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Teafy Pty Ltd
Version 2.0, effective 1st January 2026.
This Shipping and Returns Policy forms part of the Teafy Pty Ltd Terms and Conditions and applies to all purchases and Subscriptions made via www.teafy.com.au. Where there is any inconsistency, the Terms and Conditions prevail. Refunds are governed by the Teafy Refund Policy.
Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian Consumer Law.
ACL means the Australian Consumer Law, Schedule 2 to the Competition and Consumer Act 2010 (Cth).
Authority to Leave means the Delivery Option under which you authorise us and the Carrier to complete delivery by leaving the Goods unattended at the delivery address you nominated, without obtaining a signature. Authority to Leave is a Delivery Instruction.
Business Day means a day that is not a Saturday, Sunday or public holiday in Victoria, Australia.
Carrier means Australia Post or any other delivery provider we engage.
Collection Point means a Post Office, Parcel Collect location, parcel locker or other collection location operated by or for the Carrier.
Consumables means food and beverage products supplied for consumption, including tea, matcha and any powdered, loose leaf or packaged edible product.
Delivery Instruction means any instruction, election or authority given by you directing how a parcel is to be delivered in your absence, including Authority to Leave, Safe Drop, a nominated safe place, a nominated parcel locker or collection point, or a request to leave with a neighbour or building concierge. It includes an instruction given at checkout, in your Teafy account, directly to the Carrier, or through a Carrier app or delivery preference service.
Delivery Option means the delivery method you select at checkout, being either Authority to Leave or Signature on Delivery.
Gift Order means an Order you place for delivery to another person.
Goods means all products supplied by us.
Holding Period means the period for which a Carrier holds a parcel at a Collection Point before returning it to us. The Holding Period is set by the Carrier, is shown on the Carrier's tracking page or collection notice, and is not set or controlled by us.
International Order means an Order with a delivery address outside Australia.
Order means an order placed via the Site, including a Subscription Order.
RTS means returned to sender by the Carrier for a reason not caused by us, including non collection, failed delivery attempts, refusal of delivery, or an incorrect, incomplete or invalid address.
Signature on Delivery means the Delivery Option under which the Carrier must obtain a signature from a person at the delivery address before completing delivery, and must not leave the Goods unattended.
Stockist means a retailer, cafe, wholesaler or other business we have authorised in writing to resell our Goods.
Store Credit means credit issued under clause 8.10.
2.1 Standard Orders are processed within 1 to 2 Business Days, and up to 3 Business Days in peak periods. Express Orders are processed same day or next Business Day where available. International Orders are processed within 3 to 5 Business Days before handover to the international carrier.
2.2 Dispatch occurs when we lodge the parcel with the Carrier and a tracking event is generated.
2.3 We use tracked services. Tracking details are emailed to the email address entered on your Order, from our shipping system, on the day of dispatch, and are available in your account. It is your responsibility to make sure that email address is correct and monitored, and to check your junk or spam folder if you have not received tracking within 2 Business Days of your Order Confirmation.
2.4 Delivery timeframes are estimates only and may be affected by Carrier delays, weather, service disruption, customs, industrial action or events beyond our reasonable control. This does not affect your right under the ACL to have Goods supplied within a reasonable time.
2.5 You must provide a complete, accurate and current delivery address, and any necessary access or delivery instructions, at checkout. You must also provide a current email address, and we recommend you provide a mobile number as well.
2.5A We pass the contact details you provide at checkout to the Carrier so it can send you delivery and collection notices. The Carrier may use either your email address or your mobile number for these notices. Where you have given only one of the two, the Carrier can only notify you by that method, and you may not receive notices by the other. Providing both gives you the best chance of being notified promptly if your parcel needs to be collected.
2.5B Carrier notices are sent by the Carrier, not by us. We are not responsible if the Carrier does not send, or you do not receive, a card, SMS, email or other notice. The tracking details we email to you under clause 2.3 are your main source of delivery information, and it is your responsibility to check them regularly and in a timely manner until your parcel is delivered or collected. This clause does not affect clause 3.1 or our responsibility for parcels that are lost, damaged or never delivered.
2.6 You may correct a delivery address free of charge at any time before dispatch by emailing info@teafy.com.au. After dispatch, redirection is subject to Carrier approval and any Carrier fee is your responsibility.
