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Last updated: 01 January 2025
This Shipping and Returns Policy forms part of Teafy Pty Ltd Terms and Conditions and applies to all purchases and subscriptions made via www.teafy.com.au. If there is any inconsistency, the Terms and Conditions prevail to the extent of the inconsistency.
1.1 ACL means the Australian Consumer Law in Schedule 2 of the Competition and Consumer Act 2010 (Cth).
1.2 FSANZ means Food Standards Australia New Zealand, including applicable food safety and handling standards for consumable goods.
1.3 Business Day means a day that is not a Saturday, Sunday, or public holiday in Victoria, Australia.
1.4 Consumables means food and drink products, including tea, matcha, and organic food products, that are supplied for consumption.
1.5 Goods means all products supplied by Teafy Pty Ltd, including Consumables and any non consumable items (if offered).
1.6 Order means an order placed via the website, including subscription orders.
1.7 RTS means returned to sender by the carrier due to non collection, failed delivery attempts, refusal of delivery, incorrect or incomplete address details, or other delivery failure not caused by Teafy.
2.1 Teafy aims to process orders within the processing windows described at checkout and in the Terms and Conditions. Processing times may extend during peak periods.
2.2 Dispatch occurs when Teafy hands the parcel to the carrier and a tracking event is generated.
2.3 Teafy uses tracked delivery services where available. Once dispatched, Teafy provides tracking details by email or via the customer account portal.
2.4 Delivery timeframes are estimates only and may be affected by carrier delays, weather, service disruptions, customs, or other events outside Teafy control.
2.5 The customer must provide a complete and accurate delivery address and any necessary delivery instructions at checkout.
2.6 If the customer provides an incorrect, incomplete, invalid, or outdated address, Teafy is not responsible for non delivery, delay, or misdelivery caused by that error.
2.7 If the parcel is RTS for any reason not caused by Teafy, including customer address error, non collection, refusal of delivery, or failed delivery attempts, clause 6 of this policy applies.
2.8 Tracking events, delivery scans, carrier confirmation, GPS data where provided by the carrier, and safe drop confirmation may be relied upon as evidence of delivery to the nominated address or collection point.
2.9 If the carrier marks an item delivered and the customer claims non receipt, the customer must notify Teafy promptly. Teafy may request a statutory declaration or similar written statement and may require the customer to cooperate with any carrier investigation.
2.9A Where Teafy opens a carrier investigation or insurance claim, the customer must provide any information reasonably requested and cooperate in good faith, including completing carrier forms or declarations where required.
2.10 Title passes once full payment is received.
2.11 For consumer orders, risk remains with Teafy until delivery to the nominated address or collection point, subject to the ACL.
2.12 Nothing in this policy limits rights and remedies that cannot be excluded under the ACL.
2.13 For consumer orders, Teafy will work with the customer and the carrier to investigate loss in transit. Where carrier records show delivery to the nominated address or collection point, and there is no evidence of carrier error, Teafy may treat the order as delivered, subject to ACL obligations.
2.14 Redirection requests are subject to carrier rules. If Teafy agrees to request a redirection, the customer is responsible for any fees charged by the carrier and any increased risk of delay or delivery failure.
3.1 Teafy supplies perishable Consumables. For food safety and hygiene reasons, Consumables cannot be returned once dispatched except where the Goods are faulty, damaged in transit, not as described, or otherwise trigger remedies under the ACL.
3.2 Teafy does not offer change of mind refunds for Consumables once dispatched, except where required under the ACL.
3.3 Where a return is permitted under this policy, the Goods must meet the eligibility conditions in clause 4.3.
4.1 This clause applies only to non consumable Goods, if offered by Teafy.
4.2 Return requests must be submitted within 14 days of delivery.
4.3 To be eligible, the Goods must be:
• unused• unopened with original seals intact (if applicable)
• in original packaging
• accompanied by proof of purchase
4.4 Teafy may refuse a return where the item is not in the condition required by clause 4.3, including where it has been opened, used, damaged after delivery, or contaminated.
5.1 For damage in transit, customers should notify Teafy as soon as possible and preferably within 7 days of delivery. Customers should notify Teafy within 14 days of delivery for any of the following issues:
• damaged in transit
• missing items
• incorrect items supplied
• suspected fault or defect
5.2 If notification occurs after 14 days, Teafy may still assist where reasonable, but the customer may be asked for additional evidence due to the increased difficulty of investigating. This does not limit ACL rights.
