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Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

Austraw will accept product returns and provide you with an exchange or refund if:
  • The product is faulty or is not of acceptable quality, or
  • The product is not fit for its intended purpose, or
  • The product does not match the sample or our description; and
  • You can present your invoice as proof of purchase.

Austraw reserves the right not to offer a refund where the item fault is a result of misuse or neglect.

Claims for compensation or reasonable expenses incurred in returning your purchase should be addressed to our Customer Service team at Austraw and need to be accompanied with supporting evidence.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure of a product and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods refunded or replaced if the goods fail to be of acceptable quality.

Austraw reserves the right to:

Assess the condition and age of returned goods prior to providing an exchange or refund. This may result in an exchange or refund being refused.
Please note: Refunds will be issued using your original payment method.

How to return a product ordered on Austraw Online
We recommend contacting Austraw Customer Service on 07 3888 0566 for assistance prior to returning your item. Products ordered at Austraw Online can be returned via post. You will need your tax invoice (email receipt) as information on this is needed as proof of purchase. Due to the foodsafe nature of our goods, change of mind refund is not available.