Refund Policy
Thank you for shopping with us. We strive to provide high-quality products and excellent customer service. Due to the nature of our products being food items, we cannot legally accept returns or offer refunds. However, we understand that issues may arise, and we are committed to resolving them to your satisfaction.
We understand that sometimes you may wish to return your order to us. However as our products are food and can not be resold once they've been dispatched from us, this will only be done in certain circumstances. IE if the box is totally squished upon arrival. Slight damage won't be acceptable. We will also not be offering refunds for delayed shipping /Delivery. If there is any issues with your order, they must be raised with us within 24h of delivery. If an item is lost or states 'delivered' on the tracking but you don't have the goods, we will put a claim in with Australia Post. If the claim isn't accepted, we won't be held responsible for the lost, damaged or undelivered item.
Eligibility for Resending Orders
If you receive a product that is defective or not as described, and the issue is a result of our error, we will resend your order at no additional cost. Please contact us within 24 hours of receiving your order, providing details and any necessary photos of the issue.
How to Request a Replacement
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Contact Us: To request a replacement, please use the "Contact Us" link at the top of the page or email us directly at info@brownieboxmelbourne.com.au. Include your order number, a description of the problem, and any supporting photos.
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Response Time: We aim to respond to all inquiries within 24 hours. Our team will review your request and provide instructions on the next steps.
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Replacement Approval: If your request is approved, we will resend the affected item(s) as soon as possible.
Shipping and Delivery
The replacement product will be shipped using the same shipping method as your original order. Please allow the standard delivery time for your region, as specified during your purchase.
Cancellation fee: If you wish to cancel an order you've placed with us after 24 hours of placing it, we hold 15% of the order as an Admin fee to do so. Refunds can take 1-10 days to process.
Exclusions
We cannot resend orders in cases where the issue is due to factors outside our control, such as delivery delays caused by postal services or incorrect information provided by the customer.
Contact Information
For any questions or further assistance, please contact us at info@brownieboxmelbourne.com.au. We are here to help and ensure you have a positive experience with our products.