Refund policy

Last updated: 3 November 2026

Your rights under the 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights. Our change-of-mind returns described below are offered in addition to them.

Free change-of-mind returns for 30 days

You have 30 days from delivery to return unused items in their original packaging, free of charge. Changed your mind, chose the wrong size or colour, or found it does not suit your kitchen? That is fine. We do not ask for a reason, and you receive a full refund of the price you paid for the item.

Return postage is on us

Ask for a return within 30 days of delivery and we email a prepaid label to you. Postage for an eligible return is never charged to you.

How to return an item

  1. Write to homecuisvera@gmail.com, telling us your order number and which products are coming back.
  2. Within 1 business day you will receive a prepaid return label and short packing notes.
  3. Place each product back in the box it came in, stick the label on the outside and lodge the parcel at the carrier outlet named on the label. Hold on to your lodgement receipt until your refund lands.

Condition for change-of-mind returns

Items returned because you changed your mind should be unused and in their original packaging, with all parts, lids, inserts and instructions included. If an item comes back used or incomplete, we will contact you before deciding on a partial refund and explain why. This condition does not apply to faulty items or anything that arrived damaged or not as described.

Faulty, damaged or incorrect items

Something faulty, damaged in transit or different from your order? Send us the order number plus a photo or two. We organise a free return and provide a repair, replacement or refund in line with the Australian Consumer Law. Please contact us even after 30 days: consumer guarantee rights are not limited to a fixed number of days.

When your refund arrives

Refunds go back to your original payment method within 10 business days of your return reaching us. We email you when the refund has been processed. Your bank or card provider may take a few extra days to show it on your statement. If you used a discount code such as WELCOME10, the refund is the amount you actually paid for the item.

Exchanges

To swap a product, send the original back for a refund, then order the version you prefer. That second order ships free like any other.

Cancelling an order

You can cancel at any time before your order is dispatched by emailing us with your order number; we refund the full amount. After dispatch, the free 30-day return explained above still applies from the day it is delivered.

Gifts

Received a Cuisvera parcel as a present? Send us the order number printed on the packing slip. The usual free 30-day return applies, and the money is refunded to the person who placed the order.

Contact

Email homecuisvera@gmail.com. We answer every email within 1 business day (Monday to Friday, AEST).