We are committed to providing a reliable and supportive customer experience, from order placement and delivery through to after-sales service.

This Returns & Warranty Policy is designed to provide clear guidance for common after-sales situations, including delivery discrepancies, incorrect products, faulty products, replacements, credits, returns, and inventory-related return requests.

Our goal is to make the process clearer and more consistent for everyone, while working closely with our customers to maintain healthy inventory and resolve issues as early as possible.

1. Parcel Tracking & Delivery

Missing Products

When you receive your order, please first check whether the number of parcels received matches the shipment information provided.

Some orders may be dispatched in multiple parcels with separate tracking numbers. If any products appear to be missing, please check your email or order information to confirm whether another parcel is still in transit.

If all parcels have been received and products are still missing, please contact our Customer Service Team and provide your order number and details of the missing items.

Wrong Products

If the products or flavours received do not match your order, please contact our Customer Service Team before returning any items.

Please provide:

  • Your order number
  • Clear photos of the outer shipping carton
  • Clear photos of the inner product boxes
  • Details of the incorrect products or flavours received

Once the packing error has been confirmed, we can arrange for the correct products to be included with your next order or issue an applicable credit.

If the incorrectly supplied products are suitable for your store, you may also choose to keep them after discussing the available options with our team.

2. Faulty Products

For retail customers handling a faulty product reported by an end consumer, please follow the process below.

Ask the consumer to provide:

  • Photos of the product packaging
  • Photos of the product
  • A clear description of the issue
  • A video demonstrating the fault, where applicable

Please forward this information to our Customer Service Team for assessment.

Where possible, our team will first assist in identifying whether the issue can be resolved without replacement.

If the product is confirmed to be faulty and the issue cannot be resolved, you may arrange a replacement for your consumer and submit a replacement request to our Customer Service Team.

Approved replacements will normally be included with your next order unless otherwise agreed.

3. Credits & Replacements

Credits

Credits may be provided where applicable, including situations such as:

  • An overpayment
  • Confirmed incorrect products supplied
  • Other approved return or stock adjustment situations

All credits are subject to review and approval by our team.

Replacements

Replacements may be provided for:

  • Confirmed faulty products
  • Confirmed missing products
  • Confirmed incorrect products, where a replacement is preferred instead of a credit

To help us process your request efficiently, please provide the relevant order number when contacting us.

If an approved replacement is to be included with a new order, please also leave a replacement note when placing the order.

4. Product Returns

To help both our customers and our team manage returns efficiently, all return requests should be submitted for review before products are sent back.

Please do not return products without prior approval.

Depending on the nature of the return, we may ask for:

  • Order number
  • Product name
  • SKU or product code
  • Flavour
  • Quantity
  • Batch number, where available
  • Expiry date, where applicable
  • Photos showing product condition
  • Photos showing batch or expiry information, where relevant
  • Reason for return

Once reviewed, our team will confirm the available solution and provide return instructions where required.

Return eligibility may depend on the reason for return, product condition, remaining shelf life, purchase history, and other relevant circumstances.

5. Inventory & Shelf-Life Support

Healthy inventory benefits both our customers and our supply network.

We therefore encourage customers to regularly review store inventory, particularly slower-moving products, and contact us early if stock is approaching its expiry date.

Identifying ageing stock earlier gives us more opportunities to work together on practical solutions, which may include stock planning, redistribution, promotional support, clearance arrangements, or approved returns.

Once a product has already expired, the available options become significantly more limited. Early communication allows us to provide much better support.

Products With More Than 3 Months Remaining Before Expiry

Products with more than three months remaining before their expiry date may be submitted for return consideration under our standard return process.

Approval remains subject to product condition and the applicable return requirements.

Products With 3 Months or Less Remaining Before Expiry

Products with three months or less remaining before expiry are considered near-expiry inventory.

We encourage customers to contact us as early as possible so that we can review the stock together and determine the most suitable solution.

Where a return is approved, near-expiry products may be accepted based on the applicable clearance or recovery value rather than the standard product value.

