Refund policy
This policy applies to all purchases from The Essential Utensil, whether made in store or online.
Proof of Purchase
Proof of purchase is required for all returns, refunds, exchanges and warranty claims. We accept:
- Original purchase receipt (emailed to you for online orders)
- Original return or exchange receipt
Returns cannot be processed without proof of purchase.
Change of Mind
You may return an item within 30 days of purchase for a refund, store credit or exchange. The choice is yours.
The item must be:
- Returned within 30 days of purchase
- Unused and in original, re-saleable condition, with no signs of use, washing, assembly or wear
- In its original packaging, with all accessories, manuals and bonus items included
Conditions:
- Refunds are issued to the original payment method only. We cannot refund to a different card or account, and refunds cannot be issued in cash unless the original payment was in cash.
- Any shipping, freight, insurance or delivery charges paid on the original order are not refundable. Only the product cost is refunded.
- For postal returns, return freight is paid by you.
Bulk and Special Order Items
Special order items and bulk or commercial quantities are not eligible for change of mind returns.
This applies to:
- Special order items: any item not normally held in stock that was ordered specifically to fulfil your order
- Bulk and commercial quantities: any quantity of a single item beyond normal household or retail use, such as several stockpots, dozens of plates, etc
Whether an order is a commercial quantity is determined at our discretion based on the item and the quantity ordered.
We may accept a return of these items at our discretion, subject to a restocking fee of up to 25% and only where the item can be returned to our supplier.
Deposits paid for special order items are non-refundable once the item has been ordered from our supplier.
This exclusion applies to change of mind only. Your rights under the Australian Consumer Law for faulty items are not affected.
Faulty Items
A fault may arise at any time after purchase. Faulty items are covered by the consumer guarantees under the Australian Consumer Law. What is reasonable depends on the nature, price and expected lifespan of the item.
To make a faulty-item claim, you can bring the item and proof of purchase into our store, or contact us with proof of purchase and clear photographs of the fault. For claims made remotely, the item may need to be returned for inspection. Higher value items and warranty claims may also need to be assessed by the brand or manufacturer before a remedy is provided.
Where an item is confirmed faulty, we will provide a refund, replacement or repair, and we will cover the cost of returning the item to us.
The consumer guarantees do not cover damage from misuse, accident, lack of care, normal wear and tear, or unauthorised repair or modification.
Damaged in Transit
If an item arrives damaged, you must notify us within 7 days of delivery.
Claims must include clear photographs of the damaged item, the outer carton, the internal packaging and the shipping label.
Please retain all packaging materials until the claim has been resolved.
The item may need to be returned for assessment.
Where an item has arrived damaged, we will provide a refund, replacement or repair, and we will cover the cost of returning the item to us. Where damage cannot be reasonably verified, or evidence is not provided, the claim may be declined.
For parcels that did not arrive, see our Shipping Policy.
Warranty Claims
All products are covered by their relevant Australian warranty. We will assist with warranty claims and may liaise with the manufacturer or brand where appropriate. Proof of purchase is required, and claims must be made within the warranty period stated by the manufacturer.
We may require the item to be inspected by us or assessed by the brand or manufacturer before a remedy is provided.
Warranties do not cover damage from misuse, accident, lack of care, normal wear and tear, or unauthorised repair or modification.
Exclusions
The following are not eligible for change of mind returns:
- Clearance and reduced to clear items (unless faulty)
- Food, beverage and consumable products
- Items excluded for hygiene or safety reasons
- Special order items and bulk or commercial quantities (see above)
These exclusions do not affect your rights under the Australian Consumer Law for faulty items.
How to Return an Item
In store: Bring the item and proof of purchase to 428 Swift Street, Albury NSW 2640.
By post: Contact us first so we can note your return, then send it to:
Returns, 428 Swift Street, Albury NSW 2640, Australia.
Contact us before posting any return. Items sent without prior notice may be delayed or unable to be processed.
Online customers can also process a return through our self-serve portal at account.essentialutensil.au.
Contact Us
- Phone: 02 6021 8455
- Email: info@essentialutensil.com.au