This Returns Policy applies to products purchased directly on oceaniasmartselect.com.au via Stripe. Products purchased from other retailers (pharmacies, independent grocers, eBay, etc.) are subject to those retailers' own policies. Your statutory rights under the Australian Consumer Law (ACL) are not affected by this policy.
1. Your rights under the Australian Consumer Law (ACL)
All products come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and for compensation for any 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.
2. Change-of-mind returns are not accepted
Because our catalogue consists predominantly of perishable food products (infant and adult milk powder, oats, canned tuna) and personal-care skincare, we do not accept change-of-mind returns. Once a sealed food or skincare product leaves our warehouse, it cannot be re-entered into saleable stock under Australian food-safety and hygiene regulations.
This limitation does not apply where the product is faulty, damaged on arrival, contaminated, significantly different from its description, past its "best before" date on delivery, or otherwise fails to meet an ACL consumer guarantee. In those cases, see Section 3.
Please review the product page (weight, pack size, flavour, formulation) carefully before ordering.
3. Damaged on arrival, faulty, or short-dated products
We accept returns and issue full refunds (including original shipping) when a product is:
- Damaged, broken, dented, or leaking on delivery;
- Contaminated, spoiled, or showing signs of temperature abuse;
- Past its "best before" / "use by" date on arrival;
- Materially different from the description on the product page;
- Not of acceptable quality under the ACL.
How to claim:
- Photograph the external packaging and the product in the condition received.
- Contact us via our contact page within 7 days of delivery, attaching the photos and your Stripe order number.
- We will assess and, where appropriate, arrange: (a) a full refund including shipping, (b) a free replacement, or (c) a repair — at your choice for major failures, at our choice for minor failures.
We cover return shipping (or waive the need for return) for genuine defect claims.
4. Wrong product shipped
If we sent you a different product to the one you ordered, we will arrange a prepaid return label, ship the correct product at no extra cost, and refund any price difference. Contact us within 14 days.
5. How to start a return
- Email us via our contact form stating: your Stripe order number, the product, the reason for return, and photos if the product is faulty.
- We respond within 2 business days with a return authorisation and, where applicable, a prepaid return shipping label.
- Do not send products back without a return authorisation — items received without one may be returned to sender at your cost.
- Use a trackable shipping method. We are not responsible for returns lost in transit.
6. How refunds are processed
Approved refunds are issued to the original Stripe payment method. Processing times:
- Our side — up to 5 business days from receipt of the returned goods or approval of the claim.
- Stripe — credit appears within 5–10 business days depending on your bank.
We issue cash refunds to the original card only. We do not offer exchanges or store credit — if you need a different product, please request a refund and place a new order.
7. Cancellations before shipment
If your order has not yet shipped, contact us immediately and we will cancel and fully refund with no restocking fee. Once a tracking number is issued, the order is considered shipped and Sections 3–5 apply.
8. Contact
Contact us — reference "Return enquiry" in the subject line. We respond within 2 business days.
See also our Shipping Policy and Terms of Service.