2.7 Title in the Goods passes to you on receipt of payment in full.
2.8 Split shipments. We may send an Order in more than one parcel. Each parcel is treated separately under this Policy, and the clauses on risk, delivery, non receipt and RTS apply to each parcel on its own. You pay only one shipping charge for an Order we choose to split.
2.9 Addresses that cannot receive your Order. Where the address or Collection Point you nominate cannot receive the service your Order requires, for example a parcel locker that does not accept parcels needing a signature, we will contact you before dispatch to arrange another address or Collection Point. If we cannot reach you within 5 Business Days, we may cancel the Order and refund you in full.
(a) Delivered Duty Unpaid. All International Orders are shipped Delivered Duty Unpaid (DDU). The price you pay at checkout covers the Goods and the shipping service only. It does not include customs duties, import taxes, VAT, GST, brokerage, handling, storage or clearance fees charged in the destination country.
(b) You are the importer of record. You are responsible for all duties, taxes and clearance charges levied by your country, and for providing any information your customs authority requires. It is your responsibility to check that the Goods may lawfully be imported into your country before you order.
(c) Our customs documentation and clearance support is provided through Zonos. Zonos' own terms apply to the services it provides, and you can ask us for a link to them at any time. Nothing in Zonos' terms limits our obligations to you under this Policy or under any law that cannot be excluded.
(d) Parcels held by customs. Where your parcel is held by customs because duties, taxes or clearance fees have not been paid, or because information required from you has not been provided:
(i) we cannot release the parcel. Only you, or your customs authority, can do that;
(ii) the parcel is released when you pay what is owed, and is otherwise held, returned or destroyed at your customs authority's discretion;
(iii) we are not responsible for a failure by a customs authority or a carrier to contact you, and we have no visibility of or control over their notification process; and
(iv) where the parcel is destroyed, abandoned or returned for that reason, it is treated as RTS under clause 8.
(e) Tracking that stops updating. Where an International Order shows no tracking movement for an extended period, the most common cause is customs clearance in the destination country. Contact us and we will make enquiries with the carrier and with Zonos, although neither we nor they can compel a customs authority to act.
(f) Help with clearance charges. Where you ask us to, we may pay a customs duty, tax or clearance fee on your behalf to release your parcel. We will tell you the amount before we pay it, and we will only charge it to your payment method after you have confirmed in writing that you want us to proceed. We are not obliged to offer this and it is provided as assistance, not as an admission that the charge is ours to bear.
(g) After dispatch. Once an International Order has been handed to the carrier, we cannot redirect it, recall it, change the declared value, alter the customs documentation, or intervene in its clearance.
(h) Returns on International Orders. Where you are entitled to return Goods under clause 5.4 of this Policy, the Goods must reach us within 30 days of the date they were delivered to you, in the condition required by clause 7 of the Refund Policy. Return shipping, and any duties or taxes arising on the return, are at your cost unless the return is because the Goods failed a consumer guarantee.
(i) Clauses 3 and 4 apply to International Orders as they apply to domestic Orders. Delivery Options under clause 2.13 are available on domestic Orders only. International Orders are sent on the service shown at checkout.
(j) Nothing in this clause excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.
2.11 Items unavailable after you order. If part of your Order becomes unavailable after you place it, we will contact you before dispatch. You may choose a full refund for the unavailable items, or to have them sent when they are back in stock at no extra shipping cost. If we cannot reach you within 5 Business Days, we will dispatch the available items and refund the rest.
2.12 Express. Express uses the Carrier's express service. The Carrier's express delivery times are estimates set by the Carrier and are not guaranteed by us.
(a) At checkout you choose one of two Delivery Options for your Order:
(i) Authority to Leave, included at no additional charge; or
(ii) Signature on Delivery, for an additional $2.95 per Order.
(b) Both Delivery Options, and the cost of each, are displayed at checkout before you pay. Your selection is recorded against your Order and shown on your Order Confirmation.
(c) If you do not select Signature on Delivery, Authority to Leave applies and clause 3.2 operates.
