Policy

Refund & Returns

Refund and Returns Policy

Last Updated: 20/09/2026

At THC Edibles AU, we aim to provide customers with products that are accurately described, appropriately packaged, and supplied in accordance with applicable requirements.

This Refund and Returns Policy explains how we handle returns, refunds, replacements, damaged products, incorrect orders, and product-related complaints.

Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies that cannot legally be excluded under the Australian Consumer Law (ACL).

1. Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the 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.

These rights apply independently of any voluntary returns policy or warranty we may offer.

2. Change-of-Mind Returns

Unless otherwise stated on the product page or at checkout, we do not generally accept returns simply because a customer:

• Changes their mind

• Orders the wrong product

• No longer wants the product

• Finds the product cheaper elsewhere

• Decides they have no use for the product

Australian Consumer Law does not generally require a business to provide a refund solely because a customer has changed their mind.

However, this does not affect any consumer guarantees or other legal rights that apply when a product has a problem.

3. Products That Are Faulty or Do Not Meet Consumer Guarantees

If a product has a problem, please contact us as soon as reasonably possible.

Depending on the circumstances and the nature of the problem, you may be entitled to:

• A repair

• A replacement

• A refund

• Compensation for reasonably foreseeable loss or damage

Where a product has a major failure, Australian Consumer Law may allow the customer to choose between a refund and replacement. For a minor failure, the business may generally have an opportunity to repair or otherwise rectify the problem.

We may need to assess the product before determining the appropriate remedy.

4. What Is a Major Problem?

A product may have a major problem where, for example, it:

• Is unsafe

• Is substantially different from its description

• Cannot be used for its normal purpose

• Cannot reasonably be fixed within a reasonable time

• Has a problem that would have prevented a reasonable consumer from purchasing it had they known about the problem

The appropriate remedy depends on the individual circumstances and applicable consumer law.

5. Damaged Products

If your order arrives damaged, please contact us promptly.

Where possible, provide:

• Your order number

• Product name

• Photographs of the outer packaging

• Photographs of the damaged product

• Photographs of any damaged or broken seals

• A description of the damage

• Any relevant delivery information

Do not consume a product that appears damaged, contaminated, tampered with, or otherwise unsafe.

We may request that you retain the product and packaging while we investigate the issue.

6. Incorrect Products

If you receive a product that differs from what you ordered, contact us before using or consuming it.

Please provide your:

• Order number

• Name of the product ordered

• Name of the product received

• Photographs of the product and packaging

We will review the issue and, where appropriate, arrange a suitable remedy.

7. Product Safety Concerns

If you believe a product may be unsafe, defective, contaminated, incorrectly labelled, or otherwise unsuitable for use, do not consume or use the product.

Contact us immediately at:

Safety/Customer Service Email: sales@thcediblesau.com

Please provide the batch or lot number and photographs where available.

Further information is available in our Product Safety Policy.

8. Returns of Opened or Consumed Products

For health, safety, hygiene, regulatory, and product-integrity reasons, we may not accept ordinary change-of-mind returns of opened or consumed products.

However, opening or using a product does not automatically remove a customer’s rights under the Australian Consumer Law where the product has a defect or otherwise fails to meet a consumer guarantee.

Each claim will be assessed according to the circumstances and applicable law.

9. Returning a Product

Where we ask you to return a product, we will provide return instructions.

Depending on the circumstances, you may be asked to provide:

• Proof of purchase

• Order number

• Product photographs

• Batch or lot information

• A description of the problem

• Other information reasonably required to assess the claim

Customers should not send products to us without first contacting customer service and receiving return instructions.

10. Return Shipping Costs

Where a product is confirmed to have a problem covered by the applicable consumer guarantees, we will handle return shipping costs in accordance with our legal obligations.

For ordinary change-of-mind returns, where we voluntarily agree to accept a return, the customer may be responsible for return shipping costs unless we agree otherwise.

The treatment of return costs may depend on the nature of the claim and the applicable consumer law.

11. Refunds

Where a refund is approved, we will generally process the refund using the original payment method where practicable.

The time for the funds to appear in your account may depend on your:

• Bank

• Credit or debit card provider

• Payment service provider

We will provide confirmation once the refund has been processed.

Where the Australian Consumer Law requires a particular remedy, we will comply with those requirements.

