Refund policy

We want you to love every cup. If something is not right with your order, here is how returns and refunds work at Cool Tea Against Cruelty.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, please email us as soon as possible with your order number and a photo of the item and packaging. We will offer a replacement or a full refund, and we will cover any return postage. In many cases we will not need the item back at all.

Change of mind returns

We are happy to accept change of mind returns within 30 days of delivery, as long as:

• tea is unopened and still sealed in its original packaging, and
• infusers and accessories are unused and in their original condition.

For food safety reasons we cannot accept change of mind returns on tea that has been opened.

Change of mind returns are not free. You are responsible for the cost of sending the item back to us, and the original shipping cost is not refunded. We recommend using a tracked postage service, as we cannot refund items that do not reach us.

Items we cannot accept for change of mind

• Opened or used tea
• Used infusers or accessories
• Gift cards

This does not affect your rights if an item is faulty, damaged or not as described.

How to start a return

Email us at hello@cooltea.com.au with your order number and the item you would like to return. We will reply with the return address and next steps. Please do not send items back without contacting us first, as we may not be able to match them to your order.

Refunds

Once we receive and check your return, we will email you to confirm. Approved refunds are made to your original payment method within 5 business days. Your bank or card provider may take a few extra days to show the refund.

Exchanges

The quickest way to swap a product is to return the original item and place a new order for the one you would like.

Subscriptions

You can skip, pause or cancel your subscription at any time before your next billing date from your account or by emailing us. Subscription orders that have already been dispatched follow this same refund policy.

Questions?

We are a small social enterprise and we read every email. Reach us at hello@cooltea.com.au and we will help however we can.