(d) We recommend Signature on Delivery for any Order with a value of more than $100. The compensation available from a Carrier on a standard parcel service sent without additional cover is limited, and in the case of Australia Post is capped at $100 for most items and assessed case by case. Signature on Delivery reduces the risk of a parcel being left unattended and taken.
(e) Signature on Delivery is included at no additional charge on Orders over $200, under clause 3.4.
(f) Selecting or declining a Delivery Option does not exclude, restrict or modify any consumer guarantee, right or remedy under the ACL. Declining Signature on Delivery does not make you responsible for a parcel that is lost in transit, damaged in transit, or never delivered to the address you nominated.
(g) Where you select Signature on Delivery and the address or Collection Point you nominate cannot accept a parcel requiring a signature, clause 2.9 and clause 3.4C apply.
(h) Where an Order is sent in more than one parcel, every parcel in that Order is lodged with Signature on Delivery and the $2.95 is charged once.
Risk in the Goods remains with us until the earliest of:
(a) the Goods being delivered to the address, Collection Point or parcel locker you nominated;
(b) the Carrier leaving the Goods in accordance with an Authority to Leave or any other Delivery Instruction, and recording that event in accordance with clause 3.2(b); or
(c) the Carrier holding the Goods for your collection, as shown by a Carrier tracking scan such as awaiting collection, held for collection, card left or item not collected, provided we have emailed you the tracking details under clause 2.3.
If your parcel is lost in transit, damaged in transit, or never delivered before risk passes to you, your claim is with us, not with the Carrier. You do not need to pursue Australia Post yourself. Contact us and we will handle it.
Once risk has passed to you under clause 3.1(c), clause 8 applies if the parcel is not collected within the Holding Period.
(a) By completing an Order without selecting Signature on Delivery, or by nominating a safe place, choosing a parcel locker, or setting a standing delivery preference with the Carrier, you are directing us and the Carrier to complete delivery in your absence by leaving the Goods unattended at the delivery address you nominated, in a location the Carrier reasonably considers safe, without obtaining a signature.
(b) Delivery is complete, and risk passes to you, at the moment the Carrier leaves the Goods in accordance with that Delivery Instruction, evidenced by a Carrier tracking scan together with a Safe Drop confirmation, photograph or GPS record where the Carrier provides one.
(c) We are not responsible for theft of, interference with, loss of or damage to the Goods occurring after delivery has been completed under clause 3.2(b).
(d) This clause applies only where the Delivery Instruction was given by you or with your authority. It does not apply where a Carrier leaves a parcel unattended without a Delivery Instruction from you.
(e) Where the Carrier leaves a parcel unattended and the record required by clause 3.2(b) does not exist, delivery is not complete under this clause, risk has not passed to you, and clause 4 applies.
(f) Where the Carrier judges that there is no safe place to leave the parcel, the Carrier may instead card the parcel and take it to a Collection Point. Clause 3.4B and clause 8.1 then apply.
Where you did not give a Delivery Instruction and the parcel does not reach you, clause 3.1 applies and we remain responsible, subject to the investigation process in clause 4.
In short. If you asked us to leave it, and the Carrier left it where you asked and recorded that, delivery is complete and the Goods are yours from that moment. If you did not ask us to leave it, it is on us until it reaches you or is held for your collection under clause 8.1.
Orders with a total of more than $200 after discounts are sent with Signature on Delivery at no additional charge, and the $2.95 is not charged on them. Authority to Leave and Safe Drop are not available for these Orders. You may nominate a Collection Point that accepts parcels needing a signature. If no one is available to sign, clause 3.4B applies.
(a) Where you select Signature on Delivery and pay the additional $2.95, we lodge the parcel on the Carrier's signature on delivery service.
(b) The Carrier will not leave the parcel unattended. Authority to Leave and Safe Drop are not available on that parcel, and we instruct the Carrier accordingly.
(c) A person at the delivery address aged 18 years or over must accept the parcel and provide a signature.
(d) A signature given by any person at the delivery address, including a household member, a co resident, a receptionist, a concierge or building management, completes delivery. We are not required to verify who signed.
(e) The $2.95 is the price of a different delivery method. It is not insurance, it is not additional transit cover, and it does not purchase any additional entitlement to compensation from us or from the Carrier.
(f) The $2.95 is refunded where we cancel the Order before dispatch, where you cancel before dispatch, or where the Goods failed a consumer guarantee. It 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.
