Refund policy

Your rights under the Australian Consumer Law (ACL) apply to all purchases from Aurum Snacks Pty Ltd (ABN 69 676 040 672). Nothing in this policy limits those rights.

Consumer Guarantees

Our products come with guarantees that cannot be excluded under the ACL. If a product has a major failure, you are entitled to a replacement or refund, and compensation for any other reasonably foreseeable loss or damage. For minor failures, we will repair, replace or refund at our discretion. Goods must be of acceptable quality, match their description, and be fit for purpose.

15-Day Satisfaction Guarantee

We want you to enjoy what you ordered. If you are not satisfied with your purchase for any reason, contact us within 15 days of delivery and we will refund it.

For food-safety reasons we usually do not need the product back — in most cases a short note about what wasn't right is enough, and we may ask you to dispose of any remaining product safely. If we do ask you to return an item, we cover the return postage. There is no restocking fee.

This guarantee is in addition to your rights under the Australian Consumer Law, which are not limited by it.

Damaged, Faulty, Incorrect or Spoiled Items

If your order arrives damaged, faulty, incorrect, expired, or spoiled, please contact us as soon as possible — ideally within 7 days of delivery, while the condition of a perishable product can still be assessed — at contact@aurumsnacks.com with your order number and clear photos of the product and packaging. Your rights under the ACL are not limited by this timeframe. Once the issue is verified, we will provide a replacement or refund (including any shipping paid on the affected order) at no cost to you.

For food-safety reasons we will usually not require faulty perishable items to be returned — clear photos are normally sufficient, and we may ask you to dispose of the product safely. If we ask you to return an item and the fault is confirmed, we will reimburse reasonable return postage.

Parcels Lost in Transit

If tracking shows your parcel has not arrived and Australia Post confirms it as lost following an investigation, we will send a replacement or provide a refund. This does not apply where an incorrect or incomplete delivery address was provided (see below).

Incorrect Delivery Details

If a parcel is lost, delayed or returned due to an incorrect or incomplete address provided at checkout, we cannot offer a refund, but will help arrange re-delivery (additional postage may apply).

Order Cancellations & Changes

Contact us as soon as possible to change or cancel an order. We can usually accommodate changes before dispatch (within 1–2 business days) but cannot change orders once they have shipped.

How to Claim

1. Email contact@aurumsnacks.com with your order number and a description of the issue.
2. Attach photos where relevant.
3. We respond within 2 business days (AEST) with resolution options.

Refund Processing

Approved refunds are issued to your original payment method within 5–10 business days, depending on your bank or card provider.

Allergens & Food Safety

For allergen and food-safety information, please see our Terms of Service and the product packaging.

Contact Us

Aurum Snacks Pty Ltd
Norwest, NSW 2153
Phone: +61 432 000 594
Email: contact@aurumsnacks.com