Return and Refund Policy

Business Name: Red Earth Ware
Website: www.epickitchencraft.com
Customer Support Email: contact@epickitchencraft.com
Business Address: 157b Dohertys Road, Laverton North, VIC 3026, Australia

At Red Earth Ware, we believe that the everyday items we use at the table should bring both practicality and enjoyment to daily life. A dependable spoon, a well-designed bowl and thoughtfully chosen tableware can make an ordinary meal feel a little more considered, whether you are preparing breakfast, serving a family dinner or sharing food with guests.

We want every customer to feel confident when shopping with us. If an item is not suitable, arrives damaged or does not match what was advertised, this policy explains how to contact us and what options may be available.

This policy operates alongside your rights under the Australian Consumer Law (ACL). It does not replace, restrict or remove any statutory consumer right.

1. Your Rights Under Australian Consumer Law

Red Earth Ware complies with the Australian Consumer Law, contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Consumer guarantees apply to eligible products sold to Australian consumers. These guarantees require goods to meet standards including acceptable quality, fitness for a disclosed purpose and correspondence with their description, packaging and any applicable sample or demonstration model.

If an item does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund or another remedy, depending on the nature and seriousness of the issue.

Where a product has a major failure, you will generally be entitled to choose between a refund and a replacement. Where a failure is minor and can be remedied, Red Earth Ware may have the opportunity to provide an appropriate remedy within a reasonable time.

These rights exist independently of any voluntary return period offered by our store. Nothing in this policy excludes, restricts or modifies a right or remedy that cannot lawfully be excluded under Australian law.

2. Change-of-Mind Returns

We understand that a product may sometimes look or feel different from what you expected, or may not suit your table setting, serving needs or personal preferences.

In addition to your statutory rights, Red Earth Ware offers a voluntary change-of-mind return period of 30 days from the date you receive your order.

To qualify for this voluntary return option, the product must:

• Be unused and in its original condition.

• Be clean, dry and free from food residue, stains, grease or signs of wear.

• Not have been used for eating, serving, food preparation or storage.

• Include all supplied accessories, components and parts.

• Be securely packaged to prevent damage during return transit.

• Be accompanied by reasonable proof of purchase, such as an order confirmation or receipt.

For hygiene and product-condition reasons, our voluntary change-of-mind return option generally does not cover spoons or bowls that have been used for eating, serving, food preparation or food storage.

Opening the packaging to inspect an item does not automatically remove your rights under the Australian Consumer Law. The conditions above apply to our voluntary change-of-mind offer and do not prevent a customer from seeking a statutory remedy for a faulty, unsafe or misdescribed product.

3. Damaged, Defective or Incorrect Products

Please inspect your order when it arrives. If an item is damaged, defective, incomplete or different from what you ordered, contact us as soon as reasonably possible.

Examples of product concerns may include:

• A spoon that arrives bent, cracked, chipped or otherwise damaged.

• A bowl that arrives broken, cracked or with a defect affecting its ordinary use.

• An item with a finish or feature materially different from its product description.

• A product that is materially different in size, shape, quantity or design from what was advertised.

• An order containing the wrong product or an incorrect quantity.

• A product that presents a safety concern during normal intended use.

To help us assess the issue, please email contact@epickitchencraft.com with:

1. Your order number.

2. The name of the affected product.

3. A clear explanation of the problem.

4. Photographs showing the item and its packaging, where practical.

5. Any other information reasonably needed to understand the issue.

We may request further information or arrange an inspection where appropriate. You do not need to contact the manufacturer instead of contacting Red Earth Ware about an item purchased from us.

If a product fails to meet an applicable consumer guarantee, we will provide the remedy required by law.

4. Items That Arrive Incomplete or Incorrect

If your order contains the wrong item, an incorrect quantity or a missing component that was advertised as included, please contact us.

Include your order number and identify the affected product. Photographs of the parcel and its contents may help us investigate.

