Refund policy

Refunds & Returns

We take pride in our quality products and exceptional customer service.

Due to health regulations and the nature of our products, we cannot accept a return simply because you have changed your mind, even if the product is unopened.

Please choose carefully and ensure that any product you select is right for you based on the product description and the information provided on our website.

We have a 30-day return policy for defective or damaged products, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, not consumed and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds are only valid for items that are found to be defective or damaged and cannot be replaced.

To report a defective or damaged product and request a return, you can contact us at hi@knownstranger.com.au.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Please direct all return questions to hi@knownstranger.com.au.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We will gladly replace your order if any of the following apply:

  1. Damaged in transit – The product arrived broken, leaking, crushed, or otherwise visibly damaged during shipping.
  2. Incorrect item received – You received the wrong product, flavour, or size compared to what you ordered.
  3. Defective or spoiled product – The product appears to be defective, spoiled, or not in a consumable condition upon arrival.
  4. Missing items – Part of your order was missing when delivered.
  5. Packaging or seal issues – The product seal was broken or tampered with on arrival.
  6. Expired or short-dated product – The product was delivered past or unreasonably close to its expiry date.

 

Non-returnable items

·         Items sold during a sale, final clearance, under a special – unless damaged or defective.

  • Gift Cards
  • Product which has been opened
  • After 30 days from the date of delivery.

 

Exchanges and Credit Notes

Once the returned item has been returned to our warehouse, it will be inspected. Once approved for return/exchange, the client has the following two choices.

  1. Exchange

An exchange order will be created and shipped out to the client

2.      Credit Note

A credit note/voucher to the value of the returned product will be created. This credit note/voucher will be in the form of an online code, which can be used online at checkout.

 

Refunds
We will only refund orders should we are unable to send a replacement product to you due to stock unavailability. We will notify you once we’ve received and inspected your return, and let you know if we will proceed with a refund or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund to your account.

 

The decision to exchange, replace or refund the client remains at the discretion of TOA International.

Once we have received the returned product, we will either replace the product within 30 days or refund you in full for the item within 5 days.

All refunds or exchanges will be granted at TOA International’s discretion the decision is final.

TOA International’s liability is limited to the replacement of defective products.