Returns Policy
We are committed to delivering high-quality products that meet your expectations. We take pride in our craftsmanship and aim for your complete satisfaction. To maintain the integrity of our products and ensure the best possible experience for our customers, we have established the following return policy:
1. Returns Due to Faulty Products:
We undertake to reimburse you for any product delivered to you that is faulty (broken), or is in a damaged condition as per Australian Consumer Law in the form of a replacement product sent to you at our cost.
If you receive a faulty (broken), or damaged product that you've purchased from www.claireandcharles.com.au, please notify us and send us a photograph of the damage or defect to info@claireandcharles.com.au within 5 business days from the date of your order delivery (including a photo of the shipping box).
Product/s must have been purchased from www.claireandcharles.com.au online.
No Returns or Refunds for Damage Post-Delivery: We do not accept returns or provide refunds for any damage caused to the product once it has been delivered. Please handle and store the product with care to ensure its quality is maintained.
No Returns or Refunds for Personal Preferences: We do not accept returns or provide refunds based on personal taste/smell/ texture/colour preferences. We encourage our customers to thoroughly review product descriptions.
No Returns or Refunds for Allergies: It is the responsibility of the customer to check the ingredients for any potential allergens before making a purchase. We do not accept returns or provide refunds for products due to allergic reactions.
Returns for Other Reasons:
We do not accept returns for reasons other than a faulty product. We also do not accept products that have been opened, used or compromised in any way. Please carefully review your order before completing your purchase to ensure it meets your requirements.
3. Contacting Customer Service:
For any concerns related to faulty products, contact our customer service team through our contact form.
Our team will respond promptly, providing instructions for the return process if applicable.
4. Return Process:
If your return is approved, we will provide you with instructions on how to return the faulty product.
Please securely package the item and return it to the provided address.
Once we receive the returned item, our team will inspect it to verify the reported fault.
If the fault is confirmed, we will initiate a replacement or issue a refund, as per your preference.
5. Refund or Replacement:
In the case of a faulty product, we offer the choice of a replacement or a full refund.
Refunds will be processed through the original payment method. Product must be sent back to our warehouse before replacement or refund can be completed.
6. Shipping Costs:
Shipping costs for returning a faulty item will be covered by Claire and Charles if approved.
Please follow our customer service team's instructions for return shipping.
Thank you for choosing Claire and Charles. We appreciate your understanding of our return policy, which is designed to maintain the quality and excellence of our matcha products. If you have any questions or concerns, please don't hesitate to contact our customer service team.