Hello Hampers — Refund & Returns 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 for:

• Non-perishable hampers

• Items that are unused and unopened

• Products in their original packaging

• Orders with valid proof of purchase

These conditions apply to our standard returns policy and do not limit your rights under Australian Consumer Law.

To begin a return, contact us at hello@hellohampers.com.au. We will confirm eligibility and provide return instructions or a return label.

Please contact us before sending items back so we can arrange the appropriate return process.

Items That Cannot Be Returned

We generally cannot accept change-of-mind returns for:

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

• Custom or personalised hampers

• Sale or clearance items

• Gift cards

• Items deteriorated due to improper storage or misuse

These exclusions do not apply where you are entitled to a remedy under Australian Consumer Law, including where goods are faulty, damaged, incorrect or not as described.

Damaged, Faulty or Incorrect Orders

If your hamper arrives damaged, faulty, incorrect or missing items, please check your order on arrival and contact us as soon as possible so we can help.

Please include:

• Your order number

• Clear photos or videos of the issue, where available

After assessment, depending on the circumstances and your rights under Australian Consumer Law, an appropriate remedy may include:

• A replacement hamper

• A full or partial refund

• Store credit, where agreed

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

Nothing in this policy limits your rights under Australian Consumer Law, including your right to a remedy for goods that are faulty, damaged or not as described.

Perishable or Temperature-Sensitive Items

For items affected by heat, refrigeration or freshness (such as food, chocolate or flowers), please report any issue as soon as possible after delivery (ideally within 24 hours), as freshness can change quickly.

Please include photos showing the condition on arrival, where available.

We will assess concerns based on the product's condition, packaging, courier handling and relevant circumstances, and provide an appropriate remedy where required under Australian Consumer Law.

The suggested reporting timeframe does not limit your statutory consumer rights.

Order Cancellations

You may request cancellation of your order 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.

This does not affect any cancellation or refund rights available under Australian Consumer Law.

Delivery Issues

• If a parcel is reported as delivered but cannot be located, please contact us so we can investigate the delivery circumstances.

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

• If a parcel is lost or damaged in transit, we will assess the circumstances and provide an appropriate resolution consistent with Australian Consumer Law.

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 from time to time. The most recent version will be available on this page. Updates do not remove statutory rights or remedies applicable to existing purchases.

For questions about returns or refunds, contact hello@hellohampers.com.au.