Refund Policy

Returns & Refunds Policy — Tongs for Tossers (www.tft.net.au)

Overview
We want you to be happy with every purchase. This policy explains how to return products, what refunds or exchanges we offer, and how to contact us. These terms are in addition to your rights under the Australian Consumer Law (ACL).

What you must provide
To process a return we require:
- Order number or proof of purchase.
- Your name and contact details.
- Photos and a description for damaged or faulty items.

Return eligibility
- Change of mind: We accept returns for change of mind provided items are returned unused, complete with original packaging and tags, and received by us within 14 days of delivery (unless otherwise stated on the product page). Return postage for change‑of‑mind returns is the customer’s responsibility.
- Faulty, damaged or not as described: If an item is faulty, damaged in transit, or materially different from its description, contact us within 14 days of delivery and include photos. We will arrange a remedy at no cost to you (repair, replacement or refund), in line with the ACL.
- Non‑eligible items: Items marked “final sale”, personalised items, or hygiene products (where sealed packaging has been opened) may not be eligible for change‑of‑mind returns — check the product page for details.

How to start a return
Email Sales@tft.net.au with:
- Your order number
- A short description of the problem or reason for return
- Photos if the item is faulty or damaged
We will reply with return instructions and, where required, a return authorisation and address.

Return shipping and costs
- Change of mind: you pay return postage and are responsible for ensuring the item is returned in the stated condition. We recommend using a tracked service and keeping your receipt until the refund is processed.
- Faulty/damaged items: we will cover return postage. We may provide a prepaid return label or reimburse reasonable return postage on production of a receipt.

Refunds
- Once we receive and inspect the returned item we will notify you of the outcome by email.
- If approved, refunds are processed to the original payment method within 7 business days. The time for the refunded amount to appear in your account depends on your bank or card provider and may take additional business days.
- If an item is returned in a condition that does not meet our return requirements, we may refuse the refund or offer a partial refund.

Exchanges
- If you received a faulty or damaged item we will, where possible and at our election, replace the item rather than refund. Replacements will be provided at our cost and shipped to you as soon as practicable.
- For change‑of‑mind exchanges (e.g., size or colour change), treat this as a return and a new purchase — you will be responsible for additional shipping unless otherwise agreed.

Australian Consumer Law
Nothing in this policy limits your rights under the ACL. Under the ACL you are entitled to a remedy if a product has a major failure (for example, is unsafe, substantially unfit for purpose, or significantly different from its description). For minor failures we will generally provide a repair, replacement or refund.

Data and privacy
We will use your personal information provided during the returns process to verify your order and process refunds/exchanges in accordance with our Privacy Policy.

Timeframes and record‑keeping
We will retain return records and order information for business and legal purposes. If you request deletion of your records we will consider this in line with legal obligations and our Privacy Policy.

Contact us
To begin a return or if you have questions:
Email: Sales@tft.net.au