(g) Where you selected and paid for Signature on Delivery and we dispatched the parcel without that service, we will refund the $2.95, clause 3.2 does not apply to that parcel, and risk remains with us under clause 3.1 until the Goods reach you or are held for your collection.
(a) The Carrier will card the parcel and take it to a Collection Point, usually your nearest Post Office, and hold it there for the Holding Period.
(b) Risk passes to you when the Carrier records the parcel as held for collection, awaiting collection, carded or not collected, provided we have emailed you the tracking details under clause 2.3.
(c) It is your responsibility to monitor your tracking and to collect the parcel within the Holding Period. Clause 8.1 applies, including where the parcel is returned to us uncollected.
(d) We do not control the Holding Period and cannot extend it.
(a) A Carrier may be unable to capture a signature at a Post Office Box, a bulk delivery point, or a parcel locker or collection location at which the receiver has authorised delivery without a signature.
(b) Where you nominate an address or Collection Point of that kind and have selected Signature on Delivery, we will contact you before dispatch under clause 2.9 to arrange an alternative address or Collection Point.
(c) If we cannot reach you within 5 Business Days, we may cancel the Order and refund you in full, including the $2.95.
(a) Where you hold a standing delivery preference with a Carrier, including a Safe Drop authority, a nominated safe place, or a nominated collection point set in a Carrier app or Carrier account, that preference is a Delivery Instruction given by you for the purposes of clause 3.2.
(b) A preference of that kind may override the Delivery Option you selected at checkout on a parcel sent without Signature on Delivery. We cannot see, change or override your Carrier preferences.
(c) If you want a parcel to be signed for, select Signature on Delivery at checkout. That instruction is given to the Carrier by us and takes precedence over a standing Safe Drop preference.
(d) Clause 3.2(c) applies to a delivery completed in accordance with a preference of this kind.
(a) Where you place a Gift Order, you are the purchaser and our contract is with you.
(b) A Delivery Instruction given by the recipient, including a standing delivery preference the recipient has with the Carrier, is treated as given with your authority under clause 3.2(d).
(c) Tracking details are sent to the email address on your Order. It is your responsibility to pass them to the recipient where needed.
(d) Claims under this Policy must be made by you. We may deal with the recipient directly if you ask us to in writing.
(e) Clause 8 applies if the recipient does not collect a parcel held for collection.
(a) Where you choose pickup from our Clayton South facility, pickup is by appointment only, Monday to Friday between 10am and 5:30pm, excluding public holidays. Our facility is a food production site, not a retail shop.
(b) We will email you when your Order is ready for pickup.
(c) Risk in the Goods passes to you when they are handed to you, or to a person you nominate in writing. We may ask for photo identification and your order number before handing over an Order.
(d) We will hold your Order for 14 days from the date of our ready email. If it is not collected within that time, we will contact you. If we cannot arrange collection or paid delivery within a further 7 days, clause 8.3 applies as if the Order had been returned to us.
4.1 Tell us within 7 days of the tracked delivery date if a parcel shows as delivered but you have not received it. Email info@teafy.com.au with your order number.
4.2 We will open an investigation with the Carrier and keep you updated. We may ask you to:
(a) check with household members, neighbours, building management, reception and the property's usual safe places;
(b) provide a written statement that the Goods were not received, and for higher value Orders a statutory declaration; and
(c) cooperate in good faith with the Carrier's investigation, including completing Carrier forms.
4.3 The outcome depends on what the Carrier's records show.
Where the Carrier accepts the claim, pays compensation, or cannot produce evidence of delivery to your nominated address, we will replace or refund your Order, at your election.
Where the Carrier produces evidence of delivery to your nominated address, being a tracking scan together with a Safe Drop photograph, GPS record or signature, declines the claim, and you gave a Delivery Instruction, delivery is complete under clause 3.2 and we are not obliged to replace or refund.
Where the Carrier produces evidence of delivery but you did not give a Delivery Instruction, we will assess the claim on its merits and will replace or refund where the consumer guarantees require it. We will not decline a claim on the basis of a tracking scan alone.
Where the parcel is confirmed lost, or is stalled under clause 4.3A, we will replace or refund your Order, at your election.
