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Request a Refund

As at 01 November 2023

Refund Policy

At Austral Herbs, we're passionate about providing top-quality dried herbs and spices to our customers. We understand the importance of getting your order right and we're here to help when things don't go as planned. Below is our refund policy, which includes your rights under the Australian Consumer Law.

Your Rights Under the Australian Consumer Law:

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

For our dried herbs and spices, a product has a major failure if:

  • Significant Problem: It has an issue that would have stopped someone from buying it if they had known about it (e.g., non-organic contamination).
  • Mismatch with Description: It is significantly different from the sample or description (e.g., receiving a completely different herb or spice, does not relate to different batches for the same product code).
  • Unfit for Purpose: It is substantially unfit for its common purpose
  • Safety Concerns: It is unsafe for use in food preparation.

When We're at Fault:

If you receive the wrong product, a faulty product (like a broken bag), or if an item is missing from your order, we will:

  • Resent the item if stock is available, of course with free shipping.
  • If the item is not available, we’ll provide a full refund for the item and provide you with free shipping on your next order.

Delivery Issues:

If your order is lost in transit or hasn't arrived within 14 days from dispatch from our warehouse, you'll have the option for a refund or we can resend the item with free shipping.

Change of Mind or Wrong Order:

Unfortunately we can't accept returns due to the nature of our products, please make sure when ordering that you’re reviewing your selection carefully as we cannot change orders once submitted. For any questions prior to ordering, please get in touch with us.

Conditions for Refund:

Refund requests must be lodged within 30 days of your order being dispatched. Our products are sold as is, and we don't consider a product 'faulty' if the issue is related to personal preference of taste, smell, colour, variation from a previous batch, or a short 'best before' date. The only exception is if the product fails scientific name testing.

We're committed to ensuring your satisfaction with our dried herbs and spices. If you have any questions or need assistance, our friendly customer service team is here to help!

If you'd like to request a refund, please submit the form below and allow 3 business days for our team to review.