Refund policy

RETURNS & REFUNDS POLICY

At SaltStick Australia, we want you to be happy with your purchase.

This Returns & Refunds Policy applies to purchases made through www.saltstick.com.au and operates in addition to your rights under the Australian Consumer Law (ACL).

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

CHANGE-OF-MIND RETURNS

We accept eligible change-of-mind returns within 30 days of delivery.

Due to the nature of SaltStick products, consumable products must be:

unopened;
unused;
in their original packaging;
with any seals intact;
in a resalable condition; and
accompanied by proof of purchase.

For health, hygiene and product-safety reasons, we are generally unable to accept change-of-mind returns for consumable products that have been opened, used or had their original seal removed.

This change-of-mind policy does not limit your rights under the Australian Consumer Law if a product is faulty, damaged, unsafe, incorrectly described or otherwise fails to comply with a consumer guarantee.

HOW TO REQUEST A RETURN

Before returning an item, please contact us at:

info@saltstick.com.au

Please include:

your order number;
the product you would like to return;
the reason for the return; and
any other information reasonably required to process your request.

Please do not send a return before contacting us.

We will provide instructions on how and where to return an eligible product.

CHANGE-OF-MIND RETURN SHIPPING

Customers are responsible for the cost of returning products for an approved change-of-mind return.

We recommend using a tracked postal or courier service when returning an item.

Original shipping charges, including Express Shipping charges, are generally not refundable for change-of-mind returns.

These conditions apply only to voluntary change-of-mind returns and do not limit your rights where a product fails to comply with the Australian Consumer Law.

REFUNDS

Once we receive and inspect an eligible return, we will process the approved refund to the original payment method where reasonably possible.

Please allow reasonable processing time for the refund to appear in your account after it has been issued.

Your bank, card issuer or payment provider may require additional time to process the refund.

SALE AND PROMOTIONAL PRODUCTS

Sale or promotional products may be subject to different conditions for change-of-mind returns, where those conditions are communicated at the time of purchase.

However, sale or promotional products remain covered by the Australian Consumer Law.

A product being purchased on sale does not remove your rights where the product is faulty, unsafe, incorrectly described or otherwise fails to meet an applicable consumer guarantee.

FAULTY, DAMAGED OR INCORRECT PRODUCTS

If you receive a product that you believe is:

faulty;
damaged;
unsafe;
incorrectly supplied;
materially different from its description; or
otherwise not compliant with an applicable consumer guarantee,

please contact us at:

info@saltstick.com.au

Please provide your order number, details of the issue and photographs of the product and packaging where reasonably available.

We may ask for additional information or request that the product be returned so that we can assess the issue.

A customer's rights under the Australian Consumer Law are not dependent on retaining the original packaging.

AUSTRALIAN CONSUMER LAW

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

If a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.

Where there is a major failure, you may be entitled to reject the product and choose between a refund or replacement in accordance with the Australian Consumer Law.

Where the failure is not major, we may be entitled to provide an appropriate remedy within a reasonable period.

Nothing in this Returns & Refunds Policy removes or limits these rights.

RETURN COSTS FOR FAULTY PRODUCTS

Where a product is confirmed to have a problem that entitles you to a remedy under the Australian Consumer Law, we will reimburse reasonable return postage costs where required by law.

Please retain receipts or other proof of reasonable return postage expenses.

PRODUCTS DAMAGED THROUGH MISUSE

Consumer guarantees generally do not apply where a problem has been caused by misuse, improper storage, use contrary to product directions or other actions by the customer after purchase.

This does not affect any rights you may have where the product itself was faulty or otherwise failed to comply with an applicable consumer guarantee.

ORDER ERRORS

If you have received an incorrect product or an item is missing from your order, please contact us at info@saltstick.com.au as soon as reasonably possible.

Please provide your order number and details of the incorrect or missing item.

We will investigate the issue and arrange an appropriate resolution.

CANCELLING OR CHANGING AN ORDER

If you need to change or cancel an order, please contact us as soon as possible at:

info@saltstick.com.au

We will do our best to accommodate your request.

However, once an order has been processed or dispatched, we cannot guarantee that it can be changed or cancelled.

If the order has already been dispatched, the applicable return conditions in this policy will apply.

PROOF OF PURCHASE

We may request reasonable proof of purchase when processing a return, refund or other remedy.

Proof of purchase may include an order confirmation, receipt or other reasonable evidence showing that the product was purchased from SaltStick Australia.