Refund & Returns
Your satisfaction is our priority
At ChewTeinz, we want you to be satisfied with your purchase. This Refund & Returns Policy outlines your rights under the Australian Consumer Law (ACL) and our store’s specific return procedures.
Australian Consumer Law — Your Rights
Under ACL, customers are entitled to a replacement, refund or repair when an item is:
- • Faulty or defective
- • Unsafe
- • Significantly different from the description
- • Not fit for purpose
These rights cannot be excluded.
Change-of-Mind Returns
We accept change of mind returns if the following conditions are met:
- • The product is unopened, unused, and in original packaging
- • Returned within 14 days of receiving your order
- • Return shipping costs are paid by the customer
- • Customer must provide proof of purchase
Refunds for change of mind apply to product cost only. Shipping fees are non-refundable.
Due to food safety laws, opened or used edible products cannot be returned unless the item is faulty.
Faulty or Defective Items
If your item arrives:
- • Damaged
- • Faulty
- • Incorrect
- • Unsafe
You are entitled to a free replacement or full refund, including shipping.
We may request:
- • A photo or video showing the fault
- • The batch number
- • Order details
This helps us investigate quality issues.
How to Lodge a Return
Please contact us through our Contact Us form or email:
Include:
- • Full name
- • Order number
- • Reason for return
- • Evidence (photos if applicable)
We will respond within 1–2 business days.
Return Shipping
→ For change-of-mind returns — customer pays
→ For faulty/incorrect items — ChewTeinz pays
Return address will be provided upon approval.
Refund Process
Once your return is approved and received:
- • Refund will be issued to the original payment method
- • Processing time: 3–10 business days depending on the payment provider
- • Shopify Payments/PayPal timing may vary
Non-Refundable Items
- • Opened edibles (for hygiene and safety)
- • Free gifts
- • Clearance/promotional items
- • Orders without proof of purchase