Where an order error is confirmed, we will consider an appropriate solution, which may include supplying the missing item, arranging a replacement or providing another remedy where required by law.

5. How to Request a Return

To begin a return, replacement or refund enquiry:

1. Email contact@epickitchencraft.com.

2. Include your order number and the email address used at checkout.

3. Identify the product you wish to return or report.

4. Explain whether your request relates to a change of mind, damage, a defect, an incorrect item or another concern.

5. Attach relevant photographs or supporting information, if applicable.

6. Wait for our response and return instructions before sending the item.

Please do not send a parcel to our business address unless we have confirmed in writing that it is the correct return destination. Our published business address is not necessarily a returns processing warehouse.

6. Return Shipping Costs

For approved voluntary change-of-mind returns, the customer is responsible for the reasonable cost of returning the item to the designated return address.

Where a product fails to meet a consumer guarantee, Red Earth Ware will meet reasonable return costs or make suitable arrangements as required by the Australian Consumer Law.

If you have paid postage to return a product because of an eligible product failure, please retain your postage receipt and provide it to us so that reasonable costs can be assessed for reimbursement.

7. Refund Assessment and Processing

Where a physical return is appropriate, we will assess the returned product and the reason for the request.

If a refund is approved, it will generally be issued to the original payment method. The time taken for the funds to appear in your account may depend on your bank, card issuer or payment provider.

Where a refund is required under the Australian Consumer Law, it will be handled in accordance with the applicable legal requirements. We will not substitute store credit or a voucher for a statutory refund unless you freely agree to that alternative.

For an approved voluntary change-of-mind return, the refund will generally cover the eligible product price. Original shipping charges, where applicable, are not automatically refundable unless required by law or agreed by Red Earth Ware.

8. Order Cancellations

If you need to cancel an order, contact us as soon as possible at contact@epickitchencraft.com and include your order number.

We will make reasonable efforts to stop an order that has not yet entered fulfilment or dispatch. Once an order has been packed or handed to a delivery provider, cancellation may no longer be possible.

If the order has already been dispatched, contact us to discuss the available options after delivery. Your statutory rights remain unaffected.

9. Products Not Eligible for Voluntary Change-of-Mind Returns

Our voluntary change-of-mind return option generally does not cover:

• Spoons or bowls that have been used for eating or serving.

• Products that have been used for food preparation or storage.

• Items showing food residue, stains, grease, scratches or other signs of use.

• Products that have been damaged, altered or modified after delivery.

• Items returned with missing accessories or components.

These conditions apply only to our voluntary change-of-mind offer. They do not prevent a customer from exercising rights under the Australian Consumer Law. A faulty, unsafe, materially misdescribed or otherwise non-compliant product may still qualify for a statutory remedy.

10. Product Care and Appropriate Use

Please use and care for each product according to its individual description and any instructions supplied with it.

Spoons and bowls may differ in material, finish, shape and intended use. Before using or cleaning an item, review its product-specific care information.

Do not assume that a product is dishwasher-safe, microwave-safe, oven-safe, freezer-safe, heat-resistant or suitable for a particular type of food unless that feature is expressly confirmed for the specific item.

Avoid using products that are visibly cracked, chipped, broken or otherwise damaged. Follow any relevant handling, cleaning and storage instructions.

Damage caused by misuse, improper cleaning, unauthorised modification or failure to follow supplied instructions may affect whether a particular issue qualifies as a product failure. This does not remove any statutory rights that apply.

11. Contact Us

For return requests, refund enquiries or product concerns, please contact:

Red Earth Ware Customer Support
Email: contact@epickitchencraft.com
Website: www.epickitchencraft.com
Business Address: 157b Dohertys Road, Laverton North, VIC 3026, Australia

We appreciate the opportunity to review your concern and work towards a fair resolution.

Australian Consumer Law Notice: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You may also be 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.