Effective Date: 01-August, 2026
At Cardwell, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we're here to help.
This policy operates in addition to your rights under the Australian Consumer Law (ACL).
1. Australian Consumer Law
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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
2. Return Eligibility
We accept returns and replacements for all products, including:
- Jaggery
- Spices
- Kids' Books
To be eligible for a return or replacement:
- The request must be made within 14 days of receiving your order.
- The product must be returned in its original packaging where reasonably possible.
- Proof of purchase (order number or receipt) must be provided.
- For food products, we may request photographs and additional information before approving the return or replacement.
3. Change of Mind Returns
If you change your mind after receiving your order, we accept returns within 14 days of delivery, provided:
- The product is unopened and unused.
- The original packaging is intact.
- The item is in a resalable condition.
Customers are responsible for return shipping costs for change-of-mind returns unless otherwise agreed.
4. Damaged, Incorrect or Faulty Products
If you receive:
- A damaged item
- An incorrect product
- A faulty product
- A product that is not of acceptable quality
Please contact us within 48 hours of delivery with:
- Your order number
- Clear photographs of the product and packaging
- An unboxing video (recommended)
After assessment, we will offer one of the following where appropriate:
- Replacement
- Refund
- Store Credit
Return shipping costs for faulty or incorrect products will be covered by us where required under Australian Consumer Law.
5. Natural Product Information
Our jaggery and spices are natural products. Slight variations in the following may occur due to seasonal harvests and traditional manufacturing processes:
- Colour
- Texture
- Shape
- Taste
- Crystallisation
These natural characteristics are not considered defects.
6. Food Safety
For food safety reasons, please store products according to the storage instructions provided.
If a returned food product shows signs of misuse, contamination, improper storage, or handling after delivery, we may decline the return where permitted by law.
7. Health Disclaimer
Our food products are natural products and are not intended to diagnose, treat, cure, or prevent any disease.
If you experience an allergic reaction, food intolerance, or any other health concern after consuming our products, discontinue use and consult a healthcare professional.
Nothing in this policy limits your rights under the Australian Consumer Law if the product is found to be faulty or unsafe.
8. Refund Processing
Once your returned product has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed to your original payment method within 5–10 business days, depending on your payment provider.
9. Return Shipping
For the following situations:
- Faulty products
- Incorrect products
- Products covered by Australian Consumer Law
We will cover reasonable return shipping costs where applicable.
For change-of-mind returns, customers are responsible for return shipping costs unless otherwise agreed.
10. How to Request a Return
Please contact our customer support with the following information:
- Order Number
- Full Name
- Reason for Return
- Photographs of the product
- Photographs of the packaging
Email: support@[yourdomain].com
11. Policy Updates
We may update this Return, Refund & Replacement Policy from time to time. The latest version will always be available on our website.