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Teafy Pty Ltd
Version 1.0, effective 1st January 2026
This Refund Policy forms part of the Teafy Pty Ltd Terms and Conditions (Terms) and applies to all purchases and Subscriptions made via www.teafy.com.au (Site). It is incorporated into the Terms under clause 1.5 of the Terms. It is read together with the Teafy Shipping and Returns Policy.
Capitalised terms have the meaning given in clause 2 of the Terms.
Where there is any inconsistency between this Policy and the Terms, the Terms prevail. Where there is any inconsistency between this Policy and information displayed at checkout at the time you placed your Order, the checkout display prevails as to price, shipping fee, free shipping threshold and Subscription frequency for that Order.
Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian Consumer Law, under food safety law, or under any other law that cannot lawfully be excluded. Every clause in this Policy is read subject to this paragraph.
This Refund Policy consolidates and explains the refund provisions already set out in the Teafy Terms and Conditions and the Teafy Shipping and Returns Policy. It does not reduce any right or remedy available to you under those documents as they stood before its publication, or under the Australian Consumer Law.
1.1 Our Goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
1.2 For a major failure you may choose a refund or a replacement, and you are entitled to compensation for any other reasonably foreseeable loss.
1.3 For a failure that is not major, we may choose to repair, replace or refund. The choice of remedy is ours.
1.4 A major failure is one where the Goods:
(a) are unsafe;
(b) are significantly different from their description, sample or demonstration model;
(c) cannot be made fit for their ordinary purpose within a reasonable time;
(d) cannot be made fit for a purpose you told us about before purchase; or
(e) would not have been bought by a reasonable consumer fully acquainted with the problem.
1.5 Where this Policy sets out conditions, time limits, deductions, evidence requirements or decision processes, those apply to refunds, returns and remedies we offer voluntarily and beyond our legal obligations. They do not limit a right you have under the ACL.
1.6 Where a clause of this Policy would otherwise be void, unenforceable or unfair under the ACL, it applies only to the extent it is enforceable, and is otherwise severed without affecting the remainder.
2.1 By placing an Order you agree to the Terms, this Policy, the Shipping and Returns Policy and the Privacy Policy, each as published on the Site at the time your Order is accepted.
2.2 An Order is an offer to purchase. It is accepted when we issue an Order Confirmation email, as set out in clause 6.2 of the Terms. Payment authorisation alone is not acceptance.
2.3 From acceptance, the Order is a binding contract on those Terms.
2.4 Where your Order is a Subscription Order, you additionally agree to the Minimum Term and to the Discount Recovery Amount, and you authorise us to charge your Stored Payment Method, as set out in clause 14 of this Policy and clause 9 of the Terms.
2.5 Under clause 1.4 of the Terms, amendments to the Terms or this Policy do not apply retrospectively to Orders already accepted. The version in force when your Order was accepted governs that Order. We retain previous versions and will provide the applicable version on request.
2.6 It is your responsibility to read the product page, the ingredient and allergen information, the net weight, the preparation directions and the checkout summary before completing an Order.
3.1 We are not required to provide a refund, exchange, replacement or credit where:
(a) Change of mind. You changed your mind, no longer want the Goods, found them elsewhere cheaper, bought them by mistake, or no longer need them, except as expressly allowed in clause 7.
(b) Taste and preference. You do not enjoy the taste, aroma, colour, texture or strength of a product that is otherwise of acceptable quality and as described. Clause 8 explains this.
(c) Wrong selection. You selected the wrong product, grade, blend, packaging format, size, quantity, frequency or delivery option, and the Goods supplied match the Order you placed.
(d) Address error. You provided an incorrect, incomplete, outdated or invalid delivery address, or omitted a unit, apartment, building or business name needed for delivery.
(e) Non collection. You did not collect a parcel held for collection within the Carrier's holding period. Clause 8 of the Shipping and Returns Policy governs that situation.
(f) Refusal of delivery. You or a person at the delivery address refused the parcel.
(g) Post delivery damage. The Goods were damaged after delivery, including through misuse, dropping, incorrect storage, decanting, repackaging, relabelling, exposure to heat, light, moisture, air or strong odours, or failure to follow the directions on the pack. Clause 4.19 of the Terms sets out your storage responsibilities.
(h) Post delivery theft or interference. The Goods were stolen, tampered with or interfered with after delivery was completed in accordance with a Delivery Instruction you gave. Clause 11.3A of the Terms and clause 3.2 of the Shipping and Returns Policy govern this.
(i) Natural variation. The issue arises from natural variation of the kind described in clause 9.
(j) Consumed or disposed of. You have consumed, used, discarded, decanted, gifted or given away the Goods, other than where a genuine defect became apparent on use and you contacted us promptly.
(k) Third party purchase. The Goods were purchased from a Stockist or from any seller we have not authorised in writing. Clause 14 of the Terms applies, and clause 14.5 excludes remedies for goods from unauthorised sellers.
(l) Marketplace purchase. The Goods were purchased through a third party marketplace. Clause 1.9 of the Terms applies and that marketplace's returns policy governs.
(m) Unsupported claim. The claim is not supported by reasonable evidence after we have requested it under clause 20.
(n) Out of time. The claim is made outside the time limits in clause 21, where lateness has materially prejudiced our ability to investigate.
(o) Commercial use or resale. The Goods were purchased for commercial resale without a written wholesale agreement, contrary to clause 7.5(d) of the Terms.
