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Refund policy

REFUND POLICY

At KREENUTS®, we are committed to delivering the highest quality handcrafted treats. Because our products are perishable food items, we have established the following policy to balance food safety regulations with our commitment to customer satisfaction.

1. Perishable Goods (No Change of Mind)

Due to health and safety standards, we do not accept returns on food items. We cannot accept "change of mind" returns or exchanges once an order has been shipped. Please ensure your selection is correct before completing your purchase.

2. Damaged or Defective Items

If your KREENUTS® arrive damaged, melted, or defective, we will make it right. You are eligible for a full refund or a replacement at no additional cost.

How to request a refund or replacement:

  • Contact us via email at hello@kreenuts.au within 14 days of delivery.
  • Include your order number and attach clear photos of the damaged product and the exterior packaging.
  • Important: Do not mail the product back to us. For safety reasons, please dispose of the defective item after your claim is processed.

3. Return Window

All claims for damaged or defective goods must be made within 14 days of the delivery date. We are unable to offer refunds or replacements for requests made after this 14-day period.

4. Refund Processing Time

Once your claim is submitted with the required photo evidence, we will review it within 2 business days. If approved, your refund will be initiated immediately.

The refund will be applied to your original method of payment. Please note that while we process refunds immediately on our end, most banks and credit card issuers take 5–10 business days to reflect the credit on your account statement.

5. Shipping Fees & Restocking

As we do not require the physical return of defective food items, there are no restocking fees and no return shipping costs charged to the customer for valid claims. If a replacement is issued, KREENUTS® covers all shipping costs for the new item.

6. Exchanges

We only replace items if they are defective or damaged. We do not offer exchanges for different products or flavours after an order has been processed.