Shipping & Returns Policy

We want you to be completely satisfied with your purchase. Please read the following carefully, as it outlines your rights and our responsibilities under Australian Consumer Law.

1. Reporting Damage or Faults

• All orders are checked before dispatch. However, if your item arrives damaged or faulty, you must contact us within 3 days of receiving the goods.

• You must provide:

  • Your order number, full name, and email address used for the purchase

  • Clear photographs showing the damage or fault (including packaging if damaged)

• Claims lodged after 3 days may not be eligible for replacement or refund.

2. Food & Beverage Products

• We do not accept change of mind returns on food or beverage products due to health and safety regulations.

• Refunds will not be given for taste preference — taste is subjective and does not constitute a product fault.

3. Returns for Non-Food Items

• If a product does not suit its intended purpose, we will accept returns within 14 days of receipt, provided the item is unused, unworn, with tags, in its original packaging, and in resalable condition.

• You’ll also need the receipt or proof of purchase.

• Return shipping costs for change of mind or incorrect selection are the responsibility of the customer.

4. How to Start a Return

• Contact us at info@eighteengrams.com.au to request a return.

• Returns must be sent to the following address: 8 / 21 MILLS RD, DANDENONG 3175 

• If your return is accepted, we’ll send you a return shipping label (where applicable) and instructions on how and where to send your package.

• Items sent back without prior return approval will not be accepted.

• You can always contact us for any return questions at info@eighteengrams.com.au.

5. Our Mistake

If we have made an error (wrong product, missing item, incorrect quantity), you must notify us within 3 days of receiving your order. Claims made after this period will not be accepted.
If your claim is approved, we will:

• Cover all return shipping costs

• Send a pre-paid return label

• Send the correct product or process a refund at no extra charge

6. Incorrect or Inaccurate Delivery Address

• Please ensure your delivery address is correct before placing your order.

• If your order is returned to us due to an inaccurate, incomplete, or undeliverable address provided by you, no refund will be issued.

• You may request re-delivery by paying the applicable shipping fee.

7. Refunds & Processing

• Refunds will be processed back to your original payment method once returned goods are received and inspected.

• Please allow up to 5 business days for processing after the return is received.

8. Additional Notes

• We recommend inspecting your delivery upon arrival and retaining all packaging until your issue is resolved.

• We are not responsible for delays caused by couriers once your order has been dispatched.

Shipping & Returns Policy| EIGHTEENGRAMS

We want you to be completely satisfied with your purchase. Please read the following carefully, as it outlines your rights and our responsibilities under Australian Consumer Law.

1. Reporting Damage or Faults

• All orders are checked before dispatch. However, if your item arrives damaged or faulty, you must contact us within 3 days of receiving the goods.
• You must provide:
• Your order number, full name, and email address used for the purchase
• Clear photographs showing the damage or fault (including packaging if damaged)
• Claims lodged after 3 days may not be eligible for replacement or refund.

2. Food & Beverage Products

• We do not accept change of mind returns on food or beverage products due to health and safety regulations.
• Refunds will not be given for taste preference — taste is subjective and does not constitute a product fault.

3. Returns for Non-Food Items

• If a product does not suit its intended purpose, we will accept returns within 14 days of receipt, provided the item is unused, in its original packaging, and in resalable condition.
• Return shipping costs for change of mind or incorrect selection are the responsibility of the customer.

4. Our Mistake

• If we have made an error (wrong product, missing item, incorrect quantity), we will:
• Cover all return shipping costs
• Send you a pre-paid return label
• Dispatch the correct product or process a refund at no extra charge

5. Incorrect or Inaccurate Delivery Address

• Please ensure your delivery address is correct before placing your order.
• If your order is returned to us due to an inaccurate, incomplete, or undeliverable address provided by you, no refund will be issued.
• You may request re-delivery by paying the applicable shipping fee.

6. Refunds & Processing

• Refunds will be processed back to your original payment method once returned goods are received and inspected.
• Please allow up to 5 business days for processing after the return is received.

7. Additional Notes

• We recommend inspecting your delivery upon arrival and retaining all packaging until your issue is resolved.
• We are not responsible for delays caused by couriers once your order has been dispatched.