3.2 Clause 3.1 does not apply where the Goods fail a consumer guarantee.
3.3 Nothing in clause 3.1 limits our discretion to offer a goodwill resolution under clause 23.
4.1 Consumables means food and beverage products supplied for consumption, including tea, matcha, and any powdered, loose leaf or packaged edible product.
4.2 For food safety and hygiene reasons, Consumables cannot be returned once they have been dispatched. Once a food product has left our facility we cannot verify how it has been transported, stored, handled or kept, and we are neither able nor permitted to restock it or resell it to another customer. This applies whether or not the packaging has been opened and whether or not any seal remains intact.
4.3 We do not offer change of mind refunds on Consumables.
4.4 Where a Consumable is returned to us without authorisation, we cannot process it, cannot return it to you, and will dispose of it. Clause 5.6 of the Shipping and Returns Policy applies.
4.5 Clauses 4.2 to 4.4 do not apply where the Goods are faulty, damaged in transit, not as described, not of acceptable quality, not fit for a disclosed purpose, or otherwise fail a consumer guarantee. In those cases clause 10 applies.
4.6 Where we accept a claim on a Consumable, we will not require you to return it before providing a remedy where returning it would be unreasonable. Where we do require a return, we pay the return shipping.
4.7 Opened packs. Where you tell us a Consumable is faulty, we may ask you to retain the remaining product and the packaging, including the batch code, so that it can be inspected or tested. A claim made after the product has been fully consumed or discarded is substantially harder to assess, and clause 3.1(j) may apply.
5.1 A best before date indicates the period during which a product retains its optimal quality when stored as directed. It is a quality indicator, not a safety expiry, unless the pack states otherwise. Clause 4.18 of the Terms applies.
5.2 We dispatch Goods with a reasonable remaining shelf life. We do not guarantee a minimum remaining period unless we have stated one in writing for a specific Order.
5.3 A product approaching its best before date is not a fault, and the fact that you have not used a product before its best before date does not give rise to a refund.
5.4 Where Goods are supplied past their best before date, or with a remaining shelf life so short as to be unreasonable for the quantity ordered, tell us and clause 10 applies.
5.5 Where you order in bulk, it is your responsibility to consider whether you can reasonably use the quantity within its shelf life. Bulk quantity is not itself a ground for refund.
6.1 Product images, photography, styling props and descriptions are illustrative. Clause 4.1 of the Terms applies.
6.2 Colours shown on a screen vary with your device, display settings, calibration and ambient light. A difference between an on screen image and the product in your hand is not of itself a fault.
6.3 Packaging, labelling, tin design, pouch design, print finish and presentation may change from time to time without notice. A packaging change is not a fault and is not a ground for refund.
6.4 Where a product is supplied in different packaging from that shown, the Goods inside are as described and clause 6.3 applies.
6.5 Clause 6 does not apply where the Goods are materially different from their description, in which case clause 10 applies.
7.1 This clause applies to teaware, whisks, bowls, scoops, sifters, stands, infusers, implements, accessories, gift items and any other Goods that are not Consumables.
Change of mind returns
7.2 We accept change of mind returns on non consumable Goods within 14 days of delivery, as a courtesy and not as a legal obligation, provided every condition in clause 7.3 is met.
7.3 To qualify, the Goods must be:
(a) unused, unwashed and unopened;
(b) with every original seal, wrap, sticker, shrink wrap and tamper evident closure fully intact and unbroken;
(c) in their original retail packaging, in resaleable condition as defined in clause 7.4;
(d) complete, including every box, sleeve, insert, instruction card, care guide, warranty card, protective wrapping, foam, tissue, stand, lid, holder, scoop, cloth, bag or other component supplied with them; and
(e) accompanied by proof of purchase.
7.4 Resaleable condition means the retail packaging is in the condition in which a new customer would reasonably expect to receive it. Packaging is not in resaleable condition where it has any of the following:
(a) scratches, scuffs, scoring, rubbing or surface marking;
(b) dents, crushing, bending, warping, creasing or loss of shape;
(c) tears, splits, punctures, holes, abrasion or corner damage;
(d) water damage, staining, discolouration, fading, mould or odour;
(e) writing, labelling, stickers, address labels, postage marks, barcodes, tape or adhesive residue applied to the retail packaging itself;
(f) opened, cut, slit, resealed or re taped seams or closures;
(g) missing, torn or defaced outer sleeves, bands, hang tags, shrink wrap or cellophane; or
(h) any other damage, marking or alteration that would prevent us offering the item for sale as new.
7.5 Inspection does not entitle you to return. Opening a sealed item, removing it from its packaging, or handling it beyond what is necessary to establish its nature and characteristics means it is no longer unused and unopened for the purposes of clause 7.3, and the return will be refused.
7.6 How to pack a return. You must post returned Goods inside a separate outer carton or satchel. Applying postage labels or tape directly to the retail packaging, or using the retail packaging as the shipping container, means the Goods do not meet clause 7.4 and the return will be refused.
7.7 Assessment. We inspect and photograph returned Goods and their packaging on arrival, in the condition received. Our assessment, made reasonably and on the basis of that evidence, determines whether clause 7.3 is met. We will provide the photographs to you on request and will give reasons for any refusal.
7.8 Where returned Goods do not meet clause 7.3, we may, at our discretion:
(a) refuse the return and send the Goods back to you at your cost, or hold them for collection for 30 days before disposal;
(b) offer a partial refund reflecting the reduction in value, which we will itemise; or
(c) offer Store Credit, where you agree to it.
