Refund policy
60-Day Money Back Guarantee (change of mind)
We offer a 60-day money back guarantee, which means you have 60 days after receiving your item to request a return if you simply decide it isn't for you.
This is a voluntary offer we provide in addition to your legal rights. It is not your only avenue for a refund.
To be eligible under this guarantee:
- The item must be in the same condition you received it, unused, and in its original packaging
- You must have your receipt or proof of purchase
- You must request a return authorisation before sending anything back
- Return shipping is at your own cost
To start a return, contact us at contact@getfreshreserve.shop. We will confirm whether the return is approved and provide instructions and the correct return address. Items sent back without prior approval cannot be processed.
These conditions apply to change of mind returns only. If your item is faulty, damaged, incorrect or not as described, see the next section instead. The unused and original packaging conditions do not apply to those claims.
Faulty, damaged, incorrect or misdescribed items
If your item is faulty, arrives damaged, is the wrong product, or does not match how it was described, contact us at contact@getfreshreserve.shop and we will assess it.
- You do not need the item to be unused. A product that has been used can still be assessed and remedied.
- You do not need the original packaging.
- There is no requirement to report the problem on the day of delivery. If a fault appears later, contact us then.
- Where a product has failed, we cover the cost of returning it. Do not pay for return shipping on a faulty item without speaking to us first.
We may ask you for your order number, photographs, and a description of how the product was used and stored. This is so we can identify the cause and put it right, not to delay your claim.
Depending on the issue and the law that applies where you live, the remedy may be a repair, a replacement, or a refund. We will tell you which applies and why.
Your rights under local consumer law
The following is a general summary and is not legal advice. Your local consumer protection regulator can confirm your position.
Australia. 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 and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. These rights are not limited by our 60-day guarantee, by any time limit in this policy, or by the fact that a product has been used.
New Zealand. Where you are a consumer under the Consumer Guarantees Act 1993, that Act applies and nothing in this policy limits it.
United Kingdom. Under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods within 30 days of delivery, and further rights to repair, replacement or a price reduction after that period. Separately, under the Consumer Contracts Regulations 2013 you may cancel a distance purchase within 14 days of receiving it, for any reason, and return it for a refund.
European Union. You have the right to cancel or return your order within 14 days of delivery for any reason and without justification. Items returned under this right must be in the same condition as received, unused, with tags, and in their original packaging, along with proof of purchase. Separately, EU law provides a legal guarantee of conformity of at least two years from delivery for goods that are faulty or not as described.
United States and Canada. Consumer rights vary by state and province. Nothing in this policy limits any right or remedy available to you under the law that applies where you live.
Everywhere else. If the consumer law of your country gives you rights that go beyond this policy, those rights apply and this policy does not reduce them.
Exceptions and non-returnable items
Certain items cannot be returned, including perishable goods (such as food, flowers or plants), custom or personalised products, hazardous materials, flammable liquids and gases.
This exception does not apply to faulty, damaged or incorrectly supplied items. Contact us at contact@getfreshreserve.shop if you have any question about your specific item.
Exchanges
The fastest way to get the item you want is to return the one you have and, once the return is approved, place a separate order for the replacement.
Returned deliveries
If a package is returned to our warehouse because an incorrect shipping address was provided, or because it was not collected from the post office, a handling fee of 25% of the purchase price will be deducted from your refund. This covers return shipping and restocking costs.
This fee does not apply to returns made under consumer guarantee or statutory rights, including defective, damaged or incorrectly shipped products.
Refunds
We will notify you once we have received and inspected your return and let you know whether the refund has been approved.
If approved, the refund is issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process and post it.
If more than 15 business days have passed since your return was approved and you have not received the refund, contact us at contact@getfreshreserve.shop.
Contact
Email: contact@getfreshreserve.shop