Refund policy

1. Inspection on Delivery

Please inspect your order upon delivery. If you believe any item is damaged or faulty, you must notify us within 14 days of receiving your order (“Inspection Period”), including photo evidence where possible.

2. Defective or Damaged Items (All Products)

If a product is faulty, damaged prior to delivery, or not as described, we will meet our obligations under Australian Consumer Law (ACL). This may include a replacement, repair, or refund.

• You must contact us within the Inspection Period and provide evidence of the issue.
• If approved, we will cover any return shipping costs.
• If you notify us outside the Inspection Period, we may not be able to assist, unless required under the ACL.

3. Perishable Items (Beer and Food items)

Due to the perishable nature of these products, we do not accept returns or refunds for change of mind.

• Returns, replacements, or refunds are only offered if the item is defective, damaged, or incorrect.
• Claims must be made within the Inspection Period with supporting evidence.

4. Non-Perishable Items (Merchandise, Glassware, etc.)

Change of Mind Returns

We accept returns or exchanges for non-perishable items if you change your mind, provided that:

• The item is unused, in original condition, and in original packaging.
• The return is requested within 14 days of delivery.

Return options:

• By post: Return shipping costs are the responsibility of the customer.
• In person: Free returns and exchanges are available at Dunetown.

Faulty Items

If a non-perishable item is faulty or damaged, refer to Section 2 above.

5. Return Process

To initiate a return or refund, please contact us at hello@sailorsgrave.net with your order details and reason for return.

Once your return is received and inspected, we will notify you via email of the outcome. If approved, refunds will be processed to your original payment method within a reasonable timeframe.

6. Late or Missing Refunds

If you haven’t received your refund:

• Check your bank account again
• Contact your credit card provider (processing times can vary)
• Contact your bank

If you’ve done all of the above and still have not received your refund, please contact us at hello@sailorsgrave.net.

7. Sale Items

Sale items are not eligible for refunds for change of mind.
However, they are still covered under Australian Consumer Law if faulty or defective.

8. Gifts

If an item was marked as a gift and shipped directly to you, you will receive a store credit once the returned item is received and approved.

If the item was not marked as a gift, the refund will be issued to the original purchaser.

Notes

This policy operates in addition to your rights under the Australian Consumer Law.