Refund policy

This Policy applies in addition to any rights that cannot be excluded under the Australian Consumer Law.

MISSING OR INCORRECT ITEMS

Please check your order promptly after delivery.

If an item is missing or incorrect, contact us at support@thesaltbox.com.au as soon as possible, preferably within 48 hours of delivery. This timeframe assists us in investigating our packing and delivery records but does not limit any rights that cannot legally be excluded.

FAULTY OR DAMAGED PRODUCTS

If you believe a Product is faulty, damaged during delivery or materially different from its description, please contact us before returning it.

Please provide your order number, details of the issue and, where reasonably available, photographs of the Product and packaging. We may request further information, including batch details, or require the Product to be returned for assessment.

The Salt Box is entitled to assess a Product before approving a remedy. A customer’s preference, change of mind or dissatisfaction with a characteristic that is consistent with the Product’s description does not mean that the Product is faulty.

Many of our Products are natural products. Natural variations in colour, crystal size, texture, moisture content, aroma or appearance may occur between sources, harvests or batches and do not, by themselves, constitute a fault.

Where our assessment determines that the Product is not faulty, damaged, incorrectly supplied or otherwise covered by an applicable consumer guarantee, we may decline the claim.

Where a Product is confirmed to have a problem covered by an applicable consumer guarantee, we will provide the remedy required by law. The remedy will depend on the nature and seriousness of the problem.

RETURN POSTAGE

Please contact us and obtain return instructions before returning any Product.

For Products that can be readily posted, you are responsible for the initial return postage cost. If our assessment confirms that the Product has a problem for which The Salt Box is responsible, we will reimburse your reasonable return postage cost. You must retain and provide your postage receipt.

Return postage will not be reimbursed where the Product is not found to have a fault or other problem for which The Salt Box is responsible.

We may provide a prepaid return label or resolve a claim without requiring the Product to be returned where we consider this appropriate.

CHANGE-OF-MIND RETURNS

We are not required to provide a refund or exchange where you simply change your mind.

At our discretion, we may accept a change-of-mind return where:

you contact us within 14 days of delivery
the Product is unopened, unused and undamaged
all original packaging, seals and labels remain intact
you provide proof of purchase
we approve the return before it is sent.

For health, hygiene and Product-integrity reasons, we do not accept change-of-mind returns for opened, used or unsealed food products, bath products, magnesium products, skincare products, essential oils, personal care products or other consumable Products.

You are responsible for the cost and risk of returning an approved change-of-mind Product. We recommend using tracked postage and packaging the Product securely.

Original delivery charges are not refundable for change-of-mind returns.

REFUNDS

Once a refund has been approved, it will be processed promptly using the original payment method unless otherwise agreed.

The time taken for the refund to appear in your account will depend on your bank or payment provider.

Email: support@thesaltbox.com.au