Quality Guarantee & Refunds

Last revised: 23 July 2026

1. Our quality promise

Every pack is inspected before packing. If your order arrives with significant damage, the wrong variety, or a material mismatch from the product description, contact us within 48 hours of delivery with photos of the packs and outer packaging.

2. Exclusions

• Minor natural colour shifts between photographed and delivered packs
• Viability loss caused by delayed acceptance or improper cool/dry storage
• Event orders where packs were accepted at the venue without documented damage
• Perishable items that cannot be returned in merchantable condition

3. Resolution options

Approved claims may receive a partial or full refund, store credit, or a complimentary replacement shipment depending on stock availability and the nature of the issue.

4. Refund processing

Prepaid refunds are initiated within 3 business days of approval and typically appear within 5–10 business days depending on your bank. COD refunds are transferred to a nominated bank account within 7–12 business days.