7.9 Return shipping for a change of mind return is at your cost, and the original outbound shipping charge is not refunded. Risk in the Goods remains with you until they are received by us, so we recommend a tracked and insured service. We are not responsible for returns lost or damaged in transit to us.
7.10 Authorisation required. Do not send any return before we have authorised it in writing. Unauthorised returns cannot be processed and we cannot accept responsibility for them. Our return address is in clause 14 of the Shipping and Returns Policy.
7.11 Cosmetic marks on teaware. Handmade and semi handmade items, including bowls, whisks and scoops, carry natural variation in glaze, grain, tone, weight and finish. Minor variation of that kind is a characteristic of the item and is not a defect.
Faulty non consumable Goods
7.12 Clauses 7.2 to 7.11 apply to change of mind returns only.
7.13 Where a non consumable item is faulty, not of acceptable quality, not as described, or not fit for a disclosed purpose, the condition of its retail packaging is irrelevant. You do not lose a consumer guarantee remedy because a box is marked, opened or discarded. In those cases clause 10 applies and we pay the return shipping.
8.1 Every batch we sell is laboratory tested, packed to specification, and described as accurately as we are able.
8.2 Taste, however, is subjective. Two people can drink the same cup and reach opposite conclusions.
8.3 How a tea tastes to you is influenced by your own palate, what you have drunk before, what you have eaten that day, the mineral content and treatment of your local water, your water temperature, your ratio of powder to water, your whisking technique, and the vessel you use.
8.4 Where the Goods you received are the Goods you ordered, are of acceptable quality, and match their description, the fact that you personally do not enjoy the flavour, aroma, colour, strength or texture is a matter of preference and not a fault. It does not give rise to a right of refund, replacement or credit, and clauses 3.1(b) and 4.3 apply.
8.5 Preference is different from a consumer guarantee failure. A tea that is stale, contaminated, mislabelled, materially different from its description or otherwise not of acceptable quality is a fault, and clause 10 applies. A tea that is simply not to your taste is not.
8.6 Grade and style are described, not guaranteed to suit you. Ceremonial, culinary, deep steamed, light steamed, roasted and blended teas each have a characteristic profile. Choosing a grade or style that does not suit your palate is a selection matter under clause 3.1(c).
8.7 Before concluding that a tea is not for you, please email us and tell us how you are preparing it. Water much above 80 degrees flattens flavour, and powder that has not been sifted stays grainy however long you whisk. We are always glad to help, and it costs you nothing.
8.8 If a tea genuinely is not to your taste, tell us anyway. We are not able to refund it, but we would rather know, and we can often point you to something in our range that suits you better.
9.1 Matcha and tea are agricultural products. Colour, aroma, particle fineness, texture, sweetness, astringency, foam behaviour and flavour vary naturally between harvests, lots, growing seasons and farms. This variation is not a defect and does not of itself give rise to a right of refund, replacement or credit. Clauses 4.2 to 4.5 of the Terms explain this in full.
9.2 Fine powders settle, compact, clump and develop static in transit and storage. A pack may appear less full by volume while containing the correct net weight. This is normal and is not a defect.
9.3 Green tea naturally loses colour vibrancy over time through oxidation and exposure to light, heat and air. This is a characteristic of the product, not a fault.
9.4 Our packs are filled by weight, not by volume, using calibrated automated equipment operating to a tolerance of approximately plus or minus 1 gram per pack. Variation within that tolerance is not a shortfall, a defect or a failure to supply. Clauses 4.6 to 4.11 of the Terms set out our packing tolerance.
9.5 Tea and matcha are hygroscopic and absorb and release atmospheric moisture, so net weight may vary marginally between packing and the point at which a pack is weighed.
9.6 If you believe a pack is materially underweight, contact us with the pack, the batch code and the weight recorded on a calibrated scale, and we will investigate and provide a remedy where one is required.
9.7 Clause 9 discloses our tolerances. It does not exclude, limit or modify any obligation we have under the National Measurement Act 1960 (Cth), the National Trade Measurement Regulations 2009 (Cth), or any other trade measurement law.
10.1 When to tell us. For damage in transit, as soon as practicable and preferably within 7 days of delivery. For missing items, incorrect items or a suspected fault or defect, within 14 days of delivery.
10.2 Late notification may make investigation harder and we may ask for further evidence. It does not limit your rights under the ACL.
10.3 Evidence to provide:
(a) photographs of the outer shipping packaging, including the shipping label and tracking number;
(b) photographs of the inner packaging as received, before unpacking where possible;
(c) photographs of the affected Goods;
(d) the batch code printed on the pack, where there is one;
(e) where relevant, a photograph of the full Order as received alongside the packing slip; and
(f) where useful, a short video showing the issue.
10.4 Retain everything. Keep the Goods, the inner packaging and the outer packaging until we confirm the outcome, as we, the Carrier or our supplier may need to inspect them. Disposing of the Goods or packaging before we have decided may prevent us assessing the claim and may mean we are unable to pursue a Carrier claim.
10.5 We will decide accepted claims within 5 Business Days of receiving the evidence in clause 10.3, and will give you a written decision with reasons.
10.6 Where a claim is accepted, clause 1 governs the remedy. For a major failure you choose refund or replacement. For a minor failure we may choose to repair, replace or refund.