12. Replacement Products

Where a replacement is an appropriate remedy, we may provide the same product or another remedy permitted under applicable law.

If the original product is no longer available, we will discuss the available options with you.

13. Products Damaged Through Customer Misuse

A customer may not be entitled to a remedy where the problem was caused by misuse, abnormal use, accidental damage, failure to follow storage instructions, or other conduct for which the customer is responsible.

This does not affect consumer guarantees that cannot legally be excluded.

If you believe a product has a manufacturing or quality problem, contact us before disposing of it.

14. Delivery Problems

If your order:

• Arrives damaged

• Contains the wrong product

• Is missing an item

• Appears tampered with

• Arrives in a condition that raises a safety concern

please contact us as soon as possible.

We will investigate the issue and determine the appropriate response.

For delivery timeframes, tracking, delivery restrictions, and other shipping matters, please refer to our Shipping & Delivery Policy.

15. Refunds for Cancelled Orders

If you wish to cancel an order before dispatch, please contact us as soon as possible.

Cancellation requests are subject to our Cancellation Policy.

Once an order has been dispatched, cancellation may no longer be possible, although any rights available under Australian Consumer Law remain unaffected.

16. Prescription, Eligibility and Regulated Products

Where a product is subject to prescription, eligibility, pharmacy, medical, regulatory, or other legal requirements, a return or refund request does not override those requirements.

Customers must comply with all applicable laws relating to the purchase, possession, supply, storage, transport, and use of regulated products.

Where applicable, refunds and returns will also be handled consistently with the relevant supply pathway and legal requirements.

17. Products That Cannot Lawfully Be Returned

Where applicable law or regulatory requirements restrict the return, resale, possession, or transport of a particular product, we may provide specific instructions for handling the product rather than requiring it to be returned through ordinary postal channels.

Customers should not send regulated products back to us without first receiving instructions.

18. Proof of Purchase

We may request reasonable proof of purchase when assessing a refund, return, replacement, or consumer guarantee claim.

Examples include:

• Order confirmation

• Receipt

• Invoice

• Order number

• Transaction record

A lack of original packaging does not automatically remove a customer’s statutory rights where those rights apply.

19. How to Request a Refund or Return

To submit a request, contact:

Email: [Customer Service Email]

Please include:

Full Name:
[Customer Name]

Order Number:
[Order Number]

Product:
[Product Name]

Reason for Request:
[Brief Description]

Photographs:
[Attach photographs where relevant]

Preferred Resolution:
[Refund / Replacement / Assessment]

Our customer service team will review the request and advise you of the next steps.

20. Processing Your Claim

Once we receive your request, we may need to:

1. Confirm your order details.

2. Ask for photographs or additional information.

3. Determine whether the product needs to be returned.

4. Assess the reported problem.

5. Determine the appropriate remedy.

6. Confirm the outcome with you.

7. Process an approved refund or replacement.

We aim to handle complaints and returns as promptly as reasonably possible.

21. Consumer Guarantees Cannot Be Excluded

Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

We will not refuse a legitimate consumer guarantee claim solely because:

• A product was purchased during a promotion

• A product was discounted

• A manufacturer’s warranty has expired

• A particular period in our voluntary returns policy has passed

Consumer guarantees operate independently of voluntary warranties and store return policies.

22. Refunds and Promotions

Where a refund is approved for an order purchased as part of a promotion, discount, bundle, or special offer, the refund will be calculated according to the applicable circumstances and the customer’s legal rights.

Promotional terms cannot remove consumer guarantees that apply under Australian law.

23. Complaints

If you are dissatisfied with how a refund or return request has been handled, please contact us first so we can review the matter.

Complaints Email: [Complaints Email]

Phone: [Phone Number]

Business Address: [Business Address]

We aim to resolve complaints fairly and efficiently.

24. Policy Updates

We may update this Refund and Returns Policy from time to time to reflect changes to our products, business practices, applicable laws, or regulatory requirements.

The current version will be published on this page with the latest revision date.

25. Contact Information

[Business Legal Name]
Trading Name: THC Edibles AU
Website: https://thcediblesau.com/
Email: sales@thcediblesau.com
Refund Email: sales@thcediblesau.com

Important Notice

This policy is intended to explain our general approach to refunds and returns. It does not constitute legal advice.

Where Australian Consumer Law or another applicable law provides a customer with rights or remedies that differ from this policy, those legal rights will apply.