Refund policy
Returns & Exchanges
We offer a 14-day return policy. This means you have 14 days from receiving your order to request a return or exchange.
Eligibility
To be eligible, items must be:
- Unused and unopened
- In their original packaging
- Accompanied by proof of purchase
To begin a return or exchange, please email hello@nyarituals.com.au.
If your request is approved, we will provide instructions on how to return your item.
Please do not send items back without contacting us first, as unapproved returns may not be accepted.
Return Postage Costs
Change of mind:
Return postage is your responsibility.
Our error (e.g. incorrect item sent):
We will cover the return postage cost.
Damages & Issues
Please inspect your order upon arrival and contact us immediately if your item is damaged, defective, incorrect, or arrives compromised.
Cacao, Matcha & Heat Policy
Cacao
If your cacao arrives melted in transit, please contact us within 24 hours of delivery and provide clear photos of:
- The product
- The packaging
- The outer parcel
To be eligible for a replacement, the parcel must not have been left unattended for an extended period or exposed to direct sunlight after delivery.
Once assessed and verified, we will arrange a replacement product.
Matcha
Matcha is a delicate product and must remain sealed to maintain freshness and quality.
If your matcha arrives damaged (e.g. punctured packaging, moisture exposure, broken seal), please contact us within 24 hours of delivery with clear photos of:
- The product
- The packaging
- The outer parcel
We cannot accept returns or replacements for matcha that has been opened or improperly stored after delivery.
Weather & Delivery Disclaimer
We pack all orders securely and dispatch promptly; however, we cannot control weather conditions or handling during transit.
By placing an order, you acknowledge the risk of heat exposure (for cacao) and delivery conditions outside our control.
We recommend selecting a delivery address where the parcel can be received promptly and stored appropriately:
- Cacao should be kept out of direct sunlight.
- Matcha should be stored in a cool, dry place.
Shipping & Delivery
Once your parcel has been handed over to Australia Post or our courier partners, delivery timeframes and delays are outside our control.
If a parcel becomes lost or significantly delayed, we will assist you in lodging an investigation. Refunds can only be issued once the carrier has completed their assessment.
Please ensure your shipping address is entered correctly at checkout. We cannot refund or replace orders delivered to an incorrectly supplied address.
Exchanges
If you would like to exchange an item, please contact us.
Exchanges follow the same eligibility requirements as returns:
- Unused
- Unopened
- In original packaging
- Proof of purchase required
Return shipping for exchanges:
- Covered by you for change of mind
- Covered by us if the exchange is required due to an error on our part
Non-Returnable Items
We cannot accept returns on:
- Opened or used cacao products (food safety requirement)
- Opened matcha products
- Products stored incorrectly after delivery
Approved Return Timeframe
Once your return has been approved, the item must be posted back within 7 days.
Returns sent after this period may not be accepted.
Refunds
Once we receive and inspect your return, we will notify you of the outcome.
If approved, refunds will be processed to your original payment method within 5 business days.
Please note your bank or card provider may take additional time to finalise the refund.
Refunds apply to the product cost only and do not include original shipping fees, unless the return is due to an error on our part.
If 15 business days have passed since approval and you have not received your refund, please contact us.