A parcel with a Carrier scan of awaiting collection, held for collection, card left, item not collected, returned to sender or an equivalent scan is not a lost or stalled parcel, and is handled under clause 8.
(a) A parcel is stalled where no new Carrier tracking scan has been recorded for 10 Business Days, and no scan shows that the parcel was delivered, held for collection, not collected or returned to sender.
(b) If your tracking has not updated for 10 Business Days, please email info@teafy.com.au with your order number. We may also contact you if we notice it first.
(c) We will lodge an enquiry with the Carrier within 2 Business Days of the parcel becoming stalled or of you telling us, whichever is earlier, and keep you updated.
(d) If the Carrier cannot locate the parcel within 10 Business Days of our enquiry, or confirms it is lost, we will replace or refund your Order, at your election, without waiting for the Carrier's claim to be finalised.
(e) If the Carrier locates the parcel and it is then delivered, held for collection or returned to sender, the relevant clause of this Policy applies.
(f) Nothing in this clause limits your right under the ACL to have Goods supplied within a reasonable time.
4.4 We will give you a written decision within 10 Business Days of receiving all information reasonably requested, with reasons.
4.5 Clause 12 of this Policy applies to repeated or unsupported non receipt claims.
4.6 If you disagree with our decision you may ask for it to be reviewed by a different person at Teafy, and you may escalate under clause 23 of the Terms and Conditions, including to Consumer Affairs Victoria or the consumer protection agency in your state or territory.
4.7 Nothing in this clause limits your rights under the ACL.
5.1 We supply perishable Consumables. For food safety and hygiene reasons, Consumables cannot be returned once dispatched, and we cannot restock or resell a returned Consumable.
5.2 We do not offer change of mind refunds on Consumables once dispatched.
5.3 Clauses 5.1 and 5.2 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 6 applies.
5.4 Non consumable Goods, including teaware, accessories and gift items, may be returned within 14 days of delivery if they are unused, unopened with original seals intact, in original packaging, and accompanied by proof of purchase. Clause 7 of the Refund Policy sets out the condition requirements in full, including what resaleable condition means.
5.5 We may refuse a return where the Goods do not meet clause 5.4, including where they have been opened, used, damaged after delivery or contaminated.
5.6 Do not send a return before we have authorised it. Unauthorised returns cannot be processed and we cannot accept responsibility for them. We will give you a return authority reference when we authorise a return. Include it with your parcel.
6.1 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.
6.2 Late notification may make investigation harder and we may ask for further evidence. It does not limit your rights under the ACL.
6.3 Please provide:
(a) photographs of the outer packaging, including the shipping label and tracking number;
(b) photographs of the inner packaging and the affected Goods;
(c) the batch code printed on the pack; and
(d) where useful, a short video showing the issue.
6.4 Retain the Goods and packaging until we confirm the outcome, as the Carrier may need to inspect them.
6.5 Where a claim is accepted, for a major failure you may choose a refund or a replacement, plus compensation for any other reasonably foreseeable loss. For a minor failure we may choose to repair, replace or refund. Store credit is offered only if you agree to it.
6.6 We will not require you to return a Consumable before providing a remedy where doing so would be unreasonable. Where a return is required, we pay the return shipping.
6.7 We will decide accepted claims within 5 Business Days of receiving the evidence in clause 6.3.
6.8 Natural variation in colour, aroma, particle fineness, texture, flavour, settling or clumping is a normal characteristic of tea and matcha and is not a defect. Clause 4 of the Terms and Conditions explains this in full. Clause 8 of the Refund Policy explains why taste and personal preference is not a fault.
6.9 Where we send you an item in error, including an extra item, we will either arrange its return at our cost or tell you in writing that you may keep it. Please do not consume or open an item sent in error until we have confirmed which applies.
6.10 Where no fault is found after inspection, we will tell you, explain what we found, and return the Goods to you at our cost. We will not dispose of Goods you have returned without telling you first.
7.1 Our products are packed by weight using calibrated automated equipment operating to a tolerance of approximately plus or minus 1 gram per pack. Individual packs may contain slightly more or slightly less than the stated net weight.
7.2 Tea and matcha absorb and release atmospheric moisture, so net weight may vary marginally with humidity and temperature between packing and the point at which a pack is weighed.
