Refund Policy

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Change of Mind

We allow change of mind on orders up until the items are picked/packed at our facility, we cannot guarantee change of mind after this stage as the courier has already been engaged to collect the goods, or may have already left with the items.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the Vendor unless contacting HelloDrinks first.

Any item not in its original condition, is damaged or missing parts for reasons not due to our error will not be refunded.

Refunds (if applicable)

Please note, if an attempt is made by the courier to deliver your item, and you are not home, we are not responsible for any damages, or loss of item after this point. You may be liable to cover the costs of the item been returned to our Warehouse.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and funds will automatically be applied to your credit card or original method of payment, within 7 days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@hellodrinks.com.au

Sale items (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customerservice@hellodrinks.com.au and we will provide you with an address to send your item back, or arrange for a courier to collect the item. Please do not refuse delivery from the courier driver unless it is damaged, and not acceptable to receive in its condition. Please take a photo of any damage and ask driver to make a note of this damage on the delivery note. Please send us a photo of the damaged item as your received it, as this will be required as part of our claim to the supplier.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return. Gift Cards cannot be returned, or refunded.

Shipping
To return your product, please contact us for a return address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Please note some couriers may charge a re-delivery fee if you are not home at time of delivery. Generally your item is returned to the nearest depot, and a calling card will be left for you with details for collection, or re-delivery. This does not qualify you for a refund.

Cancelled Orders

All orders booked direct can only be refunded in full before order is packed, & shipping label is booked.

Certain items are non-refundable, which may be clearance items, pre-orders, limited edition items. It will state this on the product page.

Once order is packed & shipping label is booked these costs will be deducted from refund and can vary depending on destination costs of your label.

Orders cannot be cancelled once they are in transit, this extends to late deliveries caused via Couriers.