Return & Refund Policy

At Ital Botanical Blend, we take care in preparing, checking and packing every order. If there is a problem with your purchase, please contact us so we can review the matter and provide an appropriate resolution.

This policy applies to purchases made through the Ital Botanical Blend website.

Australian Consumer Law

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

You may be entitled to a replacement, refund or another appropriate remedy if a product:

• Is faulty, damaged or unsafe;
• Is significantly different from its description;
• Is not of acceptable quality;
• Is not fit for its usual purpose; or
• Does not meet another applicable consumer guarantee.

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

Damaged, faulty or incorrect products

Please inspect your order when it arrives. If a product is damaged, faulty, contaminated, incorrectly supplied or missing from your order, contact us as soon as possible—preferably within 48 hours of delivery.

Please provide:

• Your full name;
• Order number;
• A description of the problem; and
• Clear photographs of the product, packaging and shipping parcel where relevant.

The 48-hour notification request helps us investigate delivery damage promptly but does not limit any rights you may have under the Australian Consumer Law.

After reviewing the information, we may offer an appropriate remedy such as a replacement, refund or store credit, depending on the circumstances and your statutory rights.

Please do not dispose of the affected product or return it before receiving instructions from us.

Change-of-mind returns: botanical teas

Because botanical teas are consumable food products, we do not accept returns or provide refunds for change of mind, personal taste preferences or incorrectly selected products.

This includes situations where:

• You no longer want the product;
• You do not like the flavour or aroma;
• You ordered the wrong blend;
• You found the product at a lower price elsewhere; or
• The product has been opened, or its seal has been broken.

This change-of-mind exclusion does not apply when a product fails to meet a consumer guarantee under the Australian Consumer Law.

Change-of-mind returns: accessories

Unused accessories may be returned within 14 days of delivery where they:

• Are unused and in their original condition;
• Include all components and instructions;
• Remain in their original, undamaged packaging; and
• Are accompanied by proof of purchase.

Please contact us before returning an accessory. Returns sent without prior authorisation may not be accepted.

Customers are responsible for change-of-mind return postage and for ensuring that the item reaches us safely. Original delivery charges are not refundable for change-of-mind returns.

Sale and promotional items

Sale and promotional products remain protected by the Australian Consumer Law.

However, we do not accept change-of-mind returns on clearance or sale products unless expressly stated otherwise at the time of purchase.

Return postage

If a product is confirmed as faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee, Ital Botanical Blend will provide return instructions and, where applicable, cover reasonable return-postage costs.

For approved accessory change-of-mind returns, return postage is the customer’s responsibility.

Refunds

Once a return or refund request has been assessed, we will notify you of the outcome.

Approved refunds will be issued to the original payment method unless another arrangement is agreed. We aim to initiate approved refunds within three business days.

Your bank or payment provider may require an additional 5–10 business days to display the refund in your account. This processing period is controlled by the payment provider and is outside our direct control.

Proof of purchase

We may request reasonable proof of purchase before assessing a return or refund request. This may include:

• An order-confirmation email;
• Order number;
• Receipt; or
• Payment record that reasonably demonstrates the purchase.

How to contact us

For return, replacement or refund enquiries, please contact:

Please include the relevant order details and photographs so we can assess your request efficiently.

Customer enquiry response time

Our standard business hours are:

Monday to Friday, 8:30 am–4:30 pm Australian Eastern Time, excluding Victorian public holidays.

We aim to respond to customer enquiries within 24–48 hours during business days, generally within one to two business days.

Enquiries received:

• Outside business hours will be reviewed from the next business day;
• On Saturday or Sunday will be reviewed from Monday;
• On a Victorian public holiday will be reviewed on the next business day; and
• During exceptionally busy periods may require additional time.

If Monday is a Victorian public holiday, weekend enquiries will be reviewed from Tuesday or the next available business day.

Sending multiple messages about the same enquiry may delay our ability to review and respond. For order-related enquiries, please include your order number in the first message.