. By purchasing a ticket from Built Not Bought, you agree to be bound by these Terms and Conditions.


These Terms and Conditions relate both to the sale of tickets and attendance at events. These Terms and Conditions apply to both the original purchaser and any

subsequent ticketholders (“you”).


Variation to Terms and Conditions

Built Not Bought may vary these Terms and Conditions at any time by updating them. Any variations will only apply to ticket purchases made after these Terms and Conditions have been updated.


Additional Seller Terms and Conditions

Each ticket is also sold subject to any additional terms and conditions of the Seller for the particular event (including their Conditions of Entry) (“Seller’s Terms”). The Seller’s Terms may be disclosed as part of the event information on Built Not Bought’s website and at Built Not Bought agents and outlets at the time of purchase. The Seller’s Terms are also available from Built Not Bought on request.


General Terms and Conditions
Built Not Bought utilises eventbrite in the sale of all tickets. As such, except as specified in these Terms and Conditions, all claims in connection with tickets or events are the sole responsibility of the Seller and, except to the extent required by law (including the Australian Consumer Law) Built Not Bought otherwise has no liability to you.

Without limiting other remedies, Built Not Bought may limit, suspend or terminate the ticket requests of users who are acting inconsistently with these Terms and Conditions, including in particular the ticket requests from of users who we believe are harassing, threatening or abusing our employees or other users or who act in an unlawful or inappropriate manner. For clarity, Built Not Bought may limit, suspend or terminate the ticket requests of a user which has been activated primarily to circumvent temporary or permanent suspensions already in place with respect to a different account.


Refunds, exchanges and replacements

Subject to requests made under the Refundable Tickets Terms and Conditions of Sale below, or the COVID-19 Refunds and Exchanges Terms and Conditions:

  1. Built Not Bought will only offer a refund or exchange of a ticket if an event is cancelled, rescheduled or significantly relocated (and you cannot or do not wish to attend the rescheduled or relocated event), or to the extent otherwise required by law (including the Australian Consumer Law). You must apply for a refund within a reasonable time. Built Not Bought does not offer refunds or exchanges as a result of a change in your personal circumstances;

  2. If an event is cancelled, rescheduled or significantly relocated, all liability is limited to the amount for which the ticket was purchased (including any fees or charges). Proof of purchase may be required for any refund or exchange. Unless required by law (including the Australian Consumer Law), Built Not Bought will not be liable for any other losses incurred by you as a result of the cancellation, rescheduling or relocation of an event, including any travel and accommodation expenses;

  3. Built Not Bought will only replace lost, stolen, damaged or destroyed tickets if the authenticity of the ticket can be verified, including proof of purchase, and if you give reasonable notice before the event. Built Not Bought may charge a reasonable fee for the replacement of tickets.

  4. You should carefully consider the refund and cancellation policies of travel, accommodation and other goods or service providers when making arrangements for attendance at an event. You may also wish to consider taking out a relevant insurance policy to cover for any losses in the event of cancellation, rescheduling or relocation;

  5. In most cases, refunds will be automatically processed to the credit card originally used for purchase.


Variations to performances or events

  1. The Seller reserves the right to add, withdraw, reschedule or substitute artists and/or vary advertised programs, prices, venues, seating arrangements (including ticket categories) and audience capacity.


Conditions of entry

  1. Admission to an event is subject to the Seller’s Terms.  In particular, the following form part of the Seller’s terms unless otherwise specified:

  2. You may be denied entry into, or removed from, an event where the Seller has reasonable grounds to do so, including if you breach these Terms and Conditions or the Seller’s Terms, or you are intoxicated, under the influence of illicit drugs, inappropriately attired or adversely affecting the enjoyment of the event by others.

  3. If you arrive late, you may not be admitted until a suitable break in the event.

  4. You may not be permitted to take into the event, or use, cameras or other photographic or recording equipment (including mobile phones).

