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Small Australian Family Business making Healthy Living Affordable!
Small Australian Business making Healthy Eating Affordable!

RETURNS & MISSING ITEMS

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned which can/are razors, blades, facemasks, underwear, period underwear, menstrual cups, chocolate, reusable sanitary pads, feminine hygiene products, or gift cards..

Additional non-returnable items:
Gift cards
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.
Please note that any items that are returned, the buyer will have to pay the cost of the shipping fee.

 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If your request has been rejected, then we will ship it back to you, provided that you pay additional shipping fee. If you decide that you would not like the product been send back to you or do not pay additional shipping fee, your order will be non-refundable.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@artisanalaaustralia.com.au

 

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. We will provide with a gift card only minus any applicable fees & charges.

 

Exchanges (if applicable)

We only replace items if they are defective or damaged, we will refunded the additional shipping fee. If you need to exchange it for the same item, send us an email at info@artisanalaaustralia.com.au and send your item to us.

 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.

 

Shipping & Missing Items

Should you receive a faulty or damaged product, please contact us as soon as possible via email info@artisanalaaustralia.com.au within 24 hours with your specific problem and we'll get back to you promptly.

Missing Items- email info@artisanalaaustralia.com.au within 24 hours with the photos of products received and we'll get back to you promptly.

 

 

*PLEASE NOTE: We do not offer exchanges or store credit for 'change of mind' on the following:

 

Items that were purchased on Sale

Products that were ordered in specifically for the customer

 

 We are not required to provide a refund or replacement if you change your mind.

 

But you can choose a refund or exchange if an item has a major problem. This is when the item:

 

  • has a problem that would have stopped someone from buying the item if they had known about it
  • is unsafe
  • is significantly different from the sample or description
  • doesn’t do what we said it would,or what you asked for and can’t be easily fixed.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.

Please keep your proof of purchase—e.g. your receipt.

If you have received a damaged item, or an item that you did not order, please take a photo, and contact us within 24 hours of your order arriving.

CHANGE OF MIND POLICY

For products:

  • purchased instore or on line;
  • for instore purchases - are collected and paid for at the time of purchase; and
  • other than the excluded products listed below;

In addition to the rights granted by applicable statute (including the Australian Consumer Law), if you change your mind you may return the product within 7 days of the date of (a) purchase, for instore purchases, or (b) delivery, for online purchases, provided that the product is: 

  • returned in its original condition;
  • in its original unopened and sealed packaging; and
  • accompanied by proof of purchase (the sales receipt or another acceptable form of proof of purchase).

Excluded products are:

  • clearance and sale products; 
  • products sold as seconds, floorstock, repaired products, or products that have a defect where this has been drawn to the customer’s attention before the purchase of the product;
  • upholstered and furniture products;
  • made to order products – products which are made to individual customer specifications, including custom made furniture products, or custom fabric products, which have to be ordered specifically for a customer. 

Items posted are at the customer’s cost and risk, and freedom shall not refund customers for any products that it does not receive, or that it receives which are broken or damaged.

Except as set out above, Artisanal Australia  shall not provide a refund or replacement if you simply change your mind, unless Artisanal Australia chooses to do so at its absolute discretion.

If Artisanal Australia does accept such cancellation, the customer must pay an amount to Artisanal Australia which in Artisanal Australia reasonable view reflects the loss that Artisanal Australia will suffer as a consequence of the cancellation (including but not limited to storage fees and any mark down). Artisanal Australia shall set off this amount against any moneys already paid to us by the customer for this product, and refund the balance. For any cancellation charges over and above what has already been paid to freedom, the customer must pay such amounts to Artisanal Australia request within 7 days.

For change of mind, we will charge Minimum $20 or 20% OF THE ORDER whichever is higher. This fee includes admin cost, restocking cost and other general transaction fee cost.