Returns, Refunds & Damaged Goods Policy

Last updated: 17 August 2026

This Returns, Refunds & Damaged Goods Policy applies to purchases from Aussie Lollies, operated by Square Deals Pty Limited (“Aussie Lollies”, “Square Deals”, “we”, “us” or “our”).

Because we sell food, confectionery and other consumable products, our ability to accept returns is substantially more limited than it may be for non-consumable retail goods.

Please read this policy before placing an order.

1. No General Change-of-Mind Returns

We do not generally accept returns, refunds or exchanges simply because you:

• changed your mind;
• ordered the wrong product;
• ordered the wrong flavour, variety, size or quantity;
• do not like the taste, texture or appearance of a product;
• expected a different flavour or texture;
• no longer want the goods;
• found the same or a similar product cheaper elsewhere;
• ordered more than you require; or
• decide after dispatch that you no longer wish to receive the order.

Food and consumable goods generally cannot be resold once they have left our control because we cannot verify how they have been transported, stored, handled or exposed after delivery.

2. Claims Must Be Made Within 7 Days

If you believe an item is missing, incorrect, materially defective or seriously damaged, you must contact us within 7 days of the recorded delivery date.

Claims received after 7 days may be declined unless applicable law requires otherwise.

Claims must be submitted by email to: support@squaredeals.com.au.

Please do not send goods back to us unless we have first authorised the return in writing. Unauthorised returns may be refused.

3. Photographic Evidence Is Required

All claims for damaged, defective, incorrect or compromised products must be supported by clear photographic evidence.

Please provide photographs showing:

• the affected product;
• the claimed damage or defect;
• the entire product packaging;
• the shipping box or mailer;
• the shipping label;
• any visible damage to the external parcel;
• the product batch, best-before or expiry information where relevant; and
• any other information we reasonably request to assess the claim.

We may decline a claim where adequate evidence is not provided.

4. Claims Are Subject to Assessment

Providing photographs or submitting a claim does not automatically mean that a refund, replacement or return will be approved.

All claims are assessed by Aussie Lollies having regard to:

• the condition of the product;
• the severity of the damage;
• whether the damage affects the usability or safety of the product;
• the nature of the product;
• the distance and conditions under which it was transported;
• the condition of the shipping packaging;
• whether the product has been opened;
• whether the issue appears to have occurred before or after delivery;
• whether the issue is cosmetic or material; and
• any rights or remedies required by applicable law.

We reserve the right to reject claims that we reasonably determine relate only to ordinary, expected or cosmetic transit effects.

5. International Shipping Involves Transit Risk

Many Aussie Lollies orders travel long distances and may pass through multiple postal, courier, customs, airport, warehouse and delivery facilities before reaching the customer.

By purchasing goods for international or long-distance delivery, you acknowledge that some movement, compression or cosmetic deterioration may occur during normal transportation.

Examples may include:

• minor dents or creases in packaging;
• slightly crushed boxes;
• scuffed wrappers;
• loose or shifted contents;
• broken individual biscuits or confectionery pieces;
• small chips, cracks or breakage within an otherwise usable product;
• minor distortion to packaging;
• chocolate bloom;
• softened chocolate; and
• minor cosmetic deterioration caused by transportation.

These types of conditions do not automatically qualify for a refund, replacement or return.

6. Broken Products

Some confectionery, biscuits and similar products are inherently vulnerable to breakage during transport.

A product will not ordinarily be considered defective merely because some pieces have broken inside otherwise intact packaging, particularly where the product remains edible and substantially as supplied.

Claims involving breakage will generally only be considered where the damage is unusually severe, where the product is substantially destroyed or unusable, or where applicable law otherwise requires a remedy.

7. Melted or Heat-Affected Products

Chocolate and other heat-sensitive products can soften, melt, deform or develop chocolate bloom during transportation.

This risk increases during hot weather, international shipping, customs delays and delivery to warm climates.

By ordering heat-sensitive goods, you acknowledge this inherent shipping risk.

We do not generally provide refunds or replacements for:

• minor melting;
• softening;
• chocolate bloom;
• cosmetic deformation;
• products that have subsequently re-hardened; or
• other temperature-related changes that do not render the product materially defective or unsafe.

Serious cases may be reviewed individually where photographs demonstrate that the product has been substantially destroyed or is materially different from what was ordered.

8. Opened Products

Except where necessary to demonstrate a genuine defect, we generally cannot accept the physical return of products that have been opened.

If you believe an internal defect exists, please photograph:

• the unopened packaging before opening where possible;
• the product immediately after opening;
• the internal condition complained of; and
• all batch and date information.

Do not dispose of the product or packaging until we have completed our assessment unless doing so is necessary for health or safety reasons.

9. Missing Items

If an item shown on your order is genuinely missing from the parcel, contact us within 7 days.

We may review:

• warehouse or packing records;
• parcel weight information;
• tracking information;
• photographs of the parcel received; and
• other available order records.

Where we accept that an item was omitted, we may, depending on the circumstances:

• send a replacement;
• provide store credit; or
• refund the value of the missing item.

10. Incorrect Items

If we have supplied a materially different product from the one ordered, contact us within 7 days and provide photographs of the item received.

Do not open or consume the incorrect item unless we advise you that it is unnecessary to return it.

Where an incorrect-item claim is approved, we may arrange replacement, refund or another reasonable remedy depending on the circumstances.

11. Manufacturer Packaging Changes

Manufacturers frequently change packaging, labels, recipes, weights, promotional designs and product artwork.

A packaging change, promotional wrapper, minor design difference or updated label does not normally make a product incorrect where it is materially the same product ordered.

12. Product Taste and Personal Preference

Taste and texture are subjective.

