Refund Policy

The Hamper Boutique Co
ABN 76 693 489 702
https://www.thehamperboutique.com.au

1. Overview
   1. At The Hamper Boutique Co, we are committed to providing premium products and excellent customer service. This Refund, Return and Replacement Policy explains how we handle returns, refunds, replacements and store credits for orders placed through our website.
   2. This Policy is intended to comply with the Australian Consumer Law. Nothing in this Policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.
2. Change of Mind Returns
   1. We accept change of mind returns for eligible non-perishable, non-personalised products, subject to the conditions below.
   2. To be eligible for a change of mind return: the return request must be made within 30 days of delivery, the item must be unused, unopened, and in its original packaging, the item must be in re-saleable condition, proof of purchase must be provided, and written return approval must be obtained from us before the item is sent back.
   3. Change of mind returns are not available for: personalised, custom-made or custom-branded products, hampers or products containing perishable goods, including food, beverages and other consumables, seasonal or limited-edition items, and items marked as non-returnable on the product page.
   4. For approved change of mind returns, the customer is responsible for return shipping costs. Original shipping charges are non-refundable.
3. Damaged, Faulty, Incorrect or Not as Described Items
   1. Nothing in this Policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law, including where goods are faulty, not of acceptable quality, not fit for purpose, or do not match their description.
   2. If your order arrives damaged, faulty, incorrect, or not as described, please contact us as soon as reasonably possible by emailing info@thehamperboutique.com.au
   3. Please include: your full name, order number, a description of the issue, and clear photographs showing the product, outer packaging, and any damage.
   4. Where a product is confirmed to be faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with the Australian Consumer Law. Depending on the circumstances, this may include repair, replacement, refund, or another remedy required by law. If a return is required, we will advise you whether we will arrange return shipping, provide a label, or reimburse reasonable return postage.
4. Return Approval Process
   1. Items should not be returned without our prior written approval, as we may need to assess the issue first and provide return instructions.
   2. Returns sent without approval may delay processing. This clause does not limit any rights you may have under the Australian Consumer Law.
5. Condition of Returned Goods
   1. All approved returns must: be securely packaged to avoid damage in transit, include proof of purchase, such as the order confirmation or invoice, and be sent using a tracked shipping service.
   2. For change of mind returns, the customer is responsible for ensuring items are packaged adequately and sent using a tracked service. We are not responsible for items damaged or lost in transit back to us, where reasonable packaging and tracking were not used.
6. Return Shipping Costs
   1. For change of mind returns, the customer is responsible for: all return shipping costs, ensuring the goods are packaged safely, and using tracked postage or courier delivery.
   2. For items that are faulty, damaged, incorrect or not as described, we will either arrange return shipping, provide a return label, or reimburse reasonable return postage, as appropriate under the Australian Consumer Law. Please do not send the item back until we provide instructions.
7. Refunds and Processing Times
   1. Once an approved return is received and inspected, we will notify you of the outcome.
   2. If a refund is approved: it will be processed to the original payment method only, we aim to process refunds within 5 to 10 business days after approval, and bank or payment provider processing times may result in a further delay before the funds appear in your account.
   3. Original shipping charges are not refunded for change of mind returns, unless required by law.
8. Store Credit
   1. Store credit may be offered only where permitted by law and agreed with the customer.
   2. Unless otherwise stated in writing, store credit issued as a remedy for a change-of-mind return is valid for 12 months from the date of issue. This 12-month validity period applies only to discretionary store credits and does not apply to purchased gift cards, which carry a minimum expiry period of three years from the date of purchase in accordance with the Australian Consumer Law.
9. Personalised, Perishable and Excluded Items
   1. Due to the nature of our products, the following items are generally non-returnable and non-refundable for change of mind: personalised or custom-branded hampers or products, perishable items, food, beverages, wine and other consumables, and seasonal or limited-edition products.
   2. These items may still be eligible for a remedy where they are faulty, damaged, incorrect or not as described, in accordance with the Australian Consumer Law.
10. Incorrect Delivery Information
    1. Customers are responsible for ensuring that all delivery details provided at checkout are accurate and complete.
    2. We are not responsible for failed delivery, delay, loss, or return of a parcel to the extent caused by incorrect or incomplete delivery information supplied by the customer, except to the extent that your rights under the Australian Consumer Law cannot be excluded.
    3. If a parcel is returned to us due to incorrect or incomplete address details: we may offer re-delivery at the customer’s cost where the returned product remains suitable for re-delivery, shipping and handling charges are non-refundable, and perishable and personalised items returned due to incorrect or incomplete delivery information supplied by the customer may not be eligible for refund or reshipment, unless required by law.
11. Delivery Delays and Parcels in Transit
    1. Delivery timeframes are estimates only unless expressly agreed in writing and may be affected by third-party courier delays, weather events, peak periods, or other circumstances beyond our reasonable control. If a delivery delay results in goods becoming faulty or unfit for purpose, your rights under the Australian Consumer Law are not affected.
    2. If your parcel appears lost or significantly delayed in transit, please contact us as soon as possible. We will assist with a courier investigation where appropriate and work with you to determine the next steps in line with the Australian Consumer Law.
12. Bulk and Corporate Orders
    1. Change of mind returns, cancellations and amendments for bulk, event and corporate gifting orders are assessed on a case-by-case basis, subject to any rights that apply under the Australian Consumer Law.
    2. No change of mind refund will be available once: final artwork, branding or personalisation has been approved, or, and production, assembly or dispatch has commenced.
    3. Customers must carefully review all order details before final approval.
13. Refusal of Claims
    1. We may decline a return, refund or replacement request where: the request is outside this Policy and no remedy is required by law, insufficient information has been provided for us to assess the claim, the returned item does not meet the approved return conditions for a change of mind return, and we reasonably believe the claim is false, misleading, abusive or fraudulent.
14. Australian Consumer Law
    1. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
    2. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
15. Governing Law
    1. This Policy is governed by the laws of Victoria, Australia. Any disputes arising in connection with this Policy are subject to the jurisdiction of the courts of Victoria.
16. Contact Us
    1. For return, refund or replacement requests, please contact: info@thehamperboutique.com.au, and https://www.thehamperboutique.com.au