Refund policy
Returns and Refunds
We want you to love your chai. If something isn't right, get in touch and we'll sort it out.
Our guarantee
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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.
The benefits set out below are in addition to your other rights and remedies under the law.
If it's faulty, damaged or not what you ordered
Email info@caravanchai.com or call 0421 271 334 with your order number, a description of the problem, and a photo if you have one.
We'll replace it or refund you, whichever you'd prefer. If we need the item sent back so we can take a look, we'll tell you where to send it and we'll cover the postage. You won't be out of pocket for making a claim on a faulty product.
How long this covers
Every bag carries a best before date, twelve months from the day we made it. This guarantee applies up to that date, where the chai has been stored as described on the pack.
If you've changed your mind
Unopened products in their original packaging can be returned within 14 days of purchase. Get in touch first with your order details and the reason, and we'll let you know where to send it. Return postage is yours to cover in this case.
Opened products
Because our chai is a food product, we can't accept returns on anything that's been opened. It's a food safety rule and we're stuck with it. If there's a problem with what's inside the bag, that's different. Tell us and we'll make it right.
Pre-orders
If you've pre-ordered and change your mind before it ships, let us know and we'll refund you in full. Once it's on its way, the returns above apply.
How long refunds take
Once we've received the returned items, refunds are processed within 7 to 10 business days, back to the original payment method.
Contact us
Caravan Chai
2/27 Concord Crescent, Carrum Downs VIC 3201
info@caravanchai.com
0421 271 334