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Returns and Refund Policy

This Policy governs your returns for Products purchased from us. Capitalised terms found in this Policy have the same definition as given in our Terms and Conditions. This Policy is in addition to your rights under the Australian Consumer Law contained in clause 1. Please read the following carefully.

By using the Website you are agreeing to all of our rules and policies, including the Terms and Conditions.

  1. Consumer Guarantees
    1. Our Products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Products repaired or replaced if the Products fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this Policy shall be read or applied so as to exclude, restrict or modify or have the effect of excluding, restricting or modifying any condition, warranty, guarantee, right or remedy implied by law (including the Australian Consumer Law) which cannot by law be excluded, restricted or modified
  2. Change of mind returns
    1. If you purchase Products from us, and you wish to return them because you have changed your mind about the purchase, we are pleased to offer you an exchange provided that:
      1. you return the item within 14 days of purchase;
      2. you present to us your receipt or other adequate proof of purchase;
      3. the item is in re-saleable condition, including its original packaging (if any) and is unused and as sold; and
      4. you pay all return costs of shipping.
    2. This clause does not apply to Courses purchased through the Website or for any food Products that do not have a tamper proof seal.
  3. Faulty Products Returns
    1. We will accept a return and provide you with a refund or repair where:
      1. the Products are either:
        1. faulty or not of acceptable quality; or
        2. not fit for their intended purpose; or
        3. do not match the sample or our description; and
      2. you can present to us your receipt or other adequate proof of purchase; and
      3. the Products are returned to us in accordance with clause 4; and
      4. the Products are assessed by us as being faulty in accordance with clause 5.
  4. How to return Products
    1. To return Products you must contact us via email at info@missbiscuit.com.au or through phone on 03 9687 2916 and provide information regarding your Products and the fault within 7 days of delivery.
    2. You must do all that is reasonable to prevent the Products from becoming faulty or mitigate any further harm or damage. Products must be stored in a manner that does not cause any further harm or damage to the Products. Products (whether faulty or not) must be stored and handled in the same manner as if they had no fault.
    3. We may require that you provide us with proof of the fault including by way of photographic or video evidence before you send it to us. In providing this information to us you authorise our use and disclosure to those third parties that may assist us in assessing the fault (such as the manufacturer or third party service providers).
    4. Once we have received your information we will provide you with a Return Authority Number and further instructions on how to send the Products back to us. Please note that we reserve the right to assess the Products before provided a replacement or refund in accordance with clause 5.
    5. In sending the Products back to us:
      1. ensure the Products are packaged and stored in a way that will not cause any further harm or damage to the Products. We are not responsible for any damage caused during return transit due to inadequate protection or storage methods. Certain Products will require certain levels of safekeeping. If you are unsure, please contact our staff today;
      2. ensure that the Products are packaged and delivered with registered post (or a similar service). We will not be responsible for any Products lost in the post;
      3. certain costs may be incurred by you in returning the Products to us, including postage or freight costs. We are not liable for those return costs (although if we accept that a Good is defective we may reimburse you the costs of return upon receipt of evidence of the costs incurred); and
      4. you must return the Products in the way as instructed by us or we will be unable to process your return and your Products may be forfeited.
  5. PRODUCTS BEING ASSESSED
    1. Once the Products are returned to us we reserve the right to assess the condition and age of the Products before providing a replacement or refund. If the Products have been damaged through abnormal use, or you fail to take reasonable steps to prevent the Products from becoming faulty we cannot offer a refund or replacement.
    2. For some Products that we cannot assess ourselves, we may arrange for the Products to be sent to the manufacturer for assessment. In these circumstances, depending on the Products, please be aware that it may take up to 6 weeks to complete this process.
    3. If there is a minor fault and the Products can be repaired, we will repair it for you or refund the purchase price, at our discretion.
    4. If there is a major fault, you may choose to receive a refund, replacement or repair.
    5. In the event that we do not find a fault in the Products, the replacement or refund will be refused, and the Products will be returned to you at your cost.
    6. In the event that you fail to comply with any of your obligations set out under this Policy, including in respect of the return of Products, we reserve the right to refuse to provide you with a replacement or refund of the Products in our discretion (acting reasonably).
  6. REFUND PROCESSING
    1. Any refunds provided under this Policy will be issued to the same credit card(s) used for purchase and will be processed within 3 weeks of confirmation that the conditions of refund have been met.
  7. Manufacturer’s warranty
    1. In certain circumstances you may be entitled to a remedy from the relevant manufacturer of the Products and not us.
    2. In these circumstances you should first phone the relevant manufacturer of the Products. We will provide assistance where reasonable.
  8. COURSES
    1. Except to the extent permitted by laws, Courses purchased through the Website are non-refundable and cannot be returned.
  9. CONTACT INFORMATION
    1. If you have any questions about this Policy please contact us at:
      1. Telephone: 03 9687 2916; or
      2. Email: info@missbiscuit.com.au.

Contact Us

Melbourne 65a Charles St,
Seddon,
Victoria

03 96872916
10am-5pm Monday-Friday
10am-3pm Saturday

Sydney 66 Darling St,
Balmain East,
New South Wales

02 95552870
10am-5pm Tuesday-Friday
10am-3pm Saturday

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