Refund and Returns Policy
Overview
We want you to shop with confidence. This Refund and Returns Policy explains how returns, refunds, damaged items, incorrect items and order issues are handled.
This policy is designed to work alongside your rights under the Australian Consumer Law. Your consumer guarantees cannot be excluded, restricted or modified where they apply. If a product does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the issue.
Change of Mind Returns
Due to the nature of our products, we generally do not accept returns for change of mind, especially for:
- Food, snacks, sweets or consumable products
- Opened, used or damaged items
- Hygiene-related products
- Clearance, promotional or limited-stock items
Australian businesses are generally not required to provide a refund or replacement when a customer simply changes their mind, unless the business has chosen to offer that as part of its own policy.
Faulty, Damaged or Incorrect Items
Please contact us as soon as possible if your order arrives:
- Damaged
- Faulty
- Incorrect
- Missing items
- Significantly different from the product description
Please include your order number, a short description of the issue, and clear photos of the item, packaging and shipping label where possible.
Once we review your request, we may offer a replacement, refund, store credit or another suitable solution depending on the situation.
Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law.
Products sold in Australia come with consumer guarantees, including that goods must be of acceptable quality, match their description and be fit for their usual purpose. If a product fails to meet a consumer guarantee, a customer may be entitled to a remedy.
Return Eligibility
To help us process your request, returned items should generally be:
- Unused and unopened
- In their original packaging
- In the same condition as received
- Accompanied by proof of purchase
Some products may not be suitable for return due to hygiene, safety or consumable-product reasons, unless required under Australian Consumer Law.
Clearance and Promotional Items
Many of our products are sold as limited warehouse clearance deals or promotional offers.
Clearance pricing does not remove your rights under Australian Consumer Law. However, we may not accept change-of-mind returns for clearance or promotional items.
Refund Processing
If a refund is approved, it will be processed back to the original payment method where possible.
Please allow time for your bank, card provider or payment platform to process the refund after it has been issued.
Shipping, payment processing or handling costs may not be refundable unless required by law or unless the refund relates to an issue covered by Australian Consumer Law.
Return Shipping
If a return is approved, we will provide instructions on where and how to return the item.
Return shipping costs may depend on the reason for the return. If the return is due to a confirmed faulty, damaged or incorrect item, we will provide a suitable resolution in line with Australian Consumer Law.
Order Issues and Delivery Problems
If your parcel is delayed, missing or marked as delivered but not received, please contact us with your order number.
Orders are shipped with Australia Post where applicable. Tracking details will be provided once your order has been dispatched.
How to Request Help
To request help with a return, refund or order issue, please contact our support team and include:
- Your order number
- Your full name
- The email address used at checkout
- Photos of the item and packaging, if relevant
- A short explanation of the issue
We usually respond within 1–2 business days.
Policy Updates
We may update this Refund and Returns Policy from time to time. The latest version will apply to orders placed after the policy has been updated
