Refund policy
Returns
We offer a 30-day return policy. You may request a return within 30 days of receiving your item. To be eligible, the item must be in the same condition you received it: unopened, unused, with tags/labels, and in its original packaging. A receipt or proof of purchase is also required.
To start a return, contact us at contact@cinnamonandcinder.au. If your return is accepted, we’ll provide a return shipping label and instructions. Items sent without prior authorisation will not be accepted.
Customers are responsible for return shipping costs unless the item is defective or incorrect.
Packaging & Fragile Items
We take care to securely package semi-fragile products. However, minor breakages may occasionally occur during transit. While we aim to minimise this, we are unable to offer refunds or replacements for breakages that do not affect the product’s quality or taste.
Damaged or Incorrect Items
Please inspect your order upon arrival. If your item is defective, significantly damaged, or incorrect, contact us within 48 hours of delivery at contact@cinnamonandcinder.au. Include clear photos and a description of the issue so we can assist promptly.
Exceptions / Non-Returnable Items
The following items cannot be returned:
- Perishable goods (e.g., rusks, biltong, droëwors), unless damaged or incorrect
- Custom or personalised items
- Personal care items (e.g., beauty products)
- Hazardous materials or flammable liquids
- Sale items and gift cards
If you’re unsure whether your item qualifies, please reach out to us.
Exchanges
The quickest way to get what you need is to return the original item (if eligible) and place a new order.
Refunds
Once we receive and inspect your return, we’ll let you know if the refund is approved. If approved, it will be processed to your original payment method within 10 business days. Please note that processing times vary by bank or credit card provider.
If more than 15 business days have passed since approval and you haven’t received your refund, please contact us at contact@cinnamonandcinder.au.
Additional information
For delivery timelines, shipping costs, and lost parcels, please see our Shipping Policy.
This policy does not affect your rights under the Australian Consumer Law.
If you have any questions, please contact us at contact@cinnamonandcinder.au.