10.7 Items sent in error. Where we send you an item in error, including an extra item, we will either arrange its return at our cost or confirm in writing that you may keep it. Please do not open or consume an item sent in error until we have confirmed which applies. Clause 6.9 of the Shipping and Returns Policy applies.
10.8 Partial problems. Where only part of an Order is affected, the remedy applies to the affected part only. The remainder of the Order stands.
10.9 Bundles and sets. Where Goods were sold as a bundle, set or multi pack at a bundle price, a remedy for one component does not entitle you to return the whole bundle unless the bundle as a whole fails a consumer guarantee. Where a bundle is returned in part, we may recalculate the price of the retained items at their individual retail price and deduct the difference under clause 18.
10.10 Free and promotional items. Where a free or promotional item was supplied with an Order that is refunded, you must return the free item in saleable condition, or we may deduct its standard retail price under clause 18. Clause 8.5 of the Terms applies to Rewards redemptions.
11.1 Our Goods are food products intended for ordinary consumption, prepared in accordance with the directions on the pack. Clauses 4.12 to 4.16 of the Terms apply.
11.2 It is your responsibility to read the ingredients, allergen statements, directions and warnings on the pack before consuming any Goods, and before serving them to another person.
11.3 Our Goods are produced and packed in facilities that handle tea, matcha and other plant based products. We take care to prevent cross contamination but cannot guarantee any product is free from traces of allergens present in the production environment.
11.4 Tea and matcha naturally contain caffeine and other naturally occurring plant compounds. Caffeine content varies naturally between products, harvests and preparation methods.
11.5 A sensitivity, intolerance or dislike arising from an ingredient or characteristic that is disclosed on the pack or on the product page is not a fault, and clauses 3.1(b) and 3.1(c) apply.
11.6 Clause 11 does not limit any liability we have where Goods are unsafe, are contaminated, or fail the guarantee of acceptable quality, including our liability as a manufacturer or importer under Part 3-5 of the ACL.
11.7 If you believe a product has made you unwell, stop consuming it immediately, retain the product and packaging, and contact us without delay at info@teafy.com.au. We investigate every food safety report and will escalate to our supplier and, where appropriate, to the relevant food safety authority.
Shipping charges
12.1 Shipping charges are not refundable, except where clause 12.3 applies. A shipping charge pays for a service we have arranged and paid a Carrier to perform. Once we have lodged your parcel, that cost has been incurred and cannot be recovered by us, whether or not you later return the Goods.
12.2 This means:
(a) on a change of mind return under clause 7, the outbound shipping charge is not refunded and return shipping is at your cost;
(b) where an Order received free or subsidised shipping and is refunded other than for our fault or an ACL remedy, we may deduct the actual outbound shipping cost we paid, under clause 18;
(c) where a partial refund reduces an Order below a free shipping threshold, we may deduct the shipping benefit that would not have applied, under clause 13.7 of the Terms;
(d) shipping charges on a parcel returned to sender for a reason not caused by us are not refunded; and
(e) Express and upgraded shipping charges are not refunded where the parcel was lodged on the Express service, regardless of the Carrier's actual delivery time.
12.3 Shipping charges are refunded where the Goods failed a consumer guarantee, where we made an error, or where we cancel an Order under clause 6.4 of the Terms. In those cases you are entitled to be put back in the position you would have been in, and that includes the shipping you paid.
12.3A The $2.95 Signature on Delivery charge:
(a) is refunded where we cancel the Order before dispatch, where you cancel before dispatch, or where the Goods failed a consumer guarantee;
(b) is not refunded where the parcel was lodged on the signature on delivery service, whether or not a signature was in fact obtained, and whether or not the parcel was collected;
(c) is not refunded where the Order becomes an RTS event for a reason not caused by us, because the service was performed, and clause 8.11 of the Shipping and Returns Policy applies;
(d) is refunded where you paid for it and we dispatched the parcel without that service, in which case risk also remains with us until the Goods reach you or are held for your collection, under clause 11.3B(h) of the Terms; and
(e) is not insurance and purchases no additional entitlement to compensation, so declining it does not reduce any right or remedy you have under the ACL.
Dispatch
12.4 Dispatch occurs when we lodge your parcel with the Carrier and a tracking event is generated. Clause 2.2 of the Shipping and Returns Policy applies. Creating a shipping label is part of our preparation and is not dispatch on its own.
12.5 Our processing times measure the period from Order acceptance to dispatch. They do not include transit time.
12.6 Tracking details are emailed to the address on your Order on the day of dispatch. It is your responsibility to make sure that address is correct and monitored, and to check your junk or spam folder. Clause 2.3 of the Shipping and Returns Policy applies.
Carriers and delivery times
12.7 We use third party Carriers, including Australia Post, Aramex, DHL and FedEx, and may use others from time to time.
12.8 Once a parcel is lodged, its movement, handling, scanning, routing, holding and delivery are performed by the Carrier and are outside our control. Carrier delivery estimates are set by the Carrier and are not guaranteed by us.
12.9 We are not liable for delay, and no refund is payable for delay alone, caused by:
(a) Carrier network delays, backlogs, missed or late pickups, unscanned or late scanned items, missorting, misrouting or incorrect forwarding;
(b) weather, natural disaster, fire, flood, storm or road closure;
(c) industrial action affecting a Carrier;
(d) customs, quarantine or biosecurity processing;
(e) peak period volumes, including Christmas, Easter, Mother's Day and major sale events;
(f) incorrect or incomplete address details you provided, or access restrictions at the delivery address; or
(g) any other event beyond our reasonable control.
