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Baxter & Black has thoroughly tried & tested all of the products we offer. With this in mind, we believe they are of the highest quality, but if you are not happy with your purchase, we will refund or exchange.

Damaged, incorrect or faulty items

Baxter & Black takes the extra effort to ensure that our parcels are packaged as carefully as possible in order to not get damaged in transit.

  • For goods that are damaged during post, we will refund or resupply.
  • You will need to let us know within 5 days of the product arriving, so we can resupply as soon as possible if needed.
  • We may request photos of the damaged items. In some instances we may need them posted back at our expense for quality control.
  • To be eligible for a refund or resupply, you will need to first contact us at to let us know about the missing or damaged package. If more than three days have passed after receiving your parcel, I’m afraid we won’t be able to offer a refund

Unclaimed Items

We store completed unclaimed items for a period of 6 months. Whilst we do make efforts to contact the customer via phone, voice mail, and/or sms that their items have been completed it is the responsibility of the customer to claim their items within that time period. After that time we take no responsibility for items. Customers do need to retain their ticket/docket to claim their items. No refunds are given for items or work done that are not picked up within the 6 month period.

Missing postal items

In the unfortunate event of our carrier losing an item, we will chase up with the carrier to find its whereabouts and rectify the situation.

Change of mind refunds

The team at Baxter & Black are highly experienced in helping our valued clients choose suitable products, especially for shoe care. If you are not sure about which product you need, just message the team for advice.

  • We offer a change of mind refund or exchange as long as we are contacted within 30 days of the actual purchase.
  • For change of mind products we will refund you the price of the item, but not the original cost of the postage to you.
  • You will be responsible for the cost of the postage back.
  • To be eligible for a refund or exchange, first contact us on to discuss the refund or exchange options. If thirty days pass after your purchase, I’m afraid we won’t be able to offer a refund or exchange.

Baxter & Black will send you an email to notify you that we have received your returned item. We will also notify you of the approval or possible rejection of your refund. If it is approved, your refund will be processed, and we will credit your original method of payment within 5 days. If the payment does not enter your bank account, please contact you bank. If it hasn’t reached your bank, please contact us on

Return address

In the instance of a return, please address your parcel as below. We take no responsibility for missing return parcels, so please insure and track.

Baxter & Black
20 Enmore Road
NSW Australia 2042