We want you to be satisfied with your purchase and your shopping experience with The Chilli Factory. We understand that sometimes you may wish to return a product you have purchased from The Chilli Factory, and we have outlined the The Chilli Factory Returns Policy below. Our Returns Policy includes the rights you have under Australian Consumer Law and provides you with additional benefits because your satisfaction is important to us.
Under Australian Consumer Law, you are entitled to a replacement or refund for a major failure and for compensation for any other 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. Where a failure does not amount to a major failure, The Chilli Factory is entitled to choose between providing you with a replacement or other suitable remedy. Any cost incurred by you in bringing the product to The Chilli Factory will be borne by you.
To obtain compensation, you would need to provide documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by The Chilli Factory to comply with a consumer guarantee under the Australian Consumer Law. Such evidence may include photographs, statutory declarations, receipts or reports (eg from your doctor), depending on the loss or damage.
1. Returning a product
For all product returns please contact The Chilli Factory office at Unit 10, 10-12 George St, Leichhardt, NSW on:
02 4973 3751 or firstname.lastname@example.org
Please retain your receipt: In order to obtain a refund, exchange or replacement, you must have clear proof of purchase – typically, a receipt.
How long do you have?
Your rights under Australian Consumer Law are not limited by a defined time. However, Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price.
The Chilli Factory adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. At The Chilli Factory we will always take a fair and reasonable approach.
2. Product Assessment
Once we have established proof of purchase, we will assess the product to determine the nature of the issue and how we can help you, be it a refund, exchange or replacement.
We will assess the product and determine whether:
- There is a fault : Where there is a fault and If the assessment is that the product has experienced a fault you may choose to receive a refund, exchange or replacement
- The product has been damaged through abnormal use : Unfortunately THE CHILLI FACTORY cannot offer a refund or exchange where the product has sustained damage due to abnormal use, whether this is identified by THE CHILLI FACTORY, the manufacturer or their agent.
3. Have you changed your mind?
The Chilli Factory will accept returns if you have changed your mind, as long as:
- You have clear proof of purchase, typically a receipt;
- The product and packaging is in its original condition;
- Item is in re-saleable condition for example labels are still attached, unworn, unopened or unused;
In the event that you have changed your mind all costs associated with the return of the product to The Chilli Factory will be borne by you, the purchaser. Upon receipt of the returned product The Chilli Factory will provide you with a refund in the form of the previous method of payment.