12.10 Late delivery is not of itself a ground for refund where the Goods were dispatched within our stated processing time. A delivery estimate is an estimate.
12.11 Clauses 12.8 to 12.10 do not affect your right under the ACL to have Goods supplied within a reasonable time, and do not affect our obligations where a parcel is lost, damaged or never delivered.
12.12 Risk and non delivery are dealt with separately. Clause 3 of the Shipping and Returns Policy sets out when risk passes to you. Clause 4 sets out what happens if a parcel does not arrive, including the stalled parcel process in clause 4.3A. If your parcel is lost, damaged or never delivered before risk has passed to you, your claim is with us and not with the Carrier. Contact us and we will handle it. You do not need to pursue a Carrier yourself.
12.13 Where we pursue a claim against a Carrier, that claim is between us and the Carrier and is subject to that Carrier's terms. The outcome of a Carrier claim does not determine your rights against us under this Policy or under the ACL.
12.14 Delivery Instructions. Where you have given a Delivery Instruction, including Authority to Leave, Safe Drop, a nominated safe place, a parcel locker, a collection point, or a standing preference set with the Carrier, delivery is complete and risk passes to you when the Carrier leaves the Goods in accordance with that instruction and records it. Clause 11.3A of the Terms and clause 3.2 of the Shipping and Returns Policy apply. We are not responsible for theft of or interference with Goods after that point.
12.15 Delivery Options. At checkout you choose Authority to Leave, included at no charge, or Signature on Delivery for an additional $2.95 per Order. Orders over $200 after discounts are sent with Signature on Delivery at no additional charge and Authority to Leave is not available on them. Clauses 11.3, 11.3A, 11.3B and 11.4A of the Terms apply.
12.16 Freight forwarders and third party addresses. Where you direct delivery to a freight forwarder, mail redirection service, parcel receiving service, workplace mailroom, concierge, hotel or any address not under your control, delivery is complete and risk passes to you when the parcel is delivered to that address. We are not responsible for what happens afterwards, and we are not able to assess the condition of Goods we have not seen since lodgement.
13.1 Parcels returned to us because they were not collected, delivery was refused, or an address was incorrect, incomplete or invalid, are handled under clause 8 of the Shipping and Returns Policy, not under this Policy.
13.2 In summary, and subject to that clause:
(a) for food safety reasons we cannot restock or resell returned Consumables;
(b) you may elect a reship at your cost, or Store Credit for the price of the Goods less the actual outbound shipping cost, any Carrier returned to sender fee, and a handling cost not exceeding $5.00;
(c) you must tell us your choice within 14 days of our notification, failing which Store Credit is issued; and
(d) cash refunds for returned to sender Orders are at our discretion.
13.3 Clause 13 does not apply where the return to sender was caused by our error or by a Carrier failure, as defined in clauses 8.8 and 8.9 of the Shipping and Returns Policy.
13.4 This clause does not limit your rights under the ACL.
13.5 Where an International Order is abandoned, destroyed or returned by a customs authority because duties, taxes or clearance fees were not paid, or because information required from you was not provided, clause 2.10 of the Shipping and Returns Policy applies and no refund is payable. This does not apply where the parcel was lost, damaged or misrouted by the carrier.
14.1 Subscriber Pricing is conditional pricing. It is not a retail price and is not available on any other basis. Where your Subscription is at a monthly delivery frequency, a Minimum Term applies and Subscriber Pricing is offered in exchange for your commitment to receive two deliveries. Where your Subscription is at a longer frequency, no Minimum Term applies and you may cancel at any time with nothing to pay. Clause 9.4 of the Terms sets this out in full.
14.2 Where a Minimum Term applies, the Minimum Term, the Subscriber Price, the standard retail price and the maximum Discount Recovery Amount are displayed on the product page and again at checkout, and you must confirm you have read them before your first Subscription Order is accepted. Clause 9.4(f) of the Terms applies.
14.3 By placing a Subscription Order you agree to the Discount Recovery Amount and you authorise us to charge it to your Stored Payment Method under clause 9.1(b)(ii) of the Terms.
14.4 If you cancel a Subscription to which a Minimum Term applies before that Minimum Term is complete, the Discount Recovery Amount becomes payable. No Discount Recovery Amount is payable on a Subscription to which no Minimum Term applies. Where one is payable, we may:
(a) deduct it from any refund otherwise due to you;
(b) charge it to your Stored Payment Method; or
(c) recover it from you as a debt due and payable, together with reasonable recovery costs actually incurred.
14.5 The Discount Recovery Amount is the standard retail price less the Subscriber Price, multiplied by the number of Subscription Orders already paid for and dispatched to you. It is capped at the total discount you have actually received.
14.6 It is not a fee, a penalty, an exit charge or a cancellation charge. It is the repayment of a conditional discount where the condition was not met. Had you paid the standard retail price for those Orders, no amount would be payable.
14.7 Worked example. Standard retail price $29.00. Subscriber Price $26.10, being 10 percent off. You receive one Subscription Order at $26.10 and then cancel. The Discount Recovery Amount is $2.90. Had you received both Orders of the Minimum Term, it would be nil.
14.8 The Discount Recovery Amount applies regardless of your reason for cancelling, and regardless of whether you cancel through the Customer Portal, by email, by telephone, by asking your bank to stop payment, by allowing a payment to fail, or by any other means, except where:
(a) you cancel because we have breached these Terms or failed to meet a consumer guarantee;
(b) the Goods supplied failed to meet a consumer guarantee;
(c) you cancel following a variation notified under clause 1.3 or clause 9.10 of the Terms;
(d) you cancel before your first Subscription Order is dispatched; or
(e) we cancel or suspend the Subscription.
