At THE CHILLI FACTORY we have a large selection of flavours you know and trust. We want you to be satisfied with your purchase and your THE CHILLI FACTORY shopping experience overall.
We understand that sometimes you may wish to return a product you have purchased from a THE CHILLI FACTORY store, so we have set out the THE CHILLI FACTORY Policy regarding returns for you to assist in this process.
Our Returns Policy includes the rights you have under the Australian Consumer Law (see below) and provides you with additional benefits in addition to those rights, because your satisfaction is important to us.
Your rights under the Australian Consumer law: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where a failure does not amount to a major failure, THE CHILLI FACTORY is entitled to choose between providing you with a replacement or other suitable remedy. Any cost incurred by you in bringing the product to the Chilli Factory will be borne by you.
To obtain compensation, you would need to provide documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by THE CHILLI FACTORY to comply with a consumer guarantee under the Australian Consumer Law. Such evidence may include photographs, statutory declarations, receipts or reports (eg from your doctor), depending on the loss or damage.
1. Returning a product
Where: For all product returns please contact the Chilli Factory Head office in Morisset.
Please retain your receipt: In order to obtain a refund, exchange or replacement, you must have clear proof of purchase – typically, a receipt.
How long do I have? Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. THE CHILLI FACTORY adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. At THE CHILLI FACTORY we will always take a fair and reasonable approach.
2. Product Assessment
Once we have established proof of purchase, as you can appreciate, we will need to assess the product to determine the nature of the issue and how we can help you, be it a refund, exchange or replacement.
We will assess the product and determine whether:
5. Have you changed your mind?
If you have changed your mind, as long as:
THE CHILLI FACTORY will provide you with a refund in the form of the previous method of payment.