Refund policy

Return & Refund Policy

We want you to love what you ordered from Aussom Aussie. Please read the policy below carefully before requesting a return.

1. Return Window

We have a 30-day return policy, which means you have 30 days from the date of delivery to request a return.

If 30 days have passed since your order was delivered, we are unable to offer a refund or exchange, except where required by law.

2. General Return Eligibility

To be eligible for a return, your item must be:

  • In the same condition that you received it

  • Unworn or unused

  • In its original packaging (including any seals, shrink wrap, tamper-evident bands, and labels)

  • With tags attached (for apparel)

  • Accompanied by a receipt or proof of purchase

Items that do not meet these conditions may be refused or only partially refunded at our discretion.

3. Food Products – No Returns on Opened Items

Because of health and safety regulations, we cannot accept returns or provide refunds for any opened or used food items, including but not limited to:

  • BBQ sauces

  • Rubs & seasonings

  • Hot sauces

  • Provisions (e.g., Outback Candy candied jalapeños, Pickles & Peppers, Candy Jalapeños, etc.)

If a food product has been opened, unsealed, sampled, or partially consumed, it is not eligible for return or refund, unless there is a verified quality or fulfillment issue (wrong item sent, damaged in transit, etc.).

4. How to Start a Return

To request a return, please contact us at:

📧 ozorders@aussomaussie.com

If your return is approved, we will provide:

  • A Return Authorization (required)

  • Instructions on how and where to send your package

  • A return shipping label if applicable

All returns must be sent to:

Aussom Aussie BBQ

10632 N Scottsdale Rd

Scottsdale, AZ 85254

USA


⚠️ Important: Items sent back to us without first requesting a return and receiving approval will not be accepted.

You can always contact us at ozorders@aussomaussie.com with any questions about your specific item.

5. Who Pays for Return Shipping?

  • If the return is due to our error (wrong item, damaged in transit, defective), we may cover or reimburse reasonable return shipping costs.

  • For all other returns (change of mind, wrong size ordered, etc.), the customer is responsible for return shipping.

Original shipping charges are non-refundable unless we were at fault.

6. Damages, Defects & Wrong Items

Please inspect your order as soon as it arrives and contact us immediately if:

  • The item is defective

  • The item is damaged in transit

  • You received the wrong item

We may request photos of the packaging and products to help us evaluate the issue and improve future shipments. Once confirmed, we will work with you to replace the item or issue a refund, as appropriate.

7. Exceptions / Non-Returnable Items

The following items are non-returnable and non-refundable, except as required by law:

  • Opened or used food products (sauces, rubs, hot sauces, provisions)

  • Perishable goods and consumables

  • Custom or special-order products

  • Sale, clearance, or discounted items (including promotions and bundles clearly marked as final sale)

  • Gift cards

If you are unsure whether your item is eligible, contact us before sending anything back.

8. Exchanges

If you would like a different size or item:

  1. Request a return for the original product (if eligible).

  2. Once the return is approved, place a new order for the replacement item.

This ensures your new item ships as quickly as possible and stock is reserved.

9. European Union 14-Day Cooling-Off Period (WE DO NOT SHIP OUTSIDE THE USA)

 

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification (where applicable by law).

As above, the item must be:

  • In the same condition you received it

  • Unworn or unused

  • In its original packaging

  • With proof of purchase

Opened or used food products are still not returnable for health and safety reasons, except in cases of defect or error.

 

 

10. Refunds

Once we receive and inspect your return, we will notify you whether your refund is approved or denied.

If approved:

  • A refund will be issued to your original payment method within 10 business days.

  • Your bank or credit card provider may take additional time to post the refund.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at:

📧 ozorders@aussomaussie.com