7.3 Fine powders settle and compact in transit. A pack may look less full by volume while containing the correct weight.
7.4 Variation within the tolerance described in clause 7.1 is not a defect or a shortfall.
7.5 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.
7.6 Clause 7 discloses our packing tolerance. 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.
8.1 Where a parcel cannot be delivered and is held by the Carrier for collection, the Goods are taken to have been made available to you. It is your responsibility to monitor the tracking details we email to you and to collect the parcel within the Holding Period. The Holding Period is set by the Carrier and is shown on the Carrier's tracking page or collection notice. We do not control it and cannot extend it. We are not responsible for any failure by the Carrier to leave a card, SMS or other notice, provided we have sent you the tracking details under clause 2.3.
8.2 For food safety reasons, Consumables that have left our facility and been in transit cannot be restocked or resold to any other customer, regardless of whether the packaging is unopened. When a parcel is returned to us:
(a) we will inspect it on arrival;
(b) where the outer packaging and every product seal are intact, and the Goods show no sign of damage, moisture, heat exposure or tampering, we will hold the Goods for you for the period in clause 8.3A, and may reship those same Goods to you under clause 8.3(a);
(c) where the Goods do not meet clause 8.2(b), we will dispose of them, and if you choose a reship under clause 8.3(a) we will send replacement Goods of the same type and quantity at no extra cost for the Goods;
(d) where you do not choose a reship within the period in clause 8.3A, the Goods will be disposed of and clause 8.3A applies; and
(e) the cost of Goods disposed of under this clause is not recoverable by us.
8.3 Where an Order is returned to us because it was not collected or delivery was refused, and the RTS was not caused by us, you may choose:
(a) Reship: we reship the Goods to an address or Collection Point you nominate, once you have paid the reshipping cost in advance; or
(b) Store Credit: Store Credit under clause 8.10 for the price of the Goods, less the actual outbound shipping cost, any Carrier RTS fee and a handling cost not exceeding $5.00.
Cash refunds for RTS Orders are at our discretion. This clause does not limit your rights under the Australian Consumer Law.
8.3A You must tell us your choice under clause 8.3 within 14 days of us notifying you that the parcel has been returned. If we do not hear from you within that time, we will issue Store Credit under clause 8.3(b).
(a) We may, at our discretion, waive or reduce the reshipping cost under clause 8.3(a), upgrade the reshipping service, or waive any deduction under clause 8.3(b).
(b) A waiver is a goodwill gesture for that Order only. It is not an admission that the RTS was caused by us, and it does not create an obligation to offer a waiver on any other Order or to any other customer.
(c) We will confirm any waiver to you in writing by email.
8.4 Where the Order originally received free or subsidised shipping, we may still deduct the actual outbound shipping cost we paid.
8.5 We will itemise every deduction and will provide evidence of the costs on request, including Carrier invoices, shipping labels and lodgement receipts.
8.6 We are not required to reship an RTS Order until the reshipping cost is paid, unless we have waived it under clause 8.3B.
8.7 This clause applies equally to Subscription and one time Orders. An RTS event does not satisfy a Subscription Minimum Term unless the Order was paid for and dispatched.
8.8 This clause 8 does not apply where the RTS was caused by:
(a) our error, for example an address entered incorrectly on our side; or
(b) the Carrier failing to deliver the parcel to your nominated address, or failing to make it available for collection at your nominated or nearest collection point.
(a) A parcel is taken to have been made available to you, and clause 8.8(b) does not apply, where:
(i) a Carrier tracking scan shows the parcel was held for collection, awaiting collection, carded, or not collected; and
(ii) we emailed you the tracking details under clause 2.3.
(b) A failure or alleged failure by the Carrier to leave a card, send an SMS or email, or give any other collection notice is not a Carrier failure under clause 8.8(b) where clause 8.9(a) is met.
(c) Where the tracking does not show a scan described in clause 8.9(a)(i), we will ask the Carrier to confirm where the parcel was held and for how long. If the Carrier cannot confirm that the parcel was made available for collection, we will treat the RTS as caused by the Carrier under clause 8.8(b), and replace or refund your Order at your election.
(d) On request, we will give you a copy of the tracking history and any Carrier response we rely on.
