Refund and Return Policy – Kogarnish
At Kogarnish, customer satisfaction is our priority. We are committed to providing high-quality freeze-dried products and ensuring your experience with us is smooth and transparent. This policy explains your rights regarding refunds and returns under the Australian Consumer Law (ACL).
1. Product Nature & Characteristics (Important)
Before initiating a return, please acknowledge the following:
Fragility: Freeze-dried products are naturally brittle and fragile. While we use protective packaging, some breakage or the presence of “candy dust” at the bottom of the container is normal and expected during transit. This does not constitute a “damaged” or “defective” product.
Storage: Once opened, freeze-dried candy is highly sensitive to moisture and humidity. We cannot offer refunds for products that have lost their texture (become sticky or soft) due to improper storage after the seal is broken.
2. Australian Consumer Law Rights
Under the ACL, you are entitled to a replacement or refund if a product:
Is faulty or defective (beyond normal transit fragility).
Does not match the description provided.
Is not fit for purpose. Note: We do not offer refunds or replacements for “change of mind” once an order has been processed or delivered.
3. Return Eligibility
To be eligible for a return or refund:
The product must be unopened with the original seal intact (unless the product itself is defective).
The request must be made within 14 days of receiving your order.
You must provide proof of purchase and, in the case of damage, clear photographic evidence of the product and packaging.
4. Non-Returnable Items
For hygiene and food safety reasons, we cannot accept returns for:
Opened, partially consumed, or unsealed food items.
Items where the seal has been tampered with.
Gift cards or promotional “Final Sale” items.
5. How to Initiate a Request
To request a refund or replacement:
Email sales@kogarnish.com with your order number and photos of the issue.
We will review your request within 2-3 business days.
If a return is required, we will provide specific instructions. Please do not send items back without prior authorisation.
6. Refunds & Exchanges
Refunds: Approved refunds are processed within 5-10 business days to your original payment method.
Exchanges: If an item is approved for an exchange due to a major defect, we will ship the replacement at no additional cost to you.
7. Shipping Costs
Defective/Incorrect Items: Kogarnish will cover return shipping costs for valid defect or error claims.
Approved Non-Defective Returns: If we agree to a return for any other reason, the customer is responsible for all shipping costs and a potential restocking fee.
8. Contact Us
For any assistance, please reach out:
Email: sales@kogarnish.com
Address: 411 Gardeners Road, Rosebery, NSW 2018, Australia