Returns & Refunds Policy

Overview

At TISOU Pty Ltd, we take pride in the quality and presentation of our gift hampers. If something isn’t right, we’re here to help.

This policy outlines when returns, refunds or replacements are available, and how to request them.

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Eligibility for Returns

Due to the nature of our products, returns are only accepted under specific circumstances.

You may be eligible for a return, replacement or refund if:

• Your item arrives damaged

• Your item is defective

• You received the wrong item

• Your order is missing items

All requests must be made within 48 hours of delivery.

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Items Not Eligible for Return

For hygiene and safety reasons, we do not accept returns for:

• Change of mind

• Opened or used items

• Perishable or consumable goods

• Gift hampers once opened

• Sale or discounted items (unless faulty)

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Damaged or Faulty Items

If your order arrives damaged or faulty:

1. Email us at order@tisou.com.au

2. Include your order number

3. Attach clear photos of:

   • The damaged item

   • The outer packaging

Once reviewed, we will offer one of the following:

• Replacement of the item or hamper

• Store credit

• Refund (where applicable)

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Incorrect or Missing Items

If you received the wrong item or something is missing from your order:

• Contact us at order@tisou.com.au within 48 hours of delivery

• Include your order number and details of the issue

We will arrange a replacement or refund as appropriate.

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Refunds

Approved refunds will be processed to your original payment method.

Please allow:

• 5–10 business days for refunds to appear, depending on your bank or payment provider

Shipping fees are non-refundable, except where required by Australian Consumer Law.

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Return Shipping

If a return is approved:

• We will provide instructions on how to return the item

• Return shipping costs may be covered by TISOU if the issue is due to our error

Items returned without prior approval may not be accepted.

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Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

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Contact Us

If you have any questions about returns or refunds, please contact us at:

info@tisou.com.au