Refund policy

Returns, Refunds & Exchanges Policy

1. Overview

At BetterPak, we aim to ensure you are satisfied with your purchase. This policy outlines your rights and our procedures in accordance with the Australian Consumer Law.

2. Change of Mind Returns

We offer returns for change of mind subject to the following conditions:

  • Returns must be requested within 14 days of purchase
  • Items must be:
    • Unused
    • Unopened
    • In original packaging and saleable condition
    • Accompanied by proof of purchase (invoice or order number)

Exclusions (not eligible for return):

  • Open food packaging
  • Items with broken seals or damaged outer packaging
  • Used, folded, crushed or misused products
  • Clearance or discounted items

Restocking Fee:
Approved change-of-mind returns may incur a restocking fee of up to 15%, which will be deducted from the refund. This covers handling, inspection and repackaging costs.

Shipping:

  • Original shipping costs are non-refundable
  • Return shipping is the customer’s responsibility

3. Faulty, Damaged or Incorrect Items

If your item is faulty, damaged, or incorrect, you may be entitled to a replacement or full refund in line with your rights under Australian Consumer Law.

  • You must notify us within 2 business days of receiving the item
  • Please provide:
    • Photos of the issue
    • A brief description

Once approved:

  • A full refund or replacement will be provided
  • No restocking fees will apply
  • Return shipping may be covered where applicable

4. Returns Process

To initiate a return, please contact our team with your order details.

Returned goods must be sent to:
BetterPak
16/53–55 Garden Drive
Tullamarine VIC

Important:

  • We recommend using a trackable and insured shipping service
  • We are not responsible for items lost or damaged in transit
  • Refunds will not be issued until goods are received and inspected

5. Refunds

Once your return is received and approved:

  • Refunds are processed within 5–10 business days
  • Refunds will be issued to the original payment method
  • Any applicable fees (restocking or shipping) will be deducted

6. Condition of Returns

All returned items are inspected upon arrival.

If items are returned:

  • Used
  • Damaged
  • Not in original condition

We reserve the right to:

  • Reject the return, or
  • Return the goods to you at your expense

7. Purchases via Third Parties

We do not provide refunds for products purchased through distributors, resellers, or retail partners. Please contact the original place of purchase.

8. Processing Time

Please allow 1–2 weeks for returns to be received, inspected, and processed.

9. Contact Us

For any questions or to lodge a return request, please contact our team via our Contact Us page.