Refund policy
REFUNDS AND RETURNS
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 to 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.
These rights apply regardless of, and in addition to, the policy set out below. Nothing in this policy limits them.
Change of mind — 14 days, unopened
Because our product is a consumable, we can accept change-of-mind returns only where the bottle is unopened, with the seal intact, in its original packaging, within 14 days of delivery. Email hi@packapunch.store to start a return before sending anything back — items sent to us without an approved return request will not be accepted. Return postage for change-of-mind returns is at your cost.
Damaged, leaking or faulty on arrival
Please check your order when it arrives. If a bottle is damaged, leaking, has a broken seal, or isn't what you ordered, email hi@packapunch.store within 7 days with a photo. We'll replace it or refund it — your choice — and we'll cover the postage. We won't ask you to send a damaged consumable back to us.
If something is wrong with the product itself
If the product is not of acceptable quality, contact us. Depending on the nature of the failure you may be entitled to a repair, replacement or refund under the Australian Consumer Law. We will work it out with you, and we will not hide behind the 14-day window — that window is our change-of-mind policy, not a limit on your statutory rights.
European Union and United Kingdom — 14 day cooling-off period
If your order is shipped to the European Union or the United Kingdom, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification, in addition to the rights described above. Because the product is a consumable, we ask that the bottle be unopened with the seal intact and in its original packaging. Email hi@packapunch.store to begin. This does not affect any other right you have under the consumer protection laws of your country of residence.
What we can't accept
- Opened bottles returned for change of mind. This is a food-safety limit — we cannot resell them.
- Gift cards.
- Items returned without an approved return request.
Exchanges
The quickest way to get what you want is to return the item you have and, once the return is approved, place a separate order for the replacement. We're happy to arrange it over email instead if that's easier.
Refund timing
Once we've received and checked your return we'll let you know the outcome. Approved refunds go back to your original payment method within 10 business days. Your bank or card issuer may take a few days more to post it. If more than 15 business days have passed since we approved your refund, email us.
Adverse reaction
If you have stopped using the product because of an adverse reaction, contact us — we will refund you, and we would like to know what happened so that we can record it. See our Medical Disclaimer for how to report an adverse event to the relevant regulator.
Questions
Email us any time at hi@packapunch.store.