Refund Policy

Refund Policy

Effective Date: 16/10/2024

Last Updated: 28/12/2025

1. Your Rights Under Australian Consumer Law

   Under the ACL, you are entitled to a replacement, refund, or repair if a product you purchase:

   • Is faulty or defective
   • Is not fit for its intended purpose
   • Does not match the description or sample shown to you
   • Fails to meet a consumer guarantee

   These rights cannot be excluded, restricted, or modified by any contract or agreement.

2. Refund and Exchange Eligibility
   1. Eligible for Refund/Exchange

      You may be eligible for a refund or exchange if the product:

      • Is defective, faulty, or damaged upon delivery
      • Does not match the description on our website or App
      • Is unfit for the purpose you bought it for
      • Is of unacceptable quality
   2. Not Eligible for Refund/Exchange

      Subject to Australian Consumer Law, we do not offer refunds or exchanges for:

      • Change of mind purchases
      • Products that have been used, opened, or consumed (unless faulty)
      • Perishable goods, such as food items (unless faulty or expired on delivery)
      • Products damaged through misuse, neglect, or improper handling
      • Products with removed or altered labels, tags, or packaging
      • Gift cards or store credit
3. Conditions for Refunds
   1. Proof of Purchase

      To process a refund, we require valid proof of purchase:

      • Order confirmation email
      • Receipt or invoice
      • Order number from your account

      Digital receipts and order history from the App are accepted.

   2. Timeframe

      Refund requests must be made within a reasonable period after purchase or delivery:

      • Standard products: Within 10 days of delivery
      • Faulty products: Within 30 days of delivery (or longer if the fault wasn't immediately apparent)
      • Perishable goods: Within 48 hours of delivery
   3. Product Condition
      • Products must be returned in original condition, including packaging, unless faulty
      • Faulty products can be returned in their current condition
      • We may require photos or videos of faulty products before approving a return
4. Order Cancellation
   1. Before Dispatch

      You may cancel your order before it has been dispatched:

      • Contact us immediately at contact@darshandelights.com.au or +61 452 550 534
      • If the order has not been processed, you will receive a full refund within 5-10 business days
      • If the order is already being prepared, cancellation may not be possible
   2. After Dispatch

      Once an order has been dispatched, it cannot be cancelled. Please follow our standard return process if you no longer want the items.

5. How to Request a Refund
   1. Contact Methods

      You can request a refund through:

      Method	Details
      In-App	More > Help & Contact > Request Refund
      Email	contact@darshandelights.com.au
      Phone	+61 452 550 534
      Website	Request Refund Form

   2. Information Required

      Please provide the following when requesting a refund:

      • Order number
      • Product(s) you wish to return
      • Reason for the return
      • Photos of damaged/faulty products (if applicable)
      • Your preferred resolution (refund, replacement, or store credit)
   3. Response Time

      We will review your request and respond within 2-3 business days.

6. Refund Processing
   1. Approval Process

      Once we receive your refund request:

      1. We will review your request within 2-3 business days
      2. If approved, we will provide return instructions (if product return is required)
      3. Upon receiving and inspecting the returned product, we will process your refund
      4. You will receive confirmation of your refund via email
   2. Refund Timeframes

      Stage	Timeframe
      Request review	2-3 business days
      Product return (if required)	Depends on shipping method
      Refund processing	5-10 business days after approval/receipt
      Bank processing	Additional 3-5 business days (varies by bank)

   3. Refund Method
      • Refunds are issued to the original payment method
      • If the original payment method is unavailable, we will contact you for alternatives
      • Cash refunds are not available for card payments
7. Partial Refunds

   If only part of your order is affected:

   • We will refund or replace only the affected item(s)
   • Unaffected items are not eligible for refund
   • Partial refund amount will be calculated based on the affected items' value
   • Original shipping costs are not refunded for partial returns (unless due to our error)
8. Replacements

   Instead of a refund, you may choose a replacement if:

   • The same product is available in stock
   • You prefer to receive a working/undamaged version of the product

   Replacements are shipped at no additional cost for faulty or damaged products.