  5. You may be required to submit to a search of your person and/or possessions before entering the event.


COVID-19 specific conditions of entry

  1. You acknowledge that the event may be scheduled to be held, or will be held, during a time at which one or more Government directions or regulations may be in force regarding the number of persons attending an event (or the holding of the event itself). If that is the case, then the number of persons permitted to be in or around the Venue may be affected, resulting in the Seller (or Built Not Bought, on behalf of the Seller) being required to or deciding to:

    1. cancel or postpone the event;

    2. reduce the number of persons who may attend the event;

    3. change your seating allocation; and/or

    4. change any standing or seating configurations for attendance at the event;


In which case You may receive a refund in accordance with these Built Not Bought Terms and Conditions of Sale, or the COVID-19 Refunds and Exchanges Terms and Conditions, as the case may be.

  1. You agree to comply with all Government directions, orders and regulations relevant to attending live events, which may be in place at the time of the event.

  2. If you are attending the event as part of a group, as the primary ticket purchaser, you are responsible for knowing the contact details of all attendees in your group. In the event you are contacted directly by the Government, including the Department of Health for the purposes of contact tracing, you must: (a) make the contact details of your group available to the Government (if you have the consent of each group member to do so); or (b) contact each member of your group, and request that they provide their contact details to the Government directly.

  3. All attendees in your group, including yourself, must commit to stopping the spread of COVID-19. If at the time of the event, either you, or any other members of your group are feeling unwell or are subject to a self-quarantine or self-isolation period, you agree not to attend the event. If you do attend the event, you agree to assume all risk associated with COVID-19


Authenticity and validity of tickets

  1. Entry to an event may be refused if the authenticity or validity of a ticket is questionable, including because the ticket has been damaged or defaced in any way, or has not been purchased from Built Not Bought or other authorised points of sale.


Resale of tickets & scalping

  1. Tickets may not, without the prior written consent of Built Not Bought and the Seller, be resold or offered for resale at a premium (including via on-line auction or other unauthorised resale sites) or used for advertising, promotion or other commercial purposes (including competitions and trade promotions) or to enhance the demand for other goods or services. If a ticket is sold or used in breach of this condition, the ticket may be cancelled without a refund and the ticketholder of the ticket may be refused admission. Built Not Bought will use reasonable efforts to notify you of such action.


SCALPING WARNING: The resale of tickets in certain circumstances is governed by ticket sales legislation and may attract criminal penalties.


Collection and delivery of tickets

  1. You must allow adequate time for collection or delivery of tickets. Methods of collection and/or delivery will be available when choosing your collection/delivery details. In the interests of minimising ticket scalping, Built Not Bought may change your delivery method to "venue collect" at its discretion.

  2. Where concessions are applicable, suitable and valid identification must be provided for collection of tickets and at the event.


Limitations on number of tickets purchased

  1. When purchasing tickets for a particular event you may be limited to a specified number of tickets. If you exceed the stated ticket limit, you may have any or all of your orders and tickets cancelled without notice by Built Not Bought at its discretion. This includes orders associated with the same name, e-mail address, billing address, credit card number or other information. Ticket limits apply to ensure fair access to tickets for fans, and as a measure to minimise ticket scalping.


System Errors

  1. While Built Not Bought takes all reasonable care to ensure that tickets are correctly priced and only available for sale when intended, sometimes errors may occur. Built Not Bought may cancel an order made as a result of any such error, although in the case of a pricing error Built Not Bought will endeavour to contact you to give you the option of purchasing the ticket at the correct price.


 Customer Errors

  1. If an error on your behalf results in Built Not Bought reprocessing the ticket transaction at your request, Built Not Bought may charge to you the actual costs incurred in reprocessing the ticket transaction, including any chargeback or postage fees charged to Built Not Bought by a third party.

For information regarding ticketing of live entertainment and sporting events, or to obtain a copy of the Code of Practice for Event Ticketing contact Built Not Bought or refer to www.liveperformance.com.au.


Built Not Bought Online Terms of Use and Privacy Policy

The Website Terms of Use and the Built Not Bought Privacy Policy are incorporated into these Terms and Conditions and apply to all sales through this Site.

The term “including” when used in these Terms and Conditions is not a term of limitation.