1
Request within 7 days
Contact PH Packaging within 7 calendar days of receiving your order and provide your order number and the items you would like to return.
Customer Service
Returns & Refunds
Eligible products may be returned within 7 days of receiving your order, subject to the conditions below. Damaged, incorrect or missing items should be reported to our team as soon as possible.
7-Day Voluntary Returns
Changed your mind?
For eligible products, you may request a return within 7 calendar days from the date your order is delivered or collected.
2
Keep goods unused
Products must be unused, unopened, in resalable condition and, where applicable, in their original packaging with all components included.
3
Wait for approval
Please do not send or drop off a return until our team confirms the return instructions. Approved returns will be assessed before a refund is processed.
Eligible for our 7-day return policy
- Non-food products returned within 7 calendar days of delivery or collection.
- Items that are unused, unopened and in a condition suitable for resale.
- Products returned with sufficient proof of purchase, such as your PH Packaging order number.
- Returns that have been approved by PH Packaging before the goods are sent back or dropped off.
Not eligible for change-of-mind return
- Food ingredients and other perishable goods.
- Opened products or opened packaging.
- Used, damaged or incomplete goods where the damage was not present when supplied.
- Goods that cannot reasonably be resold for hygiene, food-safety or product-integrity reasons.
Important: These exclusions apply to our voluntary change-of-mind policy only. They do not remove any rights or remedies that may apply if goods are faulty, unsafe, incorrectly supplied, not as described or otherwise fail an applicable consumer guarantee.
Order Problems
Damaged, incorrect or missing items
Please inspect your order as soon as reasonably possible after delivery or collection.
- Please notify us within 48 hours of receiving your order if an item is damaged, incorrect or missing. This helps us investigate promptly with our warehouse and suppliers.
- Include your order number, the affected product name or SKU, quantity involved and clear photos where relevant.
- Keep the product and packaging until our team confirms the next step, unless doing so would be unsafe.
- Once reviewed, we will confirm the appropriate next step, which may include replacement or refund.
Refunds
How approved refunds are processed
Step 1
Return approved
Our team confirms that the return or refund request has been accepted.
Step 2
Goods assessed
Where a physical return is required, the goods are checked after they are received by PH Packaging.
Step 3
Refund processed
Approved refunds are returned to the original payment method used for the order.
Step 4
Confirmation sent
We will confirm once the refund has been initiated. Bank or card processing times may vary.
Delivery fees: Delivery charges are not refundable for voluntary returns or change-of-mind returns. This does not exclude any refund, reimbursement or compensation that may be required by law in relation to a failure to meet an applicable consumer guarantee.
Your Rights
Australian Consumer Law
This policy operates alongside any rights and remedies available under the Australian Consumer Law.
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
Quick Answers
Returns FAQ
Can I return an unopened packaging product?
Yes, if it is eligible under our voluntary return policy, you request the return within 7 calendar days of receiving it, and the product remains unused, unopened and in resalable condition.
Can I return food ingredients?
Food ingredients and perishable goods are not accepted for change-of-mind returns. This does not affect rights that may apply if the goods are faulty, unsafe, incorrect or otherwise fail an applicable consumer guarantee.
What if my order arrives damaged?
Please contact us as soon as possible and preferably within 48 hours. Include your order number and photos of the affected product and packaging so we can investigate quickly.
Will my delivery fee be refunded?
Delivery fees are not refunded for voluntary or change-of-mind returns. Different outcomes may apply where a refund or reimbursement is required by law because of a product or service problem.
How will I receive my refund?
Approved refunds are processed back to the original payment method used for the order.
Need to request a return?
Send us your order number, item details and photos if the product is damaged or incorrect.