9. Store Credit

   Instead of a refund, you may choose to receive store credit:

   • Store credit is valid for 12 months from issue date
   • Can be used on any future purchase in our App or website
   • Non-transferable and cannot be redeemed for cash
   • Remaining balance carries over to future purchases
   • Cannot be combined with certain promotional offers
10. Shipping Costs for Returns
    1. We Cover Shipping Costs When:
       • The product is faulty, defective, or damaged
       • We sent the wrong product
       • The product does not match the description
    2. You Cover Shipping Costs When:
       • Returning for change of mind (where accepted)
       • Product was damaged due to misuse or neglect
    3. Return Shipping Instructions
       • We will provide a prepaid shipping label for returns we cover
       • For other returns, use a trackable shipping method
       • Keep proof of postage until refund is processed
       • We are not responsible for items lost in return transit
11. Delivery Issues
    1. Failed Delivery

       Situation	Resolution
       Incorrect address (your error)	Re-delivery charges may apply
       Incorrect address (our error)	Free re-delivery or full refund
       Courier issues	Free re-delivery or full refund
       Unclaimed/refused packages	Refund minus shipping costs

    2. Damaged During Delivery

       If your order arrives damaged:

       1. Take photos of the damaged packaging and products immediately
       2. Contact us within 48 hours of delivery
       3. Do not dispose of the damaged items or packaging
       4. We will arrange a replacement or refund
    3. Missing Items

       If items are missing from your order:

       1. Check the packing slip to confirm what should have been included
       2. Contact us within 48 hours of delivery
       3. We will investigate and ship missing items or provide a refund
    4. Lost in Transit

       If your order is lost in transit:

       1. Contact us if tracking shows no movement for 7+ days
       2. We will investigate with the carrier
       3. If confirmed lost, we will reship the order or provide a full refund
12. Perishable Goods
    1. Special Conditions

       Perishable goods (food items) have special conditions:

       • Cannot be returned for change of mind
       • Must be reported within 48 hours of delivery if faulty
       • Photos required showing the issue (expiry date, damage, quality issues)
    2. Quality Issues

       We will provide a refund or replacement if perishable goods:

       • Arrive expired or past best-before date
       • Show signs of spoilage or contamination
       • Are damaged during shipping
       • Do not meet reasonable quality expectations
13. Non-Refundable Items

    The following items are non-refundable (except where required by ACL):

    • Gift cards and store credit
    • Items marked as "Final Sale" or "Non-Returnable"
    • Products purchased during clearance sales (unless faulty)
    • Promotional or free items
14. Exchanges
    1. Exchange Process

       To exchange a product:

       1. Contact us to request an exchange
       2. Return the original product (following return instructions)
       3. We will ship the replacement once the original is received
    2. Exchange Conditions
       • Original product must be in resalable condition
       • Exchanges are subject to stock availability
       • Price differences may apply and will be charged or refunded accordingly
15. Consumer Guarantee Remedies

    Under Australian Consumer Law, the remedy depends on whether the failure is major or minor:

    1. Major Failure

       You can choose:

       • A refund
       • A replacement of the same type
       • Compensation for the difference in value
    2. Minor Failure

       We can choose to:

       • Repair the product within a reasonable time
       • Replace the product
       • Provide a refund
16. Dispute Resolution

    If you are not satisfied with our response to your refund request:

    1. Contact us again to discuss the issue
    2. If unresolved, you may contact your state or territory consumer protection agency
    3. You may also contact the Australian Competition and Consumer Commission (ACCC)

    ACCC Contact Information:

    • Website: accc.gov.au
    • Phone: 1300 302 502
17. Contact Us

    For refund inquiries or to submit a refund request:

    Method	Details
    In-App	More > Help & Contact > Request Refund
    Email	contact@darshandelights.com.au
    Phone	+61 452 550 534
    Website	Request Refund Form
    Address	8 Lethbridge Road, Austral, NSW 2179, Australia

    Business Hours: Mon-Fri 5PM-8PM, Sat-Sun 9AM-5PM (AEST)

18. Changes to This Policy

    We may update this Refund Policy from time to time. Changes will be posted on our website and App. The updated policy applies to purchases made after the effective date. Please check this policy periodically for updates.