(a) Store Credit is issued as a code emailed to the email address on your Order.
(b) Store Credit is valid for at least 3 years from the date it is issued. We will email you at least 30 days before it is due to expire.
(c) Store Credit may be used on one time Orders placed on the Site. It cannot be used on Subscription Orders.
(d) Store Credit is not transferable and cannot be exchanged for cash, except where the law requires it.
(e) Store Credit may be used together with one promotional benefit, but it is not itself a promotional benefit for the purposes of clause 13.1 of the Terms and Conditions.
(f) If an Order paid wholly or partly with Store Credit is refunded, the part paid with Store Credit is returned as Store Credit.
(g) Where Store Credit expires unused, it cannot be reinstated and has no cash value. Where Store Credit was issued in place of a refund you were entitled to under the ACL, its expiry does not extinguish that entitlement.
(a) Where an Order is returned to us as an RTS event for a reason not caused by us, the $2.95 Signature on Delivery charge is not refunded and is not credited, because the service was performed.
(b) Where you choose a reship under clause 8.3(a), Signature on Delivery is not carried over to the reshipped parcel unless you pay the charge again, or unless the reshipped Order exceeds $200 after discounts, in which case clause 3.4 applies.
(c) Where the RTS event was caused by us or by a Carrier failure under clause 8.8, we refund the $2.95 together with the other amounts payable.
A parcel sent with Signature on Delivery that is carded, held for collection and not collected within the Holding Period is an RTS event for the purposes of this clause 8. Clause 8.9 governs the evidence that the parcel was made available to you.
9.1 Where a return is accepted for a reason other than our fault or an ACL remedy, you pay return shipping.
9.2 Where the return arises from our fault, or from an accepted defect or consumer guarantee claim, we pay return shipping and will provide a prepaid label or reimburse the cost.
9.3 Risk in Goods you return remains with you until we receive them. We recommend a tracked service. Clause 9.2 is unaffected, and where we are paying for the return we bear the risk of loss in transit.
10.1 Subscriber Pricing is conditional pricing offered in exchange for a Minimum Term commitment, as described in clause 9 of the Terms and Conditions.
10.2 A Minimum Term of two consecutive Billing Cycles applies to every Subscription at a monthly delivery frequency. No Minimum Term applies to a Subscription at a longer frequency unless checkout states otherwise, and such a Subscription may be cancelled at any time with no Discount Recovery Amount payable. The Minimum Term is satisfied only when two Subscription Orders have been paid for in full and dispatched, and neither has been refunded at your request, cancelled by you, or reversed by a chargeback. Clause 9.4 of the Terms and Conditions sets this out in full.
10.3 Where a Minimum Term applies, cancelling before it is complete triggers the Discount Recovery Amount, being the difference between the Subscriber Price and the standard retail price for the Orders already dispatched. It is capped at the discount you actually received and is calculated under clause 9.8 of the Terms and Conditions.
10.4 Cancellation must be actioned at least one Business Day before the renewal date to avoid the next cycle being charged.
10.5 If you contact us after a renewal charge but before the Goods have been dispatched, we will cancel and refund that renewal in full.
10.6 Pausing or skipping does not trigger a Discount Recovery Amount, and does not satisfy the Minimum Term. A pause may run for up to three consecutive months, after which the Subscription resumes automatically under clause 9.5(g) of the Terms and Conditions unless you resume or cancel it first.
10.7 One time purchases are not subject to Minimum Term rules.
10.8 The Minimum Term attaches to the Subscription itself, not to a product, price, delivery address, email address, account or payment instrument. Changing any of those does not restart, reduce or satisfy the Minimum Term. Changing your delivery frequency is dealt with separately: moving to monthly attaches a Minimum Term from your next Order, and moving away from monthly during a Minimum Term does not end it. Clauses 9.4(c) and 9.4(d) of the Terms and Conditions apply.
10.9 Closing your account, removing your payment method, instructing your bank to stop a payment, or allowing a payment to fail does not cancel a Subscription, does not satisfy the Minimum Term, and does not extinguish a Discount Recovery Amount. Clause 9.8 of the Terms and Conditions sets out what happens in each case.
