Refund & Returns Policy

We want you to love every cup. At Mamma Chai, your satisfaction genuinely matters to us. This policy is compliant with the Australian Consumer Law (ACL) and outlines your rights and our processes.

2.1 Australian Consumer Law

Our products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

2.2 Refund and Returns Policy

Due to the nature of our products, we do not offer returns or refunds for change of mind on tea blends, perishable goods for hygiene and quality reasons. Additionally, gift cards, downloadable content and items purchased on sale are also exempt.

2.3 Eligible & Non-Eligible Returns

To be eligible for a return or replacement, items must be:

• Unopened, unused, and in original packaging
• Returned within 14 days of purchase
• Accompanied by proof of purchase

However, this does not apply if your product:

• Is faulty
• Is damaged
• Is not as described

In these cases, you are entitled to a replacement or refund in accordance with Australian Consumer Law. 

2.4 Damaged or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery at orders@mammachai.com.au with your order number and clear photographs of the issue. We will arrange a replacement or full refund at no cost to you, including return shipping.

2.5 Change of Mind

Australian Consumer Law does not require us to provide a refund or exchange if you simply change your mind. 

2.6 How to Initiate a Return

To start a return:

• Email orders@mammachai.com.au with your order number and reason for return
• Wait for our confirmation and return instructions Mamma Chai Policy Suite | hello@mammachai.com.au
• Pack items securely and post to the address provided
• For returns over $75, we recommend using tracked postage Customers are responsible for return shipping costs unless the item is faulty or incorrect.

Mamma Chai is not liable for items lost in return transit. 

2.7 Refund Processing

Once your return is received and inspected, we will notify you by email of the outcome. Approved refunds are processed back to your original payment method within 5–10 business days. If you paid via Afterpay or a similar service, refunds will follow that provider's timeline.

2.8 Gifts

If an item was purchased as a gift and shipped directly to the recipient, they may return it and receive a gift credit or exchange. The original purchaser will not be notified unless the return results in a refund to the original payment method.

Questions? Email orders@mammachai.com.au with your order number.