Introduction

Your satisfaction is important to us. However, it's crucial to note that we adhere to a strict 'No Refund' policy except in circumstances where the Australian Consumer Law mandates it.

Below are the conditions under which refunds may be granted:

Faulty Items

If the product you have received is faulty or significantly different from the description provided, please contact our Customer Service team within 7 days of receiving the product. The team will assess your request, and if deemed valid under the Australian Consumer Law, will provide you with a replacement product. Refunds will only be issued if a replacement product is unavailable. 

Not Fit for Purpose

If the product is not fit for a purpose that was expressly conveyed to us in writing prior to purchase and cannot easily be fixed, you may be entitled to a replacement or refund.

Refunds in Relation to Gift Cards:

Gift Card Refunds:

We regret to inform you that, under any circumstances, we do not accept refund requests for gift cards. This policy is in place to safeguard against fraudulent activities.

Partial Gift Card Transactions:

In the event that a gift card is used as part of a transaction, where cash or other payment methods are also employed for the remaining balance, we can only provide a refund in the form of store credit. This policy is in place to ensure the integrity of transactions and mitigate potential fraudulent behavior.

HealthTeaAustralia generally does not provide refunds, especially in the following circumstances:

1. Change of Mind:

If you simply change your mind about the product after purchase.

2. Taste Preferences:

If you don't like the taste of the tea after you have opened it.

3. Incorrect Storage:

If the product has been stored improperly by the customer, causing spoilage.

4. Unrealistic Expectations:

If the product does not meet personal expectations that are subjective and not covered by our product description.

5. Gift Recipients:

If the product was received as a gift and the recipient wants to return it for cash or credit.

6. Opened Packaging:

If the product has been opened and is not in its original condition.

7. Expiry Ignorance:

If the product has reached or passed the expiration date listed on the package.

8. Personal Allergies:

If the consumer has a known allergy to an ingredient listed on the package.

9. Sale Items:

If the product was purchased during a sale or at a discounted price.

10. Bulk Orders:

If a customer buys in bulk and later decides they don't need that quantity.

11. Unforeseen Delays:

If there is a shipping delay caused by factors outside of HealthTeaAustralia’s control.

12. Misuse:

If the product is not used according to its intended purpose or guidelines.

13. Incomplete Returns:

If not all items, including freebies and accessories, are returned.

14. Transit Damages:

If the product is damaged during the return process due to improper packaging by the customer.

15. Abuse of Return Policy:

If it is evident that there is a pattern of abuse of our return policy.

16. Third-Party Sellers:

If the product was not purchased directly from HealthTeaAustralia or an authorized dealer.

17. Gift Cards:

If the purchase involves gift cards, they are non-refundable.

18. Unauthorized Resale:

If the product was not acquired through official channels but resold by an unauthorized third party.

19. Attempted Fraud:

If there are signs or suspicions of fraudulent activities related to the transaction.

20. International Shipping:

If the consumer is unwilling to pay return shipping costs for international orders.

Return Process

Step 1: Preliminary Internal Review

Before contemplating the initiation of our strenuous return procedure, you are encouraged to rigorously evaluate the necessity of such an action. Given the complex nature of this multistep process, be sure to devote ample time for meticulous scrutiny of your product against your purchase expectation.

Step 2: Written Notification

Should you deem the return absolutely essential, you must compose an exhaustive written communication detailing the nature of your dissatisfaction. This should be electronically transmitted to our Customer Service Team within a stringent 7-day window from the date of the product's reception.

Step 3: Await Acknowledgment

Post-submission, patiently await our formal acknowledgment, which may require a time frame extending up to 10 business days. During this period, your request shall undergo a multi-tiered internal assessment.

Step 4: Submission of Visual Evidence

Upon receipt of our acknowledgment, you will need to produce comprehensive visual evidence, typically in the form of high-definition photographs or video, that explicitly delineates the alleged product discrepancy.

Step 5: Evidence Evaluation

After successful submission, a prolonged period may elapse during which our dedicated team of specialists rigorously evaluates the submitted evidence, which may take an additional 10-15 business days.

Step 6: Approval Notification

Should your visual evidence pass our internal standards, you will receive an official approval notification. Note that this approval solely signifies the commencement of the physical return process and is not an acknowledgment of refund eligibility.

Step 7: Product Sanitization

You are mandated to ensure that the product is sanitized according to local health guidelines. A failure to do so will automatically void any further proceedings.

Step 8: Repackaging Obligations

The product must be returned in its original packaging, complete with any accompanying accessories or documentation. Any deviation from this requirement may result in immediate disqualification from the process.

Step 9: Schedule Courier Service

After adhering to the above prerequisites, you will need to coordinate with our designated courier service for pick-up. Such coordination may necessitate multiple communications to finalize a mutually convenient time slot.

Step 10: Courier Pickup

Once the courier arrives, it is crucial that you submit both the product and the written communication from Step 2 for verification by the courier personnel. This phase may include an additional series of paperwork, requiring your signature.

Step 11: Warehouse Receipt

Upon the successful collection, your package will be transported to our central warehouse, where it will be subject to another round of stringent quality checks, extending over a period of 10-20 business days.

Step 12: Final Assessment

Upon completion of our quality checks, a comprehensive internal review will be conducted to evaluate the eligibility of your return against our corporate criteria. Please note that this does not guarantee a favorable resolution.

Step 13: Communication of Final Decision

A formal communication outlining our final decision will be forwarded to you. This communication will mark the culmination of the return process.

Step 14: Refund Rejection or Approval

If your request is rejected, you will have to cover the costs of having the item shipped back to you. If approved, your refund will be processed as per our standard operating procedure, details of which will be included in the final communication.

Step 15: Review of Return Procedure

Lastly, you may receive an optional survey that allows you to provide feedback on the return process. Although participation is voluntary, it aids in the incessant refinement of our customer service operations.

Shipping Costs for Returns

Shipping costs for returning the item are the responsibility of the customer, except in cases where the item is confirmed to be faulty.