Return and Refund Policy

Effective Date: 19 August 2026

We want every customer to have a positive experience with their order. If you experience an issue with your order or product, please contact us first so that we can review the situation and provide an appropriate solution.

1. Returns, Replacements and Refunds

We do not offer a standard return service for unwanted or incorrectly ordered products.

For eligible product or order issues, we provide replacement or refund services only, depending on the circumstances of the issue.

All replacement and refund requests are reviewed on a case-by-case basis.

2. Issues Caused by Us

If an issue is caused by us, such as:

• You received the wrong product or flavour

• A product is missing from your order

• A product arrives damaged

• A product has a confirmed quality or functional issue

• Your order cannot be fulfilled due to an issue on our side

Please contact us within 15 days of receiving your order.

We may ask you to provide your order number, photos, or a short video showing the issue so that we can properly investigate it.

Depending on the circumstances, we may provide:

• A replacement product

• A refund

• Another appropriate solution agreed with you

3. Issues Caused by the Customer

If an issue is caused by incorrect information or an error made by the customer, such as:

• Incorrect shipping address provided at checkout

• Incorrect product or flavour selected

• Incorrect quantity ordered

• The customer changes their mind after the order has been processed or shipped

A refund or replacement is not automatically guaranteed.

If the order has already been processed or dispatched, we may be unable to make changes or cancel the order.

Please contact us as soon as possible if you notice an error with your order. We will review the situation and advise whether a solution is available.

4. Refund Eligibility

Refunds may be provided when:

• A product has a confirmed issue that cannot reasonably be resolved through replacement

• We are unable to fulfil an order due to an issue on our side

• You received an incorrect product and a replacement is not available

• Another circumstance is approved by our customer service team

Refund requests must be submitted within 15 days of receiving the order.

Requests submitted after this period may not be eligible for a refund or replacement.

5. How to Request a Refund or Replacement

Before requesting a refund or replacement, please contact our customer service team.

Please provide:

1. Your order number

2. A description of the issue

3. Photos or videos of the product, if requested

4. Any other information our customer service team may need to assess the issue

After receiving your request, we will review the information and determine the appropriate resolution.

Please do not send products back to us unless our customer service team specifically instructs you to do so.

6. Refund Processing

Once your refund has been approved, we will process the refund to the original payment method used for the order where possible.

After the refund has been processed by us, customers will generally receive the funds within approximately 3 business days.

The actual time may vary depending on your bank or card issuer's processing speed, and we cannot control delays caused by financial institutions.

7. Contact Us

If you have any questions about your order, product, replacement, or refund, please contact our customer service team first.

Customer Service Hours:
Monday – Friday: 9:00 AM – 6:00 PM (AEST)

We are generally closed on weekends and Australian public holidays.

Messages received outside our regular business hours will be answered as soon as possible on the next business day.

When contacting us about an existing order, please include your order number so that we can assist you more efficiently.

Contact Email: Please use the customer service email address provided on our website.

We are always happy to review your situation and help find an appropriate solution.