Returns & Refunds Policy

1. Return Window

You may return most unused, unopened items within 30 days of delivery for a full refund or exchange. Items must be in their original packaging and in resalable condition.

2. Eligibility

To be eligible for a return:

• Items must be unused and in original condition
• Original packaging must be intact
• Proof of purchase (order number) is required
• Return request must be initiated within 30 days of delivery

Non-returnable items: Used vacuum seal bags, personalised or custom items, and items marked as final sale.

3. How to Initiate a Return

1. Contact us: Email returns@freshlock.com.au with your order number and reason for return.
2. Receive approval: We will review your request and provide a Return Merchandise Authorisation (RMA) number within 1–2 business days.
3. Ship the item: Package the item securely and ship to the address provided. You are responsible for return shipping costs unless the item is defective or we made an error.
4. Inspection & refund: Once we receive and inspect the item, we will process your refund within 5–7 business days.

4. Refunds

Refunds will be issued to your original payment method. Please allow:

• Credit/Debit Cards: 5–10 business days after processing
• PayPal: 3–5 business days after processing
• Afterpay: Adjustments will be reflected in your Afterpay account

Original shipping costs are non-refundable unless the return is due to our error.

5. Exchanges

If you would like to exchange an item for a different product or variant, please contact us. Exchanges are subject to availability. If the new item is more expensive, you will pay the difference; if less expensive, we will refund the difference.

6. Defective or Damaged Items

If you receive a defective or damaged item, contact us immediately with photos of the damage. We will arrange a replacement or full refund at no cost to you, including return shipping.

7. Warranty Claims

FreshLock products are covered by a manufacturer warranty (1–2 years depending on the product). Warranty claims for defects in materials or workmanship are handled separately from returns. Contact us for warranty support.

8. Consumer Rights

Our returns policy does not exclude, restrict, or modify any rights or remedies you may have under the Australian Consumer Law (ACL). Nothing in this policy limits your statutory rights.

9. Contact Us

For return enquiries, contact us at:

Email: returns@freshlock.com.au
Phone: 1300 FRESHLOCK (1300 373 745)
Hours: Mon–Fri 9am–5pm AEST