Refund policy

Overview

Hello Hampers aims to ensure every customer is satisfied with their purchase. This policy outlines how we manage returns, refunds, replacements, cancellations, and delivery concerns, in accordance with Australian Consumer Law.

Eligibility for Returns

You may request a return for eligible items within 30 days of delivery. Returns are accepted only for:

  • Non-perishable hampers

  • Items that are unused and unopened

  • Products in their original packaging

  • Orders with valid proof of purchase

To begin a return, contact us at hello@hellohampers.com.au. We will confirm eligibility and provide return instructions or a return label.
Items sent back without approval cannot be processed.

Items That Cannot Be Returned

Unless the items arrive damaged or faulty, we cannot accept returns for:

  • Perishable goods (food, chocolates, wine, baked items, fresh flowers, plants)

  • Custom or personalised hampers

  • Sale or clearance items

  • Gift cards

  • Items deteriorated due to storage issues, misuse, or delayed reporting

Damaged, Faulty or Incorrect Orders

If your hamper arrives damaged, faulty, incorrect, or missing items, please check it immediately and contact us within 24 hours of delivery. Include:

  • Your order number

  • Clear photos or videos of the issue

After assessment, we may offer:

  • A replacement hamper

  • A full or partial refund

  • Store credit

We aim to respond to all order-issue claims within 48 hours.

Perishable or Temperature-Sensitive Items

For items affected by heat, refrigeration, or freshness (such as food, chocolate, or flowers), issues must be reported within 24 hours of delivery.

Please include photos showing the condition on arrival.
We will assess based on packaging, courier handling, and environmental factors, and arrange a refund or replacement when the issue is our responsibility.

Order Cancellations

You may cancel your order anytime before it has been dispatched.
Once the hamper enters the packing or courier stage, cancellation may no longer be possible.

For urgent cancellations, email us immediately at hello@hellohampers.com.au.

Delivery Issues

  • Once a parcel is delivered to the address provided, we are not responsible for theft, loss, or damage that occurs after delivery.

  • If the customer provides an incorrect address, additional redelivery or replacement fees may apply.

  • If the courier confirms the parcel was lost in transit, we will work with them to provide a suitable resolution.

Refund Method & Processing Time

Approved refunds are issued to the original payment method.
Refunds are typically processed within 10 business days, although banks or payment providers may take additional time to release funds.

If you believe your refund is delayed, please contact us.

Dispute Resolution

If you disagree with a return or refund decision, you may contact us with additional information or evidence.
We will reassess the case fairly in line with Australian Consumer Law.

Policy Updates

Hello Hampers may update or revise this policy at any time. The most recent version will always be available on this page. We encourage customers to review the policy before placing an order.