Refund & Returns Policy
Sultanella Kataifi is committed to providing high-quality food products and excellent customer service.
This Refund & Returns Policy applies to purchases made through www.sultanellakataifi.com.au and covers customers in Australia and New Zealand.
Sultanella
ABN: 26 194 025 899
Email: info@sultanella.com.au
Website: www.sultanellakataifi.com.au
This policy is subject to applicable consumer protection laws, including the Australian Consumer Law (ACL) and, for eligible New Zealand purchases, the New Zealand Consumer Guarantees Act 1993 (CGA).
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded under applicable law.
1. Australian Customers
For customers in Australia, products supplied by Sultanella are covered by the consumer guarantees under the Australian Consumer Law.
Products must, among other things, be of acceptable quality, safe, fit for their intended purpose and match their description.
If a product does not meet an applicable consumer guarantee, you may be entitled to a remedy such as a refund, replacement or other appropriate remedy, depending on the circumstances and whether the problem is considered major or minor under the Australian Consumer Law.
Where a product has a major problem, Australian law may give you the right to choose between a refund and a replacement.
2. New Zealand Customers
For customers in New Zealand, applicable consumer rights under the New Zealand Consumer Guarantees Act 1993 apply to eligible purchases.
The CGA provides guarantees relating to matters including acceptable quality, fitness for purpose and correspondence with the description provided.
Where a product does not meet an applicable guarantee, you may be entitled to a remedy such as a refund, replacement or other remedy depending on the circumstances.
Nothing in this policy is intended to limit any rights you may have under New Zealand law.
3. Damaged Products
If your Sultanella Kataifi arrives damaged, please contact us as soon as reasonably possible after delivery.
Please email:
Please provide:
Your order number
Your name
A description of the problem
Photographs of the product
Photographs of the packaging and shipping box, where applicable
Photographs of any visible damage
We may request additional information reasonably necessary to assess your claim.
If the product has been damaged in transit or otherwise fails to meet applicable consumer guarantees, we will provide the remedy required by applicable law.
4. Defective, Unsafe or Unsatisfactory Food Products
Please contact us immediately if you believe that a Sultanella product:
Is contaminated or unsafe;
Has an unusual appearance, smell or condition indicating a possible food-safety issue;
Is damaged or defective;
Is substantially different from the product description;
Is not fit for its intended purpose; or
Otherwise does not meet an applicable consumer guarantee.
Do not consume a product that you believe may be unsafe.
We may request photographs, batch or lot information, expiry/best-before information and other information appearing on the packaging so that we can investigate the issue.
We take food-safety complaints seriously and may need to investigate the product and relevant batch with our suppliers or manufacturers.
5. Incorrect Product or Missing Items
If you receive an incorrect product or an item is missing from your order, please contact us at:
Please provide your order number and details of the issue.
After confirming the issue, we may arrange a replacement, supply the missing item, refund the affected item, or provide another remedy appropriate to the circumstances.
6. Change-of-Mind Returns
Sultanella Kataifi is a food product.
We generally do not accept change-of-mind returns for food products after delivery, particularly where the product has been opened, used, consumed or where its packaging or food-safety seal has been compromised.
A customer is generally not entitled to a refund merely because they changed their mind, found the product cheaper elsewhere, or no longer want the product, provided the product otherwise complies with applicable consumer guarantees.
However, this does not affect any statutory rights available to you under Australian or New Zealand consumer law.
If you wish to request a change-of-mind return for an unopened product, please contact us before returning the product. Any such return is subject to our approval and applicable food-safety requirements.
7. Opened or Partially Used Food Products
For food-safety and hygiene reasons, we generally cannot accept returns of products that have been:
Opened;
Used;
Partially consumed;
Tampered with; or
Stored contrary to the instructions provided on the packaging.
This does not limit your statutory consumer rights where the product itself has a defect, is unsafe, does not match its description, or otherwise fails to meet an applicable consumer guarantee.
8. Storage and Handling
Customers are responsible for following the storage and handling instructions provided on the product packaging after delivery.
Where a product has deteriorated because it was improperly stored, handled or used after delivery, this may affect whether a refund or other remedy is available, subject to applicable consumer law.
9. Refunds
Where a refund is required or approved, Sultanella will generally process the refund using the original payment method.
The time for the funds to appear in your account may depend on your bank, card issuer or payment provider.
Where a refund is required under applicable consumer law, we will not impose a restocking fee or other charge that would unlawfully reduce the customer's entitlement.
10. Return Shipping Costs
Where a product is returned because of a fault, defect, incorrect product, damage or another issue covered by applicable consumer law, Sultanella will deal with reasonable return and associated costs in accordance with the applicable legal requirements.
For an approved change-of-mind return, the customer may be responsible for return shipping costs unless otherwise agreed.
11. Proof of Purchase
We may request reasonable proof of purchase, such as:
Order number;
Receipt;
Email confirmation;
Payment record; or
Other reasonable evidence showing that the purchase was made from Sultanella.
This does not remove or limit any rights that cannot legally be excluded.
12. How to Make a Refund or Product Complaint
Please contact us:
Email: info@sultanella.com.au
Website: www.sultanellakataifi.com.au
Please include your:
-
Full name
-
Order number
-
Date of purchase
-
Product name
-
Description of the problem
-
Photographs, where relevant
-
Batch/lot number and best-before date, where relevant
We will assess your request and respond within a reasonable time.
13. No Unlawful "No Refund" Policy
Sultanella does not exclude statutory consumer rights by using a "no refunds" policy.
Our change-of-mind policy applies separately from consumer guarantees.
Where applicable consumer guarantees have not been met, customers may have rights to a refund, replacement or another remedy regardless of our change-of-mind policy. Australian businesses cannot use a refund policy to remove consumer guarantee rights.
Similarly, applicable New Zealand consumer rights under the Consumer Guarantees Act are not excluded by this policy.
14. Contact Us
If you have any questions about this Refund & Returns Policy or believe there is a problem with your Sultanella Kataifi product, please contact us.
Sultanella Kataifi
ABN: 26 194 025 899
Email: info@sultanella.com.au
Website: www.sultanellakataifi.com.au
We appreciate the opportunity to resolve any product issue promptly and fairly.