Change-of-Mind Returns

Sunwide does not accept returns, exchanges or refunds for change-of-mind purchases. This includes situations where a customer:

• orders the wrong product, flavour, size or quantity;
• no longer requires the product;
• over-orders;
• changes their mind after purchase; or
• finds a product unsuitable due to personal preference.

Please review your order carefully before completing your purchase.

Reporting an Order Issue

Please inspect your order as soon as possible after delivery.

Please contact us at info@sunwide.com.au and provide:

• your order or invoice number;
• the product name and quantity affected;
• a description of the issue;
• clear photographs or videos of the affected product;
• photographs of the internal and external packaging;
• the shipping label;
• the batch number and best-before or use-by date, where applicable; and
• any other information reasonably required for our review.

Please retain the affected product, its original packaging and the delivery carton until Sunwide has completed its review or advised that they may be discarded.

Requests submitted more than 7 days after delivery will be reviewed on a case-by-case basis.

Food Products

Due to food safety and hygiene requirements, food products cannot be returned or exchanged because of a change of mind, incorrect selection, over-ordering or because the product is no longer required.

This does not apply where a food product is:

• damaged or leaking when received;
• contaminated or unsafe;
• incorrectly supplied;
• materially different from its description; or
• otherwise faulty.

Some product issues may only become apparent after opening. If this occurs, please stop using the product and contact Sunwide as soon as possible.

Opening a food product does not automatically make a claim invalid where the issue could only reasonably be identified after opening. However, customers may be required to provide information about the product’s storage conditions, opening date, batch number, best-before date and quantity affected.

Shelf Life and Best-Before Dates

The remaining shelf life of food products may vary depending on the product, supplier and available batch.

Products supplied within their valid best-before or use-by date are not considered faulty solely because the remaining shelf life is shorter than the customer expected.

If you require a specific minimum remaining shelf life or best-before date, please contact Sunwide before placing your order so that we can check the available batch.

If the best-before or use-by date of the product received is materially different from information specifically confirmed by Sunwide before purchase, please contact us within 7 days of delivery for review.

Damaged Deliveries

Where an order has been damaged during transport, please provide photographs of:

• the damaged product;
• the internal packaging;
• the external carton or pallet;
• the shipping label; and
• any visible damage to the delivery packaging.

Please do not dispose of damaged products or packaging before receiving instructions from Sunwide, as the goods and packaging may be required for a freight claim or further inspection.

Minor damage to external packaging does not automatically qualify for a refund where the product inside remains safe, usable and unaffected.

Missing or Incorrect Items

If an item is missing from your delivery or you have received an incorrect product, please contact Sunwide within 7 days of delivery.

We may ask you to check all cartons, packaging and split-delivery tracking information before the claim is finalised.

After reviewing the order and supporting information, Sunwide will determine the appropriate resolution.

Unavailable or Out-of-Stock Items

If an item becomes unavailable after an order has been placed, Sunwide may contact you to offer:

• a suitable replacement product;
• a credit note;
• store credit; or
• a refund for the unavailable item.

The remaining available products in the order may still be dispatched unless otherwise agreed.

Return Authorisation

Please do not return products to Sunwide, the manufacturer, a supplier or any warehouse unless you have received written return authorisation and return instructions from us.

Products returned without prior written approval may not be accepted, reviewed or processed.

Unauthorised returns may be returned to the sender at the sender’s expense. Sunwide is not responsible for loss of or damage to products returned without prior approval, except where otherwise required by law.

Return Conditions

Where a return has been approved, the product must, where reasonably possible:

• be unused;
• remain in its original condition;
• include all original packaging, parts, accessories and manuals; and
• be securely packed for return.

Sunwide may reduce or reject a return claim where the product:

• has been damaged after delivery;
• has been improperly stored, handled or used;
• is missing parts or accessories;
• has been altered or repaired without authorisation; or
• is not returned in the condition required under the approved return instructions.

These conditions do not apply where the product is faulty and the issue could only reasonably be identified through normal use or opening.

Approved Return Address

Approved returns must be sent only in accordance with Sunwide’s written return instructions to:

Please do not send any return to this address without receiving prior written approval.

Resolution of Claims

Once Sunwide has reviewed the claim, supporting information and, where applicable, the returned product, we will notify you of the outcome.

Depending on the circumstances, the available resolution may include:

• replacement of the affected product;
• replacement of the missing or incorrect item;
• a credit note;
• store credit;
• a partial refund; or
• a refund to the original payment method.

The resolution offered will depend on the nature of the issue, the condition of the product, available stock and other relevant circumstances.

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

Refund Processing Time

Approved refunds will generally be issued to the original payment method unless another resolution has been agreed.

Additional processing time may be required by your bank, card provider or payment platform before the refund appears in your account.

If you have not received an approved refund after the expected processing period, please:

1. check your bank or card account again;
2. contact your card provider or financial institution; and
3. contact Sunwide at info@sunwide.com.au if further assistance is required.

Return Shipping Costs

Where a return is accepted because the customer ordered incorrectly, or where Sunwide has agreed to accept a return outside its usual policy, the customer may be responsible for return shipping and related costs.

Where a product is confirmed to be faulty, damaged, incorrectly supplied or otherwise covered by applicable consumer guarantees, Sunwide will provide an appropriate remedy in accordance with applicable law.

The customer must follow the return shipping instructions provided by Sunwide. Sunwide is not responsible for returns sent through an unauthorised carrier or to an incorrect address.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law that cannot legally be excluded, restricted or modified.