14.9 We will email you an itemised notice within one Business Day of charging or deducting a Discount Recovery Amount, showing the calculation. If you believe the amount is wrong, contact us and we will review it and correct it if we have made an error.
14.10 Pausing and skipping. Pausing or skipping does not trigger a Discount Recovery Amount and does not satisfy the Minimum Term. A pause defers the Minimum Term.
14.11 Payment failure. Suspension for payment failure does not satisfy the Minimum Term. A Subscription suspended for non payment for more than 30 days may be cancelled by us, and the Discount Recovery Amount becomes payable, because the commitment has not been met. Clause 9.9 of the Terms applies.
14.12 Returned to sender. A returned to sender event does not satisfy the Minimum Term unless the Order was paid for and dispatched. Clause 9.11 of the Terms applies.
14.13 Cancellation timing. To avoid being charged for the next cycle, cancellation must be actioned at least one Business Day before the scheduled renewal date. Clause 9.5(b) of the Terms applies. A renewal charged because you cancelled late is not refundable once the Goods have been dispatched.
14.14 Before dispatch. If you contact us after a renewal charge but before the Goods have been dispatched, we will cancel and refund that renewal in full, and clause 14.4 does not apply to that renewal.
14.15 Rewards on Subscription Orders. Rewards redemptions are not available on Subscription Orders, because Subscriber Pricing already reflects a discount. Clause 10.3 of the Terms applies. Points are earned on the first Subscription Order only and are not earned on renewals, under clause 10.6 of the Terms.
14.16 Price changes. Subscription prices are not fixed for the life of the Subscription. Where we change the Subscriber Price we give at least 10 days notice, and you may cancel or pause before the change takes effect with no Discount Recovery Amount payable. Clause 9.10 of the Terms applies. Continuing after the notice period is acceptance of the new price, and is not a ground for refund of a subsequent cycle.
15.1 Prices displayed at checkout at the time an Order is placed apply to that Order. Clause 5.4 of the Terms applies.
15.2 We do not offer price adjustments. Where a product is later reduced, discounted, included in a sale, bundled or promoted at a lower price, that does not entitle you to a refund of the difference on an Order already placed.
15.3 We do not price match. A lower price offered by another seller, including an unauthorised seller, is not a ground for refund.
15.4 Promotions may be varied or withdrawn at any time. Withdrawal does not affect an Order already accepted. Clause 13.5 of the Terms applies.
(a) This clause applies where a discount code you were entitled to use was not applied to your Order, including where you forgot to enter it, entered it incorrectly, entered it after payment, or entered it and it did not carry through to payment.
(b) We do not refund the value of an unapplied discount code in cash, because the Order was placed and paid at the price displayed at checkout and accepted by you on that basis. Clause 15.5(f) is an exception to this.
(c) Tell us within 30 days of the Order date and we will put the value back in your hands. You choose which of these suits you:
(i) a substitute code for the same value, for your next Order, valid for 12 months from issue;
(ii) where you have another Order with us that we have not yet dispatched, the same value taken off that Order and refunded to your original payment method; or
(iii) where you place a further Order within 30 days, the same value applied to that Order.
(d) The substitute value is the same percentage or dollar amount as the code that was not applied, calculated on the Order to which the code would have applied. It is capped at the value of the original code, and it is never less.
(e) A substitute code issued under this clause is not a First Order Discount and clause 13.4 of the Terms does not apply to it. It is issued once in respect of the affected Order, and using it does not consume or forfeit a First Order Discount you have not yet used.
(f) Where our records show that a valid code was entered at checkout and our systems failed to carry it through to payment, that is our error and not yours. In that case we honour the discount on the original Order and refund the difference to your original payment method, and clause 15.5(b) does not apply.
(g) A substitute code is a promotional benefit for the purposes of clause 13.1 of the Terms, so it does not stack with another promotional benefit on the same Order.
(h) Nothing in this clause limits any right you have under the ACL, or any right arising where we have made a representation about the availability of a discount that our checkout did not honour.
15.6 Only one promotional benefit may be applied per Order. Clause 13.1 of the Terms applies.
15.7 Where a manifest pricing error occurred, we may cancel the Order and refund in full under clause 3.3 of the Terms.
16.0A Pre Orders and Backorders. You may cancel a Pre Order or Backorder at any time before dispatch, for any reason, and receive a full refund of everything you have paid. Where the expected dispatch date moves by more than 14 days we will email you and you may cancel then or wait. Clause 27 of the Terms governs Pre Orders and Backorders.
16.1 Duplicate orders. Where you placed the same Order twice in error, contact us immediately. If the second Order has not been dispatched we will cancel and refund it in full. Once dispatched, clauses 3.1(a) and 4.2 apply to Consumables.
16.2 Double charges. Where our records show a genuine duplicate charge for a single Order, we refund the duplicate in full, promptly, and without deduction. A pending authorisation that later drops off is not a duplicate charge.
16.3 Unauthorised use of a payment method. If you believe your card has been used without your authority, contact your card issuer and contact us immediately. We will cooperate fully with your issuer's investigation.