The applicable value may depend on factors such as remaining shelf life, product condition, quantity, and current marketability.

Expired Products

From 1 January 2027, products that have already passed their expiry date will generally no longer be eligible for return or credit.

This does not affect separately approved cases such as official product recalls, confirmed product quality issues, or other circumstances specifically approved by us.

We strongly encourage customers to contact us before products reach expiry so that we have the best opportunity to provide a practical solution.

6. Inventory Support Transition Period

To support customers in understanding and adapting to the updated return process, we are providing an extended inventory support period from the date this policy is published until 31 December 2026.

During this period, we encourage all customers to:

  • Review and organise current store inventory
  • Identify slower-moving, near-expiry, or expired stock
  • Check expiry dates and quantities
  • Contact their account manager or our Customer Service Team for support
  • Submit relevant return requests for review as early as possible

During this support period, our team will work with customers to review existing ageing or expired inventory on a case-by-case basis and identify the most appropriate available solution.

Our intention is to use this period to help customers improve stock visibility, understand the updated process, and establish a healthier ongoing inventory management routine.

The updated shelf-life return requirements will apply in full from 1 January 2027.

7. How to Submit a Return or Replacement Request

Before sending any products back, please contact your account manager or our Customer Service Team.

Where applicable, please provide:

  • Order number
  • Product type and flavour
  • SKU or product code
  • Quantity
  • Batch number
  • A clear description of the issue or reason for return
  • Supporting photos or videos

Providing complete information helps us assess the request more quickly and recommend the most appropriate solution.

Please wait for confirmation before returning any products.

8. Frequently Asked Questions

Q: What should I do if products are missing from my package?

Please first check whether your order was shipped in multiple parcels. Different parcels may have separate tracking numbers and arrive at different times.

If all parcels have arrived and products are still missing, please contact our Customer Service Team with your order number and details of the missing products.

Q: What should I do if I receive the wrong products?

Please take clear photos of both the outer shipping carton and the inner product boxes and contact our Customer Service Team.

Once we confirm the packing error, we will discuss the available solution with you.

Q: How do I request a replacement for incorrectly supplied products?

Please:

  1. Take clear photos showing the incorrect products and packaging.
  2. Contact our Customer Service Team with your order number and details of the issue.
  3. Allow our team to review and confirm the discrepancy.
  4. Once approved, the correct products may be included with your next order or an applicable credit may be issued.

Q: What information do I need to provide for a faulty product?

Please provide:

  • Product type and flavour
  • A clear description of the issue
  • Photos of the faulty product
  • Photos of the packaging
  • A video showing the fault, where possible

This information will help our team assess the issue and determine the appropriate solution.

Q: What should I do if I have products approaching expiry?

Please contact your account manager or our Customer Service Team as early as possible.

Providing the SKU, quantity, batch number and expiry date will help us review the stock and discuss the available options with you.

The earlier we identify ageing inventory, the more flexibility we have to support you.

Q: Can I return products that are close to expiry?

Products with more than three months remaining before expiry may be submitted under our standard return review process.

Products with three months or less remaining may still be considered, but where accepted they may be handled based on the applicable clearance or recovery value.

Please contact us before sending any products back.

Q: Can I return expired products?

Until 31 December 2026, customers are encouraged to review existing inventory and contact us regarding any ageing or expired stock. Our team will review these situations individually during the inventory support period.

From 1 January 2027, expired products will generally no longer be eligible for return or credit, except for separately approved circumstances such as recalls or confirmed quality issues.

Working Together for Healthier Inventory

We see inventory management as a shared responsibility and an important part of building a sustainable long-term partnership with our customers.

Regular stock reviews and early communication give both sides more time and more options to address slower-moving products before they become difficult to manage.

Through this updated process, we aim to provide clearer expectations, more consistent support, and better tools for customers to maintain healthy stock levels while reducing unnecessary product loss.

If you are unsure about the condition or eligibility of any stock, please contact your account manager or our Customer Service Team before taking further action. We will be happy to review the situation with you.