Refund Policy

1. (a)

   We offer refunds and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.

2. (b)

   Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.

3. (c)

   Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

1. (a)

   Under the Australian Consumer Law:

   1. (i)

      Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the goods, you are entitled:

      1. A.

         to cancel the purchase; and

      2. B.

         to a refund for the price of the goods; and

      3. C.

         compensation for any damage or loss (whether direct or consequential) that was, or reasonably ought to have been, foreseeable by us.

   2. (ii)

      If the failure does not amount to a major failure, we may choose to repair or replace the goods, or provide you with a refund. You are not entitled to reject the goods for a minor failure.

2. (b)

   We offer refunds and replacements in accordance with the Australian Consumer Law.

3. (c)

   The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.

4. (d)

   If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

5. (e)

   Further information about consumer rights is available from the Australian Competition and Consumer Commission.

1. (a)

   We may, at our discretion, offer you a refund or exchange, for a change of mind if all of the following conditions are met:

   1. (i)

      You notify us within 14 days of receiving the product to request a return authorisation;

   2. (ii)

      The product is returned to us within 21 days of receipt (to allow reasonable time for return shipping after notification);

   3. (iii)

      The product is unused, unopened and in its original packaging with seals intact;

   4. (iv)

      The product is in resaleable condition; and

   5. (v)

      You provide proof of purchase.

2. (b)

   For food safety and hygiene reasons, we do not accept change of mind returns for opened tea products. This includes tea products where the seal or packaging has been broken, even if the product has not been brewed or consumed.

3. (c)

   We reserve the right to refuse a change of mind return where the above conditions are not met.

4. (d)

   Unless the product was incorrectly supplied by us, you are responsible for return shipping costs for change of mind returns.

5. (e)

   Change of mind returns are not available for Wholesale Customers (as defined in our Website Terms and Conditions) unless otherwise agreed in writing.

6. (f)

   Products purchased at pop-up events, markets or other in-person sales are subject to the same change of mind return conditions as online purchases. Please retain your receipt as proof of purchase.

7. (g)

   Change of mind returns under this clause 3 are not available for products delivered to an International Destination (as defined in our Website Terms and Conditions). This exclusion does not affect your rights under clause 2, or our commitment under clause 4 to assess faulty, damaged, incorrect or missing products delivered internationally on a case by case basis.

1. (a)

   In the event that your order arrives damaged, faulty, incorrect or incomplete, please contact us within 7 days of delivery at hello@chawutea.com and provide:

   1. (i)

      Your order number;

   2. (ii)

      A description of the issue;

   3. (iii)

      Photos where relevant.

2. (b)

   We will review your request and arrange a replacement or refund where appropriate under the Australian Consumer Law.

3. (c)

   For products delivered to an International Destination, we will assess your request under this clause 4 on a case by case basis, having regard to the circumstances (including the practicality of return shipping). This may include offering a replacement, refund, partial refund, credit or other appropriate remedy without requiring the product to be returned to us. This clause does not limit any right or remedy you may have under the Australian Consumer Law, or the equivalent consumer protection law of your country, that cannot be excluded.

1. (a)

   In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the Returned Product) back to us, as well as any cost of shipping any replacement product to you.

2. (b)

   If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.

3. (c)

   Clause 5(a) does not require you to return a Returned Product to us from an International Destination where we determine, acting reasonably, that this is impractical (for example, having regard to shipping cost, customs requirements or delay). In those circumstances, clause 4(c) applies instead.

1. (a)

   We aim to process any requests for replacements or refunds within 3 business days of receipt.

2. (b)

   We will notify customers of the status of their request within 3 business days and provide regular updates until the matter is resolved.

1. (a)

   To request a return, please contact us at the email address set out in clause 9 below.

2. (b)

   Unless otherwise determined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.

3. (c)

   To be eligible for a refund or replacement, you must provide proof of purchase.

4. (d)

   Once your return is received and inspected, we'll notify you of the approval status. If approved, a refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or card provider to process the refund.

Any personal information collected by us in connection with a return, refund or replacement request will be handled in accordance with our Privacy and Cookie Policy, available on our Website.

If you wish to speak to us about this Policy or about any refund or replacements, please contact us at: hello@chawutea.com.