Refund policy

Returns & Refunds Policy

At My Quenchly, we want you to love your purchase. If you're not completely satisfied, we're here to help.

Change of Mind Returns

We offer a 30-day change of mind return policy. You have 30 days from the date you receive your order to request a return.

To be eligible for a change of mind return, your item must:

Be unused and in its original condition
Be returned in its original packaging
Include proof of purchase

To request a return, please email us at myquenchly@gmail.com.

If your return is approved, we'll provide instructions on how and where to send your item.

Return shipping costs for change of mind returns are the responsibility of the customer unless otherwise agreed.

Please note that returns sent without prior approval will not be accepted.

Damaged, Faulty or Incorrect Items

Please inspect your order upon arrival.

If your item arrives damaged, faulty, defective, or you receive the wrong product, please contact us as soon as possible at myquenchly@gmail.com with your order number and photos of the issue.

We'll work with you to resolve the problem as quickly as possible through a replacement, repair or refund, in accordance with Australian Consumer Law.

Non-Returnable Items

For hygiene reasons, we cannot accept change of mind returns on products that have been used.

We also cannot accept returns for:

Personalised or custom-made products
Gift cards

Sale items may be returned if they are faulty or do not meet the guarantees provided under Australian Consumer Law.

Exchanges

We currently do not offer direct exchanges.

If you'd like a different item, simply return your eligible product and place a new order once your return has been approved.

Refunds

Once we receive and inspect your return, we'll notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method within 10 business days.

Please note that your bank or payment provider may take additional time to process your refund.

If more than 15 business days have passed since your refund was approved, please contact us at myquenchly@gmail.com.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the 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 the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

This policy is in addition to your rights under Australian Consumer Law.