10.10 Cancellation takes effect only when we action it. A request made to a third party, including your bank, your card issuer, a Carrier, a review platform or a social media channel, is not a cancellation and does not stop a renewal. Cancel through the Customer Portal or by emailing info@teafy.com.au.
10.11 Where a Subscription Order that counted toward the Minimum Term is afterwards refunded at your request, cancelled by you, reversed by a chargeback, or becomes an RTS event for a reason not caused by us, it no longer counts toward the Minimum Term. This does not apply where the Goods failed a consumer guarantee, or where the refund or RTS event was caused by us or by a Carrier failure.
10.12 Starting a new Subscription after cancelling one does not continue or complete the Minimum Term of the cancelled Subscription. The new Subscription carries its own Minimum Term.
10.13 Introductory or promotional Subscriber Pricing is available once per person, once per household and once per delivery address, whichever limit is reached first, and is not available again on the same account or a Linked Account for 90 days after a Subscription is cancelled, under clause 10.4 of the Terms and Conditions.
10.14 Subscription cycling, meaning a pattern of starting, cancelling, pausing, skipping or switching Subscriptions so as to obtain Subscriber Pricing without completing a Minimum Term, is dealt with under clause 9.13 of the Terms and Conditions. A single cancellation within a Minimum Term is not Subscription cycling.
10.15 Nothing in this clause 10 excludes, restricts or modifies any consumer guarantee, right or remedy under the ACL.
11.1 This Policy applies to Goods purchased directly from us through the Site.
11.2 Where you bought our Goods from a Stockist, your contract of sale is with that Stockist. Please direct any request for a refund, exchange, return, change of mind or delivery issue to the Stockist, together with your proof of purchase from them.
11.3 We do not control a Stockist's storage conditions, stock rotation, handling or terms of sale, and we cannot verify the age or condition of Goods once they have left our control.
11.4 We give no warranty in respect of, and do not provide remedies for, Goods purchased from any seller we have not authorised in writing, including online marketplace listings, auction sites, social media sellers and grey market sellers. Such Goods may be counterfeit, expired, decanted, relabelled or stored in conditions that compromise quality.
11.5 A list of authorised Stockists is available from us on request. If you are unsure whether a seller is authorised, contact us before purchasing.
11.6 Clause 11 does not exclude, restrict or modify any liability we have as a manufacturer or importer under Part 3-5 or Part 5-4 of the ACL, or any other liability that cannot lawfully be excluded.
11.7 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.
12.1 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.
12.2 Where you have previously received a remedy for a non receipt claim, we may require, for any further non receipt claim made within the following 12 months, a signed written statement or statutory declaration, a police report or event number where theft is alleged, and your cooperation with the Carrier's investigation.
12.3 Where a pattern of claims is inconsistent with Carrier evidence, order history or ordinary experience, we may require Signature on Delivery at your cost, withdraw the option to select Authority to Leave or Safe Drop, require payment by a method not subject to chargeback, limit order values, or decline to supply you in future.
12.4 Clause 15 of the Terms and Conditions sets out this process in full, including the notice and right of reply that applies before we act.
12.5 Nothing in this clause limits your rights under the ACL. A genuine claim will always be assessed on its merits.
12.6 Clause 17 of the Terms and Conditions applies to chargebacks and payment disputes.
13.1 Email info@teafy.com.au with your order number, your full name and delivery address, a description of the issue, and the evidence listed in clause 6.3 where relevant.
13.2 We will acknowledge within 2 Business Days.
13.3 Once we approve a refund, we process it to the original payment method within 5 Business Days. Your bank or card issuer may take additional time to show it in your account.
13.4 If you are not satisfied with our decision, you may ask for it to be reviewed by a different person at Teafy. Email info@teafy.com.au and ask for a review. We will respond within 10 Business Days. You may also escalate under clause 23 of the Terms and Conditions, including to Consumer Affairs Victoria, the ACCC, or the consumer protection agency in your state or territory.
Do not send a return before we have authorised it.
Teafy Returns Centre
Factory 17, 3 Audsley Street
Clayton South VIC 3171
Australia
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.
If you are not satisfied with how we have handled a claim, 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.
Teafy Pty Ltd, ABN 63 658 494 010, ACN 658 494 010
info@teafy.com.au, 1300 986 888
Version 2.0, effective 1st January 2026.
