This Refund Policy is part of our Terms of service ("Terms") and should be read alongside our main Terms. This refund policy explains how Pavitre handles cancellations, refunds, and returns for Indian sweets (mithai), snacks, and festive gifts. Nothing in this policy limits your rights under the Australian Consumer Law.
1. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
2. Perishable and food products
Most Pavitre sweets and snacks are perishable food products. For hygiene and food safety reasons, we generally cannot accept returns of food items simply because you change your mind after delivery.
We will still help when:
- The product arrives damaged, melted, or spoiled due to packaging or transit issues within our control
- You receive the wrong item or an incomplete order
- The product is faulty or not of acceptable quality
- The product materially differs from its description
3. Change of mind
As our products are freshly made and perishable, we're unable to offer refunds or exchanges for change of mind. For non-food items (such as certain rakhi or gift accessories, where offered), unused items in original condition may be considered for return within 7 days of delivery, subject to approval and return shipping costs unless otherwise required by law.
4. How to request a refund or replacement
Please contact us as soon as possible, ideally within 48 hours of delivery for damaged or incorrect food orders on pavitreau@gmail.com
Include:
- Your order number
- A description of the issue
- Clear photos of the product, packaging, and shipping label (where relevant)
We will review your request and respond with next steps.
5. Cancellations before dispatch
If you need to cancel an order, contact us immediately. If the order has not yet been prepared or dispatched, we will usually cancel and refund in full. Once packing or shipping has begun, cancellation may not be possible.
6. Refunds
- Approved refunds are issued to the original payment method.
- Processing typically takes 5–10 business days after approval, depending on your bank or card provider.
- Shipping fees are refundable when the issue is our error (wrong item, damaged in transit due to inadequate packing, or non-delivery where we are at fault). Shipping fees are generally non-refundable for change-of-mind requests.
7. Replacements
Where stock allows, we may offer a replacement product of equal value instead of a refund. For festive peak periods, replacement timelines may vary; we will advise you when confirming the resolution.
8. Incorrect address or failed delivery
If an order cannot be delivered because of an incorrect address, incomplete details, or repeated failed delivery attempts, we may refund the product cost less outbound shipping, or rearrange delivery for an additional fee. See our Shipping Policy for more detail.
9. Gift orders
For gift orders, the purchaser should contact us for refund or replacement requests. We may communicate with the recipient only as needed to resolve delivery or quality issues.
10. Contact
For refund related questions use our Contact Us page to reach out to us.