16.4 "I did not know it was a subscription." Subscription Orders are identified as such on the product page, in the cart, at checkout, in your Order Confirmation and on every receipt. Where our records show the Subscription option was selected and confirmed, clause 14 applies. Where our records show it was not, we will cancel and refund in full.
16.5 Orders by another person. You are responsible for all activity conducted under your account and for safeguarding your credentials. Clause 7.2 of the Terms applies. Where an Order was placed by a household member or another person with access to your account or payment method, that is not an unauthorised transaction as between you and us.
17.1 Before lodging a chargeback, you must contact us and give us a reasonable opportunity, being at least 5 Business Days, to investigate and resolve the issue. Clause 17.1 of the Terms applies.
17.2 Nothing prevents you from exercising a right with your bank or card scheme, or from contacting a regulator or ombudsman. A chargeback lodged in good faith is not a breach of these Terms, even if it is decided in our favour.
17.3 We will contest any chargeback we believe is not justified, and may provide our payment processor and the card scheme with order records, Carrier tracking and delivery evidence, account records and communication history.
17.4 We do not refund an Order that is the subject of an open chargeback. Doing so risks you receiving the money twice. Once the chargeback is withdrawn or decided, clause 22 of this Policy governs payment.
17.5 Where a chargeback is lodged without reasonable basis, including after we have provided a remedy or evidence of delivery, we may recover the reasonable third party costs we actually incur in responding, including payment processor chargeback fees. Clause 17.3 of the Terms applies.
18.1 Where a refund is payable, we may deduct, and will itemise:
(a) any Discount Recovery Amount payable under clause 14;
(b) the actual outbound shipping cost we paid, where the Order received free or subsidised shipping and is being refunded other than for our fault or an ACL remedy;
(c) any Carrier returned to sender fee, and a handling cost not exceeding $5.00, where clause 8 of the Shipping and Returns Policy applies;
(d) the value of a discount, promotional benefit or free shipping benefit that would not have applied had the Order been placed at the refunded value, under clause 13.7 of the Terms;
(e) the standard retail price of any free, promotional or Rewards item not returned to us in saleable condition, under clause 8.5 of the Terms;
(f) the difference between bundle pricing and individual retail pricing on a partially returned bundle, under clause 10.9;
(g) any reduction in value under clause 7.8(b); and
(h) any amount you owe us under clause 7.6 or clause 15.7 of the Terms.
18.2 We will provide evidence of any deducted cost on request, including Carrier invoices, shipping labels and lodgement receipts.
18.3 No double recovery. Where you have received a replacement, a credit, a Carrier payout, or any other remedy for the same loss, we may set that off against a refund. You are not entitled to be compensated twice for the same loss.
19.1 We assess every claim on its merits, reasonably, and on the evidence available.
19.2 We will give you a written decision with reasons, within the timeframes in clause 27.
19.3 Where we decline a claim, we will tell you why, identify the clause relied on, and provide the evidence we relied on where you ask for it.
19.4 If you are not satisfied, you may ask for the decision to be reviewed by a different person. Email info@teafy.com.au and ask for a review. We will respond within 10 Business Days.
19.5 You may also escalate under clause 23 of the Terms, including to Consumer Affairs Victoria, the ACCC, or the consumer protection agency in your state or territory. We will not treat a complaint to a regulator as a breach of these Terms, and we will not condition any remedy on the withdrawal of a complaint or the removal of a review. Clause 19.6 of the Terms applies.
20.1 We may require you to retain the Goods, all packaging and the batch code for inspection, and to provide reasonable evidence, before a remedy is provided. Clause 12.5 of the Terms applies.
20.2 We may decline a claim that is not supported by reasonable evidence after we have requested it, subject to clause 1.
20.3 We may require a written statement, and for higher value Orders a statutory declaration, setting out the circumstances of a claim.
20.4 Photographs and videos must be unaltered, must show the Goods as received, and must be capable of being connected to your Order. Submitting fabricated, altered, reused or misattributed evidence is conduct described in clause 15.2(c) of the Terms.
20.5 Where you have previously received a remedy for a non receipt claim, we may require additional evidence for any further non receipt claim within the following 12 months. Clause 15.4 of the Terms applies.
20.6 We retain claim evidence, Carrier records and account records for at least 24 months, and up to 7 years where they form part of our financial records, and will provide a summary on request.
20A.1 Where a return is required under this Policy, we inspect the returned Goods before any refund is processed. The 5 Business Day period in clause 22.2 runs from our inspection, not from the date you lodged the return.
20A.2 A return is required before a refund is issued where:
(a) the Goods are non consumable and you are returning them under clause 7;
(b) we have asked you to return faulty, damaged or incorrect Goods and have paid the return cost; or
(c) Goods we refunded or replaced as not received are afterwards delivered to you, under clause 11.9 of the Terms.
20A.3 A return is not required, and we will not withhold a refund pending return, where:
(a) returning the Goods would be unreasonable, including where they are a Consumable that cannot safely or lawfully be returned;
(b) the Goods were never delivered to you;
(c) the Goods have been disposed of on our instruction; or
(d) we have told you in writing that you need not return them.
20A.4 Where we require a return in respect of a failure to comply with a consumer guarantee, we pay the return cost and provide a prepaid label or arrange collection.
20A.5 Where returned Goods do not meet the condition requirements in clause 7, clause 7.8 applies and we may refuse the return, offer a partial refund reflecting the reduction in value, or offer Store Credit where you agree to it.
