Refund policy
Return & Refund Policy
Last Updated: 16/02/2026
1. Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
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 they fail to meet acceptable quality standards and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts or modifies your rights under the ACL.
For further information about your rights under the ACL, please visit the ACCC website.
2. Faulty, Damaged or Incorrect Products
If you believe a product is faulty, damaged, incorrect or does not meet consumer guarantees, please contact us as soon as reasonably possible after becoming aware of the issue.
To help us assess your claim, we may request:
- Your order number
- A description of the issue
- Photographic evidence
- The affected product, where reasonably required.
If a product is confirmed to have a major failure, you may choose a refund or replacement.
If the failure is minor, we may repair or replace the product within a reasonable time, as permitted under the ACL.
Where only part of an order is affected, the remedy will apply to the affected item(s) only.
Delivery charges are generally not refunded where only part of an order is affected. However, where required under the ACL, we will reimburse reasonable return postage or delivery costs associated with the faulty item(s) or the remedy provided.
We take great care to pack all products securely to minimise the risk of damage during transit.
If your parcel is lost or damaged before delivery, please contact us and we will investigate the matter with the shipping carrier and arrange an appropriate remedy in accordance with the ACL.
2A. Transit Damage Notification
If your parcel arrives visibly damaged, please notify us as soon as reasonably possible (ideally within 5 days). This helps us lodge a claim with the carrier, as some carriers have strict claim windows.
This request does not limit your rights under the Australian Consumer Law.
3. Food Safety and Consumable Products
Due to food safety regulations and quality control requirements, we do not accept returns of consumable products unless they are faulty or fail to meet consumer guarantees under Australian law.
We cannot accept returned food products for resale once they have left our control, particularly where seals have been broken or packaging has been opened or tampered with.
4. Change of Mind
We do not offer refunds or exchanges for change of mind. This includes situations where you:
- Ordered the wrong item
- No longer require the product
- Do not like the flavour, aroma or intensity
- Found the item at a lower price elsewhere.
This does not affect your rights under the ACL.
5. Natural Variations
Our products are made from natural ingredients. Variations in colour, aroma, flavour, texture or appearance may occur due to seasonal and regional differences.
Such variations are inherent to natural products and do not constitute a fault.
6. Packaging Variations
From time to time, we may update or change product packaging, including gift boxes, labels or outer presentation, without prior notice.
Images displayed on our website are for illustrative purposes only. While we aim to keep product images up to date, the packaging received may differ from that shown online.
Such variations do not constitute a fault or major failure under the ACL, provided the product itself is unchanged and meets consumer guarantees.
Where a product is specifically marketed as including premium or limited-edition gift packaging, we will supply packaging of equivalent quality and presentation.
7. Proof of Purchase
Proof of purchase is required to process any refund or remedy.
8. Order Cancellations
If you need to cancel your order, please contact us as soon as possible.
As orders are processed promptly, we cannot guarantee cancellations once preparation has begun. Where a cancellation is approved prior to dispatch, a refund may be issued. In some cases, reasonable processing or transaction costs may be deducted.
9. Refund Processing
Approved refunds will be processed to the original payment method used at checkout.
Refunds are typically processed within 10 business days of approval, although processing times may vary depending on your financial institution.
10. Incorrect Address or Delivery Issues
Where an incorrect delivery address has been provided by the customer, or delivery has failed due to circumstances not caused by us, additional shipping fees may apply for redelivery.
11. Product Recalls
In the unlikely event of a product recall, we will contact affected customers and provide instructions for return, replacement or refund in accordance with applicable law.
12. Contact Details
Spice Zen
Email: info@spicezen.com.au
Address: Unit 38, 12 Cecil Road, Hornsby NSW 2077 Australia
Phone: +61 (0) 490 88 57 00
