Refund Policy
Returns & Refund Policy
Returns & Change of Mind Policy
Please choose products carefully. You don't automatically get a refund for simply changing your mind.
Please choose products carefully. You don't automatically get a refund for simply changing your mind.
If you change your mind and wish to cancel your order before it has been dispatched, or if we choose to accept a change-of-mind return on an item, the following conditions apply:
- The item must be unused, in the same condition that you received it, and in its original packaging.
- You must contact us within 7 days of purchase. If 7 days have gone by since your purchase, unfortunately, we cannot offer you a change-of-mind refund or exchange.
- Only regular-priced items may be refunded for change of mind; unfortunately, sale items cannot be refunded or exchanged simply because you changed your mind.
- A flat $25 administration fee per order will be deducted from your final refund. This fee represents a genuine pre-estimate of the unrecoverable administrative and merchant gateway costs we incur to process and reverse your transaction.
Consumer Guarantees (Faulty or Damaged Items)
You are always entitled to receive a refund, exchange, or credit under the Australian Consumer Law if the products you've bought are:
You are always entitled to receive a refund, exchange, or credit under the Australian Consumer Law if the products you've bought are:
- Faulty, defective, or damaged in transit.
- Significantly different to those shown or described to you.
The $25 administration fee and the strict 7-day limit never apply to returns, exchanges, or cancellations made under these consumer guarantees.
How to Request a Return or Refund
To complete your return, please contact us via shop@sakeonline.com.au with the following:
To complete your return, please contact us via shop@sakeonline.com.au with the following:
- Your receipt or proof of purchase.
- Images providing proof of damage or fault.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (excluding valid consumer guarantee claims):
- Any item not in its original condition, is damaged, or is missing parts for reasons not due to our error.
- Any change-of-mind item that is returned more than 7 days after delivery.
Refund Process
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund (minus the $25 administration fee if it is a change-of-mind return) will be processed, and a credit will automatically be applied to your credit card or original method of payment within a few business days.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at shop@sakeonline.com.au.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at shop@sakeonline.com.au.
Exchanges
We replace items if they are defective or damaged. If you need to exchange an item for the same product, send us an email at shop@sakeonline.com.au and mail your item to the shipping address below.
Shipping Your Return
To return your product, you should mail your product to:
To return your product, you should mail your product to:
Sake Online, 6/251 Ferntree Gully Rd, Mount Waverley VIC 3149
For change-of-mind returns, you will be responsible for paying for your own shipping costs. Shipping costs are non-refundable. If you receive a change-of-mind refund, the cost of return shipping will be deducted from your refund. (Note: If you are returning an item because it is faulty or damaged under your consumer guarantees, we will cover or reimburse reasonable return shipping costs).
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