5.3 The customer must provide reasonable evidence to support the claim, which may include:
• photographs of the outer packaging, inner packaging, and affected Goods
• photographs of the shipping label and tracking number
• where relevant, a short video showing the issue clearly
5.4 Teafy may request the customer retain the Goods and packaging for inspection or carrier assessment.
5.5 If a claim is accepted, Teafy will provide a remedy consistent with the ACL, which may include (as applicable):
• replacement
• refund
• store credit (only if the customer agrees)
5.6 For minor failures, Teafy may choose repair, replacement, or refund as permitted by the ACL. For major failures, the customer may choose a refund or replacement, consistent with the ACL.
6.1 Customers are responsible for collecting parcels from collection points within carrier time limits.
6.2 If an Order is RTS due to non collection, failed delivery attempts, refusal of delivery, or address error not caused by Teafy, Teafy cannot restock or resell Consumables due to food safety and stock integrity requirements. In these circumstances, the customer is responsible for all reasonable costs actually incurred by Teafy in shipping and handling the Order, including outbound shipping and any RTS fees charged by the carrier.
6.3 If an RTS parcel is received back, Teafy may, at its discretion, offer one of the following outcomes, and the customer acknowledges there is no entitlement to a refund or re shipment in RTS circumstances unless required under the ACL:
(a) re ship the Order to a corrected address, provided the customer pays the re shipping cost in advance; or
(b) issue a partial refund for Goods only, excluding shipping and reasonable handling costs actually incurred, where this is reasonable and lawful.
6.4 Any refund, credit, or re shipment in RTS scenarios is discretionary except to the extent the ACL requires otherwise.
6.5 Reasonable costs actually incurred referred to in clause 6.2 may include:
• the actual outbound shipping cost paid by Teafy
• any RTS fees charged by the carrier
• reasonable handling and processing costs, including packaging and labour
6.5A Teafy may provide evidence of costs actually incurred in RTS scenarios on request, which may include carrier invoices, shipping labels, lodgement receipts, and internal handling records.
6.6 Where an Order originally received free or subsidised shipping, the customer acknowledges Teafy may still recover the actual outbound shipping cost paid by Teafy in an RTS scenario.
6.7 This clause applies equally to subscription and one time orders.
6.8 Teafy is not required to re ship an RTS Order until all reasonable costs payable under this policy are paid.
7.1 Where a return is accepted for reasons other than Teafy fault or ACL remedy, the customer is responsible for return shipping costs.
7.2 Where a return is required due to Teafy fault or accepted defect claim, Teafy will cover return shipping costs where return is reasonably required to assess or comply with ACL remedies.
8.1 Subscription pricing is conditional pricing offered in exchange for a minimum commitment period, as described in the Terms and Conditions.
8.2 One time purchases are not subject to subscription minimum term rules.
8.3 A two month minimum subscription term applies unless otherwise stated at checkout.
8.4 If a subscription is cancelled before the minimum term is completed, Teafy may recover the subscription discount by charging the difference between the discounted subscription price and the standard retail price for Goods supplied during the minimum term period. Teafy will not charge an amount greater than the total discount actually received. This applies even if the customer attempts to cancel after dispatch or after an RTS event.
8.5 Teafy will only charge the difference described in clause 8.4 if the customer has provided valid payment authorisation via the subscription checkout process and the charge reflects the discount actually applied.
8.6 This clause is intended to preserve pricing integrity and deter subscription abuse, not to impose a penalty.
8.7 Cancellation must occur at least one Business Day before the renewal date to avoid being charged for the next cycle.
8.8 If the customer contacts Teafy shortly after renewal and the Goods have not been dispatched, Teafy may cancel and refund that renewal as a goodwill gesture, at Teafy discretion.
9.1 The customer must contact Teafy at info@teafy.com.au with:
• order number
• full name and delivery address
• description of the issue
• supporting evidence listed in clause 5.3 where relevant
9.2 Teafy may request additional information to assess the claim fairly.
10.1 All items must be return to the below address:
11.1 Our Goods come with consumer guarantees that cannot be excluded under the ACL. Nothing in this policy excludes, restricts, or modifies any right or remedy that cannot lawfully be excluded.