20A.6 Nothing in this clause permits us to withhold a remedy you are entitled to under the ACL, or to require Goods to be returned in a condition they could not be in given the failure complained of.
21.1 The notification periods in this Policy are:
(a) damage in transit: as soon as practicable, preferably within 7 days of delivery;
(b) parcel shows delivered but not received: within 7 days of the tracked delivery date;
(c) missing, incorrect or faulty items: within 14 days of delivery;
(d) change of mind on non consumable Goods: within 14 days of delivery;
(e) returned to sender election: within 14 days of our notification;
(f) Rewards redemption claim: within 90 days of issue, under clause 8.3A of the Terms.
21.2 Late notification does not automatically defeat a claim, but where lateness has materially prejudiced our ability to investigate, inspect the Goods, or pursue a Carrier or supplier, we may decline the claim on that basis.
21.3 Clause 21 does not limit a right you have under the ACL, which is not subject to these periods.
22.1 Refunds are made to the original payment method.
22.2 Once we approve a refund, we process it within 5 Business Days. Your bank or card issuer may take additional time to show it in your account, commonly up to 10 days.
22.3 We do not refund to a different card, account or person than the one that paid.
22.4 Where the original payment method is closed or expired, we will work with you to find a reasonable alternative, which may require identity verification.
22.5 Payment processing fees we incur are not refundable to us and are not deducted from your refund.
22.6 Store Credit is offered only where you agree to it. We will not impose it in place of a refund you are entitled to. Clause 8.10 of the Shipping and Returns Policy governs Store Credit.
22.7 Where an Order was paid wholly or partly with Store Credit, the part paid with Store Credit is returned as Store Credit.
22.7A Where an Order was paid wholly or partly with a gift card, the part paid with the gift card is returned to that gift card, or as Store Credit if the card has since expired. Clause 26 of the Terms governs gift cards.
22.8 Where an Order generated Rewards Points, those Points are reversed, in proportion where the refund is partial. Clause 8.5 of the Terms applies.
23.1 We may, at our discretion, offer a refund, replacement, credit, free reship, waived cost or other resolution in circumstances where this Policy does not require us to.
23.2 A goodwill resolution is made for that Order only. It is not an admission of fault, it does not vary this Policy, and it does not create an entitlement or a precedent for any other Order, for you or for any other customer.
23.3 We will confirm any goodwill resolution in writing, and will say that it is a goodwill gesture.
24.1 We investigate every claim in good faith and resolve the great majority of genuine claims quickly and in the customer's favour. This clause applies only to claims that are not made in good faith, and exists to protect the pricing and service we are able to offer honest customers.
24.2 Clause 15.2 of the Terms sets out in full what conduct is prohibited, including claiming Goods were not received when they were, claiming a fault that does not exist, submitting fabricated evidence, making duplicate claims across accounts, and retaining both the Goods and a refund.
24.3 Clause 15.5 of the Terms sets out the conditions we may apply to an account where a pattern of claims is inconsistent with Carrier evidence, order history or ordinary experience.
24.4 Clause 15.9 of the Terms sets out the notice and right of reply you receive before we act.
24.5 Nothing in this clause limits your rights under the ACL. A genuine claim will always be assessed on its merits.
25.1 This Policy applies only to Goods purchased directly from us through the Site.
25.2 Where you bought our Goods from a Stockist, your contract of sale is with that Stockist and you should direct any claim to them. Clause 14.2 of the Terms applies.
25.3 We give no warranty and provide no remedies for Goods purchased from any seller we have not authorised in writing, including marketplace listings, auction sites, social media sellers and grey market sellers. Such Goods may be counterfeit, expired, tampered with, decanted, relabelled, or stored in conditions that compromise quality and safety. Clause 14.5 of the Terms applies.
25.4 Clause 25 does not exclude any liability we have as a manufacturer or importer under Part 3-5 or Part 5-4 of the ACL.
25.5 Regardless of where Goods were purchased, if you have a food safety concern about any product bearing our branding, contact us immediately at info@teafy.com.au. We investigate every food safety report.
26.1 Wholesale purchases are governed by a separate written wholesale agreement and are not subject to this Policy except where that agreement says so. Clause 16 of the Terms applies.
26.2 Retail Orders placed for the purpose of commercial resale, without a wholesale agreement, breach clause 7.5(d) of the Terms and may be cancelled under clause 6.4(b).
27.1 Email info@teafy.com.au with:
(a) your order number;
(b) your full name and delivery address;
(c) a clear description of the issue and what outcome you are seeking; and
(d) the evidence listed in clause 10.3 where relevant.
27.2 We will acknowledge within 2 Business Days.
27.3 We will give you a written decision with reasons within 5 Business Days of receiving the evidence we have reasonably requested, or within 10 Business Days where an investigation with a Carrier or supplier is required.
27.4 We may request further information where it is reasonably necessary to assess the claim fairly.
28.1 If you are not satisfied with a decision, email info@teafy.com.au and ask for a review under clause 19.4.
28.2 Clause 23 of the Terms sets out our complaints process. We acknowledge complaints within 2 Business Days and respond substantively within 10 Business Days.
28.3 You may contact Consumer Affairs Victoria at consumer.vic.gov.au or 1300 55 81 81, the ACCC at accc.gov.au, or the consumer protection agency in your state or territory.
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. You are also entitled to have the Goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.
Teafy Pty Ltd, ABN 63 658 494 010, ACN 658 494 010
info@teafy.com.au, 1300 986 888
Version 1.0, effective 1st January 2026.
