1. Merchant Identification & Customer Support Contact

For all return authorization requests, shipping queries, product defect evaluations, or order cancellations, please reach out to our dedicated support office using the details below:

2. Product Eligibility & Condition Standards

To qualify for a standard change-of-mind return or size exchange, items must satisfy strict quality and sanitation guidelines prior to approval:

3. Step-by-Step Return Process

To ensure your return is tracked and processed accurately, please follow this standardized procedure:

• Step 1: Initiate Contact: Email [email protected] within 30 days of receipt. State your order number, item name, and reason for return.
• Step 2: RMA Authorization: Our team will review your email and supply a Return Merchandise Authorization (RMA) along with return mailing instructions.
• Step 3: Secure Repackaging: Securely wrap items (especially metal barware and delicate trays) in shock-absorbent cushioning to prevent transit denting or scratching.
• Step 4: Dispatch Package: Send the item to our Tasmania facility using a trackable mail service. Retain your shipping tracking receipt.

4. Return Shipping Costs & Responsibility

The allocation of shipping expenses for returning products depends on the reason behind the return request:

5. Inspection & Refund Processing Timelines

Once your returned parcel is delivered to our address at 2 George Town Rd, Newnham TAS 7248, our quality inspection department will verify its condition against our eligibility criteria:

• Inspection Window: Returns are inspected within 2 to 4 business days upon arrival.
• Approval Notification: You will receive an automated email confirmation approving or explaining any partial deduction if items arrive damaged.
• Refund Execution: Approved refunds are credited directly back to your original payment method (Credit Card, PayPal, Apple Pay, etc.) within 5 to 7 business days depending on your financial institution.

6. Statutory Protections under Australian Consumer Law (ACL)

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.

7. Contact Information for Policy & Claims

If you have questions regarding this Return and Refund Policy, or wish to inquire about an active claim, please reach out to our team: