Refund policy

 

Returns, Damaged & Missing Orders Policy

 

Damaged or Faulty Products

If you receive goods that are damaged or faulty, please contact us as soon as reasonably possible, ideally within 2 business days of delivery, so that we can assess and resolve the issue promptly.

To assist with your claim, we may require photographs of the product, packaging, and shipping label, as well as details of the issue observed upon delivery.

A product may be considered damaged or faulty where the bottle is broken, there is clear evidence of leakage in transit, or the product is not safe to consume. Minor cosmetic damage to outer packaging that does not affect the product itself is not considered a fault.

Where a claim is approved, we will offer a replacement, refund, or store credit, as appropriate. We may require the product to be returned where reasonably necessary.

 

Assessment of Leakage and Damage Claims

To assess claims relating to leakage or damage in transit, the condition of the parcel at the time of delivery is critical.

For a claim to be considered, you should contact us before opening or consuming the product and provide clear photographs of the unopened parcel (external packaging) as received, the internal packaging and bottle condition upon opening, the bottle seal and closure, and any visible signs of leakage such as wet packaging, staining, or residue.

Leakage during transit is typically accompanied by visible signs on the external packaging, particularly where non-water-resistant materials are used.

Where the parcel has already been opened before any evidence is recorded, the bottle seal has been broken, the product has been partially consumed prior to notification, or there is no visible evidence of external leakage or transit damage, we may be unable to verify that the issue occurred during transit and may decline the claim.

Claims raised after the product has been opened without prior evidence of the parcel condition may be difficult to assess.

We may request additional information or verification, including a statutory declaration, where reasonably required to assess a claim.

 

Opened or Consumed Products

We do not accept returns for products that have been opened, used, or consumed, except where required under the Australian Consumer Law.

 

Delivery Issues and Missing Orders

If your order has not arrived, or is marked as delivered but cannot be located, you must contact us as soon as reasonably possible.

We recommend contacting us within 10 business days of the expected delivery date to allow investigation with the carrier.

Delays in reporting delivery issues may limit our ability to investigate and may affect the outcome of the claim.

Where appropriate, we may require confirmation that the delivery location has been checked, additional information to assist investigation, or a police report or statutory declaration in cases of suspected theft.

 

Change of Mind Returns

We accept change-of-mind returns within 90 days of purchase, provided that the product is unopened and unused, all seals, closures, and labels are intact, and the product is in original condition.

Return shipping costs are the responsibility of the customer. Original shipping costs are non-refundable.

Returns that arrive damaged, opened, or incomplete may not be accepted.

 

Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved, refunds will be processed to the original payment method. Processing times may vary depending on your financial institution.

 

Sale Items

Sale items are not eligible for change-of-mind returns. Your rights under the Australian Consumer Law still apply.

 

Exchanges

We only offer exchanges where a product is confirmed to be faulty or damaged.

 

Incorrect Address and Return to Sender

If an order is returned due to an incorrect or incomplete address, or failure to collect from the carrier, you may be required to pay additional shipping costs for redelivery.

If a refund is requested, shipping costs incurred may be deducted.

 

Contact

For all return and claim enquiries, please contact info@craftdrinks.com.au