Refund policy

30 day money back guarantee

We want every cup to earn its place in your morning. If you are not happy with your purchase, tell us within 30 days of the date your order was delivered and you can choose a refund or store credit.

For every return, refund or store credit request, fill in the form on our contact page with your order number and the reason. We review every request and reply within 48 hours. If your request is approved, the return details, including where to send the product, are sent to you in that reply.

Approved returns must be sent back in full to the return address we provide, at your own cost. Refunds and store credits are processed once the returned product has been received, checked and accepted.

Order cancellations

To cancel an order, contact us through the contact page as soon as you can. Orders can only be cancelled before they have been packed and dispatched. Once an order has left our warehouse it cannot be cancelled and must be returned under this policy instead.

If a cancellation is approved before dispatch, the refund goes back to your original payment method within 10 business days. Your bank or card provider may take a little longer to show it.

Returns

Unopened, unused products can be returned within 30 days of delivery.

To be eligible for a return:

  • the product must be unused, in its original condition and in its original packaging
  • you must be able to show a receipt or proof of purchase
  • gift cards cannot be returned or refunded

To start a return, submit the form on our contact page within 30 days of receiving your order. We reply within 48 hours to confirm whether the return has been approved and, if so, where to send it. Your refund or store credit is processed once the returned product has been received, checked and accepted.

Return shipping

  • Return postage is paid by the customer.
  • Original shipping fees are not refunded.
  • Where the law allows, return shipping costs may be deducted from a refund.

For returns worth more than A$75 we recommend a tracked service. We cannot guarantee that we will receive your returned item and we are not responsible for returns lost in transit.

Refunds

Once your return arrives and has been checked, we will email you to confirm it has been received and whether the refund has been approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card provider may need extra time to post it.

If more than 15 business days have passed since your refund was approved and it has not arrived, contact us through the contact page or at superfoodsmello@gmail.com.

Partial refunds

A partial refund may apply where:

  • a product is not returned in its original condition
  • a product is damaged or missing parts for reasons that are not our error
  • a product is returned more than 30 days after delivery

Late or missing refunds

If a refund has not shown up: check your bank account again, then contact your card provider, as posting can be delayed, then contact your bank, as processing can take time. If you have done all three and still cannot see it, contact us through the contact page.

Store credit

  • Store credit cannot be exchanged for cash once issued or redeemed.
  • Store credit is valid for three years from the date of issue.

Sale items

Only full price items are eligible for a refund. Sale items are not refundable unless stated otherwise at the time of sale.

Exchanges

We exchange products only where they are faulty or damaged. To request an exchange for the same product, submit the form on our contact page with a photo of the fault. If approved, exchange instructions are sent within 48 hours.

Gifts

If an order was marked as a gift and sent directly to you, you will receive store credit for the value of the return once the product has been received and accepted. If the order was not marked as a gift, or was sent to the buyer first, any refund goes to the original buyer.

European Union customers: 14 day cooling off period

If your order is delivered to a country in the European Union, you have the right to cancel or return it within 14 days of receiving it, for any reason and without giving one. To use this right, tell us within 14 days of delivery through the contact page.

Returned products must be in a condition suitable for resale and, where reasonably possible, in their original packaging, with a receipt or proof of purchase. For health and safety reasons we may not be able to accept sealed consumable products that have been opened after delivery, except where the law requires it. This right sits alongside, and does not replace, the other rights in this policy.

Your rights under Australian law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or changes any right or remedy you have under the Australian Consumer Law or any other applicable consumer protection law.

Questions about this policy: superfoodsmello@gmail.com