Refund & Returns Policy

1. Overview

This Refund Policy explains how refunds, returns, and replacements are managed by Organic Ube® Australia. By placing an order on our website, you agree to the terms described below. All procedures follow the Australian Consumer Law.

2. Consumer Guarantees

Under the Australian Consumer Law, customers are entitled to a replacement, repair, or refund if a product is faulty, damaged, unsafe, or not as described. These rights cannot be excluded.

This policy outlines how these rights apply specifically to food products sold by Organic Ube® Australia.

3. Return Eligibility

Because our products are food items, returns can only be accepted when:

  • the product is unopened
  • the product is unused
  • the original packaging is intact
  • the return request is submitted within the allowed period

Opened or used food items cannot be returned for health and safety reasons unless the product is defective.

4. Timeframe for Return Requests

Customers must contact us within 14 days of receiving their order if they wish to request a return or refund.
Requests submitted after this period may not qualify.

5. Items That Cannot Be Returned

The following items are not eligible for return:

  • opened or used food products
  • products damaged after delivery due to misuse or improper storage
  • clearance or final sale items
  • complimentary gifts that accompanied an order

6. Damaged, Faulty, or Incorrect Items

If you receive a product that is damaged, faulty, or not the item you ordered, please contact us immediately.

We will request photos of:

  • the product
  • the outer packaging
  • the shipping label

If the issue is confirmed, we may offer one of the following:

  • a replacement
  • a store credit

  • a refund

Return shipping costs will be covered by Organic Ube® Australia when the issue results from our error.

7. Change of Mind

Refunds or returns for change of mind are not available for food products, in accordance with hygiene standards.
Please review product descriptions carefully before placing your order.

8. Return Shipping Costs

If a return is approved due to our mistake or a defective product, we will cover return shipping costs.
If the return request does not fall under Australian Consumer Law guarantees, the customer may be responsible for shipping fees.

9. Refund Process

Once the returned item is received and inspected, we will inform you of the outcome.
Approved refunds are issued using the original payment method. Processing times may vary depending on your bank or payment provider.

Shipping fees paid at checkout are not refundable unless the refund is required by the Australian Consumer Law.

10. Lost or Missing Parcels

If a parcel is lost in transit, we will contact the courier to start an investigation. A refund or replacement may be offered once the loss is confirmed by the carrier.

Parcels marked as delivered by the courier cannot be refunded unless the investigation confirms a delivery mistake.

11. Exchanges

Exchanges are offered only when a product is defective or incorrect.
We do not provide exchanges for personal preference or taste.

12. Contact Information

For questions regarding returns or refunds, customers may contact us at:

Organic Ube® Australia
Email: info@organic-ube-australia.com.au