Refund policy

 

Warranty & Refund Policy 

Effective date: [DD Month YYYY]  |  Connecteaonline.com 

 

1. Overview 

This policy explains your rights to a warranty, replacement, or refund when you buy from Connectea (“we”, “us”, “our”), operated by [Full Legal Name], ABN: [XX XXX XXX XXX], Brisbane, Queensland, Australia. It applies to all products sold at connecteaonline.com, including the Connectea Subscription Box and the Connectea Premium Gift Box (pyramid tea bags paired with conversation cards). This policy works alongside, and does not limit, our Customer Terms & Conditions or your rights under the Australian Consumer Law (ACL). 

2. Your Rights Under Australian Consumer Law 

Our products come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have a product repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits or excludes those rights. 

3. Warranty — What We Guarantee 

Because our products are consumable food items and printed paper goods, we do not offer an extended manufacturer-style warranty beyond the guarantees described above. Instead, we guarantee that: 

  • Every tea bag and conversation card is new, unused, and dispatched within its intended shelf life. 

  • Packaging and contents match the product description and quantity stated on our website at the time of purchase. 

  • Products are prepared and labelled in line with FSANZ food labelling requirements (ingredients, allergens, country of origin, net weight, business name and address, best-before date). 

If a product does not meet these guarantees, see Section 6 (Damaged, Faulty, or Incorrect Items) below. 

4. Change of Mind 

We are unable to accept returns for change of mind on food products (tea bags), in accordance with standard food safety practice. This applies to both the Subscription Box and the Premium Gift Box, as tea is included in every format we sell. This does not affect your ACL rights described in Section 2. 

5. Taste Guarantee 

We want you to enjoy every blend. If a tea flavour just isn’t for you, contact us within 14 days of receiving your order at hello@connecteaonline.com and let us know which blend and why. We’ll issue a one-time 15% discount toward your next order. This is a goodwill gesture for taste preference, not a refund or replacement of the item you didn’t enjoy — see Section 4 (Change of Mind) for why we don’t accept returns on opened tea, and Section 6 for what to do if the product is actually damaged, faulty, or wrong. 

  • One taste-guarantee discount per customer overall, not one per order. It cannot be combined with other offers or discount codes. 

  • The discount must be used within 90 days of issue. 

  • Gift Box (one-off) customers: we’ll send a one-time-use 15% discount code to redeem on your next purchase. 

  • Subscription Box customers: since your box bills automatically, we’ll apply the 15% as a one-time credit directly to your next scheduled charge instead of a code — no action needed from you once approved. 

6. Damaged, Faulty, or Incorrect Items 

If your order arrives damaged, faulty, or you receive the wrong item, contact us within 7 days of receiving it at hello@connecteaonline.com with a photo of the item and your order number. We will offer, at your choice: 

  • A replacement of the affected item(s), or 

  • A full refund of the affected item(s). 

We aim to acknowledge these requests within 5-7 business days, in line with our Customer Service procedures. 

7. Allergies & Food Safety 

Our tea bags are repackaged in a controlled environment and may come into contact with common allergens. Full allergen information is printed on every product. You are responsible for checking ingredients and allergen information before consuming our products. If you have a serious allergy, contact us before ordering. Our products are not intended to diagnose, treat, cure, or prevent any medical condition — they are a food and conversation product only. Refunds are not available for reactions arising from allergens that were correctly disclosed on the packaging. 

8. Subscription Box Refunds 

If you are unhappy with a Subscription Box delivery, contact us and we will do our best to resolve the issue — this may include a replacement box or account credit, at our discretion. 

Cancellations received before your next billing date take effect immediately and you will not be charged for the following month. Cancellations received after your billing date take effect the following cycle — no partial refunds are issued for the current billing period once it has been charged. See our Customer Terms & Conditions for full subscription billing, pause, and cancellation terms. 

9. Non-Returnable Items 

  • Opened or consumed tea products, other than for the reasons described in Section 6. 

  • Conversation cards or gift packaging that have been used, written on, or damaged after delivery through no fault of ours. 

  • Gift cards or promotional credit, once issued. 

  • Orders affected by an incorrect delivery address supplied by the customer. 

10. How to Request a Warranty Claim, Return, or Refund 

Email us at hello@connecteaonline.com with: 

  • Your order number. 

  • A short description of the issue. 

  • A photo, where the issue is visible (damage, incorrect item, etc.). 

We will respond within 7 business days and confirm next steps. Please do not discard the product or packaging until we have confirmed how your claim will be resolved. 

11. Refund Processing 

Approved refunds are issued to your original payment method within [5–10] business days of approval. You will receive an email confirmation once the refund has been processed. Delivery of the refund to your account may take additional time depending on your bank or payment provider. 

12. Limitation of Liability 

To the extent permitted by law, our liability to you for any loss or damage arising from your use of our products is limited to the price you paid for the relevant product. This limitation does not apply to death or personal injury caused by our negligence, or to any liability that cannot be limited under the ACL. 

13. Delivery

Delivery of your order — including dispatch times, shipping costs, carrier details, risk of loss in transit, and what happens if a parcel is lost, delayed, or delivered to an incorrect address — is governed by our Shipping Policy, available at connecteaonline.com/policies/shipping-policy. Our Shipping Policy is incorporated into, and forms part of, our Customer Terms & Conditions. By placing an order, you agree to the terms of that policy.

14. Contact Us

For warranty claims, returns, or refund questions: 

Email: hello@connecteaonline.com 

Postal:  

We aim to respond to all enquiries within 7 business days.