We do not provide refunds because a customer dislikes:

• the taste;
• sweetness;
• texture;
• smell;
• colour;
• strength of flavour; or
• other subjective characteristics of an otherwise compliant product.

13. Allergens and Dietary Requirements

Customers are responsible for checking the actual product packaging before consumption where allergies, intolerances, dietary requirements or medical conditions are relevant.

A product is not returnable merely because it contains an ingredient that was visible on the manufacturer’s packaging, subject to any rights that cannot legally be excluded.

14. Customer Storage After Delivery

We are not responsible for deterioration caused after successful delivery by:

• heat;
• sunlight;
• humidity;
• freezing;
• improper refrigeration;
• pest exposure;
• leaving the parcel outdoors;
• failure to collect a parcel promptly; or
• other unsuitable storage or handling.

Customers should follow the storage instructions printed on the manufacturer’s packaging.

15. Uncollected and Refused Parcels

We do not generally refund orders that are:

• refused by the recipient;
• not collected from a postal or courier facility;
• returned because the recipient was unavailable;
• returned because of an incorrect or incomplete address supplied by the customer; or
• returned because local delivery instructions were not followed.

If the parcel is returned to us in a condition that can lawfully and safely be dealt with, we may consider available options on a case-by-case basis.

Any additional shipping cost for resending a parcel will ordinarily be payable by the customer.

16. Customs and Border Rejections

International customers are responsible for checking whether the products ordered may lawfully be imported into their destination country.

We do not generally provide refunds for products that are:

• rejected by customs;
• confiscated;
• destroyed;
• held by border authorities;
• returned because of local food-import restrictions; or
• delayed by government inspection.

Any remedy will depend on the circumstances and applicable law.

17. Returns Must Be Authorised

A physical return must not be sent unless we have approved it in writing and supplied return instructions.

If approved, returned products must be:

• the products originally supplied by us;
• returned in the condition requested by us;
• securely packaged;
• returned to the address nominated by us; and
• sent within the period specified in our return authorisation.

18. Return Postage

Unless applicable law requires otherwise, the customer is responsible for the cost of returning goods to us.

We strongly recommend using a tracked postal or courier service.

We are not responsible for an authorised return that is lost or damaged while being transported back to us where the return carrier was arranged by the customer.

19. Replacement Instead of Refund

Where we accept a claim, we may offer a replacement product where reasonable and permitted by law.

Where a replacement is agreed and the original item must be returned, the replacement may be dispatched after the returned goods have been received and assessed.

Depending on the circumstances, we may instead provide:

• a replacement;
• a partial refund;
• a full refund;
• store credit; or
• another remedy required by applicable law.

20. Refund Amounts

Where a refund is approved, the amount refunded will ordinarily relate only to the affected product or affected portion of the order.

Original shipping costs are not generally refundable where the remainder of the order was delivered correctly, unless applicable law requires otherwise.

International duties, customs fees, taxes, brokerage charges and other third-party costs are not refunded by us unless we were the party that directly charged and retained those amounts and a refund is legally required.

21. Partial Damage

Where only part of a multipack, assortment or order is affected, we may consider a proportionate remedy rather than refunding the entire order.

For example, damage to one item in a multi-item order does not ordinarily entitle a customer to a refund of unaffected products.

22. Refund Processing

Approved refunds will ordinarily be returned to the original payment method.

After we process a refund, the time taken for the funds to appear in your account depends on your bank, card issuer or payment provider.

23. Fraudulent or Abusive Claims

We reserve the right to refuse claims where we reasonably believe that:

• photographs have been altered or reused;
• damage occurred after delivery;
• a customer has made repeated unsupported claims;
• the claim is inconsistent with shipping or order records;
• goods have been intentionally damaged;
• the claim is fraudulent or misleading; or
• the returns process is otherwise being abused.

We may restrict or decline future orders in cases of suspected fraud or repeated abuse.

24. Chargebacks

If you have a problem with an order, please contact us first and allow us a reasonable opportunity to investigate it.

Submitting a chargeback does not alter the factual circumstances of the transaction and we may provide relevant order, tracking, delivery, correspondence and photographic records to the payment provider when responding to a dispute.

25. Independent Reseller

Aussie Lollies is principally an independent reseller of third-party branded products.

We do not manufacture the majority of products sold through the website and do not control their formulation, manufacturing processes or manufacturer quality-control systems.

Where a claim appears to arise from a manufacturing issue, we may request batch information, photographs or other details and may provide that information to the manufacturer or supplier.

26. Consumer Rights and Applicable Law

This policy sets out our commercial returns practices and is intended to operate to the maximum extent permitted by applicable law.

Nothing in this policy excludes, restricts or modifies any statutory consumer right, guarantee, remedy or obligation that cannot lawfully be excluded or restricted.

The legal rights applying to a particular transaction may depend on factors including the location of the customer, the destination of the goods and the law applicable to that transaction.

27. Australian Consumer Law

Where the Australian Consumer Law applies to a transaction, nothing in this policy is intended to exclude rights or remedies that cannot legally be excluded.

Australian law may continue to be relevant to conduct by an Australian company even where business activity or supply has an international element.

28. Other Countries

Customers outside Australia may also have mandatory rights under consumer laws applicable in their own jurisdiction.

To the extent those rights cannot legally be waived or excluded, this policy is subject to them.

29. How to Make a Claim

To request consideration of a return, replacement or refund, email:

support@squaredeals.com.au

Please include:

• your full name;
• your order number;
• the affected product;
• a clear explanation of the issue;
• the date the parcel was delivered;
• clear photographs of the product and packaging; and
• any other information relevant to your claim.

Claims should be submitted within 7 days of delivery.

30. Contact Details

Square Deals Pty Limited
Trading as Aussie Lollies
Sydney, New South Wales, Australia

Email: support@squaredeals.com.au