Refund policy

Return & Refund Policy – Yiayia’s Glyka (Australia)

1. Introduction

This Return & Refund Policy (“Policy”) applies to all purchases made from Yiayia’s Glyka through our website and other online sales channels within Australia. This Policy operates in conjunction with the Australian Consumer Law (ACL) contained in the Competition and Consumer Act 2010 (Cth).

Nothing in this Policy is intended to exclude, restrict, or modify any consumer rights that cannot be lawfully excluded under the ACL.

2. Australian Consumer Law – Consumer Guarantees

Under the ACL, consumers are entitled to certain consumer guarantees, including that goods supplied are of acceptable quality, fit for purpose, and match their description.

Where a product supplied by Yiayia’s Glyka fails to meet a consumer guarantee, a customer may be entitled to a remedy as required by law, which may include a replacement or refund depending on the nature of the failure.

Yiayia’s Glyka does not offer refunds or returns where goods do not fail to meet these consumer guarantees.

3. No Change-of-Mind Returns

Except where required by law, Yiayia’s Glyka does not accept returns, exchanges, or refunds for change of mind.

This includes, but is not limited to:

  • A customer deciding they no longer want the product

  • Ordering the incorrect item

  • Dissatisfaction with taste, texture, or personal preference

  • Purchasing more than required

4. Damaged Goods and Customer Handling

Yiayia’s Glyka specialises in fragile, handcrafted food products. By purchasing from Yiayia’s Glyka, customers acknowledge that:

  • Biscuits may break or crack during shipping, storage, or handling

  • Minor cosmetic damage does not constitute a fault under the ACL

Yiayia’s Glyka is not liable for damage caused after delivery, including damage resulting from:

  • Improper handling

  • Incorrect storage

  • Exposure to heat, moisture, or impact

  • Opening or consuming the product

Products that are damaged after delivery or as a result of customer handling are not eligible for a refund or return.

5. Faulty or Defective Products

If a product supplied by Yiayia’s Glyka:

  • Is unsafe

  • Is significantly different from its description

  • Has a major defect that would have prevented purchase

you may be entitled to a remedy under the ACL.

To be considered, customers must:

  • Contact Yiayia’s Glyka within a reasonable time of delivery

  • Provide proof of purchase

  • Provide clear photographic evidence of the alleged fault

Yiayia’s Glyka reserves the right to assess all claims before determining the appropriate remedy.

6. Refunds, Replacements, and Shipping Costs

Where a product is confirmed to have a major failure under the ACL, Yiayia’s Glyka will provide a remedy as required by law.

In all other circumstances:

  • No refunds will be issued

  • Return shipping costs are the responsibility of the customer

  • Yiayia’s Glyka is not responsible for third-party courier delays or handling damage

7. Limitation of Liability

To the maximum extent permitted by law, Yiayia’s Glyka is not liable for indirect, incidental, or consequential losses, including loss arising from delays, handling damage, or customer misuse of products.

8. Contact Information

All return or refund enquiries must be submitted to:

Yiayia’s Glyka
Email: [insert your contact email]

9. Policy Updates

Yiayia’s Glyka reserves the right to amend this Policy at any time. Updates will be published on our website and apply to all future orders.