Refund & Shipping Policy

Refund & Shipping Policy 

At Chai Bros, we take great care in preparing and packaging all of our products to ensure they arrive in the best possible condition.

Order Changes & Cancellations

Once an order has been placed, it is processed promptly and generally cannot be cancelled or changed.
We do not offer refunds for change of mind; however, nothing in this policy excludes or limits your rights under Australian Consumer Law.

Returns & Refunds

Due to the nature of our food products, we do not accept returns or exchanges for:
change of mind
incorrect selections made by the customer
products that are no longer wanted after delivery.
For food safety and hygiene reasons, returned food products cannot be resold.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty, unsafe, or not as described, please contact us as soon as possible after delivery.

To help us assess the issue promptly, please provide:
your order number
a description of the issue
clear photos of the product, packaging, and any faults or damage

Where a product is confirmed to be faulty, damaged, incorrect, or not as described, we will provide a remedy in accordance with Australian Consumer Law, which may include a replacement, store credit, or refund.

Shipping Costs

Shipping and postage costs are non-refundable for change-of-mind requests.
Where a refund is required under Australian Consumer Law because a product is faulty, damaged, incorrect, or not as described, any applicable original shipping charges will also be refunded.

Shipping Schedule
To maintain freshness and quality, orders are dispatched on Mondays and Tuesdays only.
Orders placed after our weekly dispatch cut-off may be shipped on the next scheduled shipping day.

Delivery

Once your order has been shipped, delivery timeframes are the responsibility of the postal or courier service.

Chai Bros is not responsible for delays caused by the carrier, weather events, or other circumstances outside our control.

Please ensure your shipping address is entered correctly at checkout, as we cannot take responsibility for orders delivered to an incorrect address provided by the customer.

By placing an order with Chai Bros, you acknowledge and agree to this Refund & Shipping Policy, while retaining all rights and remedies available to you under Australian Consumer Law.