Refund policy

We want you to enjoy what you order. If something is not right, please contact us at sales@smokeandspice.com.au and we will help.

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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights. The change-of-mind policy below is something we offer in addition to them.

Change of mind

We accept change-of-mind returns within 14 days of delivery or collection, provided the product is unopened and unused, and in its original condition and packaging.

• You are responsible for the cost of returning the product, including return postage if you send it back to us.
• The original shipping charge, if any, is not refunded.
• Once we receive the product and check its condition, we refund the purchase price of the returned product.

Please contact us before sending anything back, so we can confirm the return is eligible and give you the return address. This change-of-mind policy applies to retail orders placed through our website. Wholesale orders are covered by separate wholesale trading terms.

Opened food products

Because we sell food, we cannot accept a change-of-mind return simply because a product has been opened or partly eaten and the taste was not what you expected. This does not affect your rights if a product is faulty, unsafe, spoiled, incorrectly supplied or otherwise does not meet the consumer guarantees.

Damaged, faulty, spoiled or incorrect items

Please contact us as soon as you reasonably can, with your order number and a description of the problem. We may ask for photos of the product and its packaging. We will provide a replacement or a refund where appropriate. You will not be asked to pay extra shipping where the problem is our responsibility.

We do not impose a short reporting deadline that would cut short your rights under the Australian Consumer Law. Telling us early helps us sort things out faster.

Refunds

Refunds are made to the original payment method. Once a refund has been approved, we generally process it within 3-5 business days. Your bank or payment provider may take additional time after that for the money to appear in your account.

Return address

Please contact us before returning anything, so we can confirm your return is eligible.

The Original Smoke & Spice Company
411 Gardeners Road
Rosebery NSW 2018
Australia

Looking for shipping costs or delivery times? See our Shipping Policy.