Refund Policy

Refund Policy – Twice as Sweet (QLD, Australia)

At Twice as Sweet, we take pride in offering quality sweet treats and excellent customer service. Due to the nature of our products, refunds are only available under specific circumstances, as outlined below.

When Are Refunds Available?

We offer refunds only in the following cases:

  • You receive the wrong items in your order

  • Items arrive in a condition that is damaged beyond reasonable expectations and are unfit for consumption

  • Your order is lost in transit (and confirmed as such by the courier)

  • You are entitled to a refund under your rights in accordance with Australian Consumer Law

In these cases, please contact us as soon as possible at info@twiceassweet.com.au with your order number and photo evidence, where applicable.

Non-Refundable Situations

We do not offer refunds under any of the following circumstances:

  • Opened food items or parcels – due to hygiene and food safety risks

  • Change of mind, personal taste preference, or not liking a specific product

  • Incorrect addresses entered at checkout or failure to collect from Australia Post collection points

  • Orders containing custom, personalised, or made-to-order items

  • Gift cards – these are non-refundable under any circumstance

  • Best before items – clearly marked short-dated or past-dated products are not eligible for refunds

  • Parcels marked as delivered by Australia Post or other couriers, but claimed as not received (please contact the courier directly to lodge a delivery issue)

  • Melted, crushed, or broken items due to normal shipping conditions, such as hot weather or the fragile nature of freeze-dried goods

Refund Processing Times

Once a refund is approved by our team:

  • Please allow up to 14 business days for the funds to return to your account.

  • Refunds are issued to the original payment method only.

  • We cannot control or expedite processing times once the refund has been issued—this is handled by banks or third-party payment providers (e.g. Shopify Payments, PayPal, Afterpay).

Refunds for Cancelled Orders

If a cancellation is approved (see our Returns Policy), your refund will be:

  • Minus a 9.7% processing fee (to cover non-refundable payment platform fees)

  • Minus any shipping costs, which are not refundable once incurred

  • Issued only if your order has not yet been fulfilled or shipped

Australian Consumer Law

Under the Australian Consumer Law, you are entitled to a refund or replacement if a product:

  • Is faulty, not as described, or not fit for purpose

We will always comply with these legal requirements. However, this does not cover:

  • Change of mind

  • Subjective taste complaints

  • Minor packaging damage or melting during normal shipping

Contact Us

If there is a genuine issue with your order or you believe you're eligible for a refund, contact us at:

Email: info@twiceassweet.com.au

Please include:

  • Your full name

  • Order number

  • Description of the issue

  • Photos (where relevant)

We’re here to help and will get back to you within 4 business days.