Shipping and refund policy

Shipping

Currently we only ship to Australia.  At this stage we do not ship overseas due to nature of butter and product may melt during transit.

General Return/refund policy

- We do not accept return and/or provide refund for change of mind after order has shipped. However, we can cancel your order before shipping.

-  Always keep your product in a cool, dry place. 

- Avoid delaying receiving your parcel and do not allow order to be left in the sun.

- In an unlikely event your product has melted and leaked through into packaging, contact us and we will process return and refund.

- Damaged/faulty orders must be returned either unused or used maximum of 5% to be eligible for a full refund. Using entire product or more than 5% does not warrant for a full refund. 

- Perform a 24hr patch test. If reaction occurs, stop using immediately and contact us to organise return+refund within 14 days. You will then have additional 14 days to return the product to us.

- As a general rule, please use product within year/months listed on the label. Product whether unused will not be eligible for refund after the expiration date.

- We reserve the rights to modify, reject or cancel your order whenever it becomes necessary. We will liaise with you if there's a need to do so. If we cancel your order and have already processed your payment, we will give you a refund equal to the amount you paid. You agree that it is your responsibility to monitor your bank account/PayPal account to verify receipt of any refund.

- Refund is not eligible for sample items and/or any freebies you received from us.

 According to Australian Consumer Law, businesses are entitled to REFUSE refunds when:

     • The customer cannot show that it was indeed them who entered into a transaction for the exact product with our business. 

    •  You are still required to provide proof of purchase (e.g. Receipt) even if you received the product as a gift from the customer. The refund amount will go back to the bank account that the customer used to buy our products.

      • The business discloses the hidden defects prior to purchase

      • The customer has consumed the item in an ‘abnormal’ way or has used the item for an unreasonable time frame (e.g a very long time)

      • Customer displayed fraudulent behavior, lying and deceiving to get refund.

      • Received what they asked for but later changed their mind

      • Found the good or service cheaper somewhere else

      • Doesn’t have proof of purchase

      • Has damaged the goods

      • Decided they have no use for it.

 We disclose all ingredients we use to make our products. It is customer's responsibility to check for allergy and sensitivity and with their healthcare provider regarding product/ingredient suitability prior to purchasing.

Production

If products are available and ready ship, we will process the order (upon receipt of payment) and organise shipment within 1-3 business days. However, for products out of stock and/or backorder purchase option is available, production time may take 7 days to 15 days, depending on ingredient and other material availability. 

Delivery

Delivery times may vary due to unforeseen circumstances. Please note that delivery times do not include weekends and public holidays. 

We provide tracking details to ensure your items are delivered to your nominated address. This protects us a business and you as a customer.

You can request us for a change of address before we ship your order, however after your product has shipped, you will need to change/contact postal service to redirect/change your delivery address.

Damaged goods

In an unlikely event customer receives damaged goods due to product shipped by us and was damaged while in transit to you from us via our postal services, we will provide customer with a refund. Please contact us within 2 days of receiving items and include proof of purchase, and clear photo/s of the damaged product/s. Once we confirm that the product does have a problem, we will organise return and reimburse the customer for any reasonable return costs they have already paid. Consumers should keep receipts for postage costs so that they can be repaid by the business. In some cases, at buyer and business's discretion we may let buyer keep the product and refund.

Once we receive return product, we will process refund which should be paid into the account you purchased your items with within 2-7 business days (this also depends on who you bank with).