We make every batch of sambal with care, so if something isn’t right with your order, we want to hear about it and put it right.
Damaged, faulty or incorrect orders
Please check your order when it arrives. If an item is damaged, faulty, spoiled, or different from what you ordered, email us at hello@sambalsambal.com as soon as you can. This helps us investigate and resolve the issue quickly.
Please include:
- Your order number or proof of purchase
- A short description of the problem
- Clear photos of the affected item, if available
If the parcel has been damaged in transit, you may also be asked to provide photos of the outside of the parcel and the shipping label to help us investigate the issue with Australia Post.
We may ask for further information where reasonably necessary, but we’ll work with you to resolve the issue.
Where there’s a major problem, you can choose a replacement or a refund. For other problems, we’ll arrange an appropriate remedy in line with your rights under Australian Consumer Law, which may include a replacement or refund.
Where a refund is due, it will include any original shipping charges you paid. We won’t ask you to return a damaged or spoiled food product unless we specifically arrange otherwise.
Approved refunds will be made to your original payment method within 10 business days. Your bank or payment provider may take additional time to process the refund. If it hasn’t appeared after 15 business days from approval, please email us and we’ll follow it up.
Change of mind
Because our sambal is a perishable food product, we don’t accept returns or offer refunds for change of mind, ordering the wrong item by mistake, or simply deciding you no longer want an item.
This doesn’t affect your rights under Australian Consumer Law if a product is faulty, damaged, unsafe or not as described. It also doesn’t apply if we send you the wrong item.
Exchanges
We don’t offer exchanges for change-of-mind purchases because our products are perishable.
If there’s a problem with your order, please contact us so we can arrange an appropriate remedy in line with this policy and your rights under Australian Consumer Law.
Delivery issues
Please double-check your delivery details at checkout and collect any parcel held at a post office within the timeframe provided by Australia Post.
If your parcel is delayed, missing, damaged in transit or returned to us, please contact us at hello@sambalsambal.com. We’ll work with you to investigate and determine the appropriate next steps.
If a parcel is returned because of an incomplete or incorrect address, or because it wasn’t collected, we’ll discuss any reasonable additional delivery costs with you before arranging redelivery. Any refund and responsibility for return costs will be assessed based on the circumstances and applicable consumer law.
This only applies to address and collection issues, not where an item is damaged, spoiled or faulty.
Questions?
We’re a small team, and we want you to be happy with your order. If something doesn’t feel right, please reach out at hello@sambalsambal.com and we’ll do our best to help.