Refund Policy

Hamper Co
ABN: 74 1627 821 85
Business Address: 50 Beach St, Kogarah NSW 2217
Last updated: 14/11/2025

At Hamper Co, we want you to be completely satisfied with your purchase. This Refunds, Returns & Exchanges Policy outlines your rights and how we can assist if your order is not what you expected.

This policy is compliant with the Australian Consumer Law (ACL).

Under the ACL, you are entitled to a refund, repair or replacement if a product is:

• faulty or defective

• damaged during delivery

• not as described

• otherwise fails to meet consumer guarantees

These rights apply regardless of our store policy.

2.1 If your product arrives damaged, faulty, or significantly different from its description, please contact us within 14 days of delivery.
2.2 To assist in resolving the issue, we may ask for photos or additional information.
2.3 Once assessed, we will offer one of the following:

• a replacement of the same product,

• a replacement of equal value, or

• a full refund to your original payment method.

2.4 If a return is required, we will provide a prepaid return shipping label.

3.1 We understand that sometimes a product may not be exactly what you expected. For this reason, we offer change-of-mind exchanges within 7 days of delivery.
3.2 You may exchange an item for:

• another product of similar value, or

• store credit valid for 12 months.
  3.3 Returned items must be:

• unused,

• unopened,

• in original packaging, and

• in resellable condition.

3.4 Return shipping costs for change-of-mind exchanges are the customer’s responsibility.
3.5 Store credit is issued once we receive and inspect the returned item.

The following items cannot be returned or exchanged unless faulty:

• custom or personalised items (e.g., printed coasters, custom candle jars, engraved pots)

• custom hampers once production has begun

• any hamper containing customer-supplied items

• food items that have been opened or partially consumed

• items damaged due to misuse, improper storage, or customer handling

5.1 Alcohol cannot be returned due to change of mind.
5.2 If a bottle is damaged or leaking upon arrival, please notify us within 48 hours with photo evidence for a replacement or refund.

6.1 We are not responsible for returns or delivery delays caused by:

• incorrect delivery addresses,

• incomplete recipient information, or

• failure by the recipient to collect a parcel.

6.2 If the parcel is returned to us, we can reship it at the customer's expense. Refunds are not provided for shipping fees in these situations.

7.1 All returns must be arranged by contacting us first at [insert email].
7.2 Unauthorised returns may not be accepted or processed.
7.3 When shipping a return, the item must be securely packed to prevent damage in transit.
7.4 We recommend using tracked postage for customer-paid returns.

8.1 Refunds are issued to the original payment method only.
8.2 Once approved, refunds generally take 3–10 business days depending on your bank or payment provider (Square).
8.3 Shipping costs are non-refundable except where required by Australian Consumer Law (e.g., faulty products).

9.1 Custom items cannot be refunded or exchanged unless faulty.
9.2 For hampers containing customer-supplied items, we are not responsible for:

• defects in the customer’s item

• incorrect, damaged, or unsuitable items supplied

• delivery delays caused by incomplete or late submission of customer items

Please email us with:

• your full name

• order number

• contact details

• description of the issue

• photos (if applicable)

We will respond within 1–2 business days with next steps.

Email: [Insert email]
Phone: 02 8566 2800

We may update this policy from time to time. Any changes will be posted on this page with the updated date.