Returns, Refunds & Exchanges Policy

At The Artisans Bottega, we take care to check, prepare and package orders before dispatch. We also provide detailed product information to help customers select products suitable for their needs.

We understand that issues can occasionally arise. This policy explains our approach to returns, exchanges, cancellations, faulty products and damaged goods.

This policy applies to purchases made online and in-store at The Artisans Bottega.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

Nothing in this Returns, Refunds & Exchanges Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

Where a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances and whether the failure is major or minor.

Any voluntary return or exchange conditions, restocking fees and notification periods described in this policy are separate from your rights under the Australian Consumer Law.

Change of Mind

The Artisans Bottega does not automatically provide refunds, returns or exchanges because you have changed your mind.

A change of mind includes situations where you:

• ordered the wrong product, size, model or quantity;
• no longer want or need the product;
• found the product elsewhere at a different price;
• selected a product that is unsuitable for your intended use where no incorrect advice or representation was provided by us; or
• otherwise decide you no longer require the product.

However, for certain eligible products, The Artisans Bottega may approve an exchange, store credit or refund at our discretion.

You must contact us within 48 hours of receiving or collecting your order if you wish to request a discretionary change-of-mind return or exchange.

Approval must be obtained from The Artisans Bottega before any goods are returned.

Conditions for Change-of-Mind Requests

To be considered, the product must be:

• unused;
• unopened where applicable;
• undamaged;
• complete with all parts, accessories, manuals and documentation;
• in its original packaging; and
• in a condition suitable for resale as a new product.

All approved change-of-mind returns or exchanges are subject to inspection.

A restocking fee of up to 20% may apply. The amount is determined by The Artisans Bottega depending on the product and the inspection, testing, repackaging, handling and administration required.

Return freight and any original freight charges are the responsibility of the customer for change-of-mind requests.

The Artisans Bottega reserves the right to decline a discretionary change-of-mind request.

Condition of Returned Products

Approval to send a product back does not guarantee that a refund, credit or exchange will be issued.

All returned products will be inspected after they are received by The Artisans Bottega.

If a product is returned used, damaged, incomplete, incorrectly packaged, missing accessories, manuals, components or original packaging, or is otherwise not in the condition described by the customer when the return was authorised, The Artisans Bottega may refuse the discretionary return or exchange.

Where appropriate, additional costs associated with missing components, damage, testing, cleaning, repackaging or restoring the product to a saleable condition may also be taken into consideration when determining any applicable restocking fee, credit or exchange.

This section applies to discretionary returns and exchanges and does not limit any rights under the Australian Consumer Law.

Machinery and Equipment

Machinery and equipment are not accepted for a change-of-mind return or refund.

However, where a customer has selected the wrong machine or equipment, The Artisans Bottega may, at its discretion, approve an exchange for another product.

An exchange request must be made within 48 hours of receiving or collecting the product.

To be considered for an exchange, the machinery or equipment must be:

• unused;
• undamaged;
• complete with all original accessories, parts and manuals;
• in its original packaging; and
• suitable for resale as a new product.

An exchange or restocking fee of up to 20% may apply to cover inspection, testing, repackaging, handling and administration.

If the replacement product costs more than the original product, the customer must pay the difference.

Once machinery or equipment has been used, it cannot be exchanged because of change of mind or incorrect selection.

These conditions do not affect your rights where machinery or equipment is faulty or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

Food, Consumables and Perishable Products

For food safety, hygiene and product integrity reasons, we do not accept change-of-mind returns, refunds or exchanges for food, consumables, refrigerated or perishable products.

This includes, but is not limited to:

• natural and synthetic casings;
• salami and sausage casings;
• spices and seasonings;
• cultures;
• salts;
• curing products;
• additives;
• sauces;
• ingredients;
• refrigerated products; and
• other food and consumable products.

This applies whether or not the package has been opened.

This exclusion applies to change-of-mind requests only and does not affect rights that may apply under the Australian Consumer Law where goods are faulty, unsafe, incorrectly supplied or otherwise fail to meet a consumer guarantee.

Lay-bys, Special Orders and Pre-orders

Lay-by purchases, special orders and pre-orders are not eligible for change-of-mind refunds, returns or exchanges.

This includes products specifically ordered, reserved, sourced or brought into stock for a customer at their request.

Customers should confirm the product, specifications, quantity and suitability before placing a special order or pre-order.

Deposits, payments or other amounts associated with a lay-by, special order or pre-order may also be subject to the specific terms agreed to at the time the order was placed.

This restriction applies to change of mind and does not exclude any rights or remedies that cannot be excluded under the Australian Consumer Law.

Order Cancellations Before Dispatch

If you request cancellation of an order after it has been placed but before it has been dispatched, a cancellation fee of 20% of the order value or $5, whichever is greater, may apply.

Order processing can involve payment transaction fees, administration, picking, processing and staff handling before an order is physically dispatched.

Please contact us as soon as possible if you need to cancel an order.

Once an order has been dispatched, it cannot be treated as a pre-dispatch cancellation.

Incorrect Product Ordered by the Customer

If you accidentally order the wrong product, size, model or quantity, this is considered a change-of-mind request.

Depending on the product, we may approve an exchange, store credit or refund at our discretion.

The request must be made within 48 hours of receiving or collecting the order, and the product must meet our change-of-mind conditions.

A restocking fee of up to 20% may apply.

The customer is responsible for all return shipping costs and, where an exchange is approved, any additional delivery charges and product price differences.

Consumable, food, refrigerated and perishable products are excluded from change-of-mind returns and exchanges.

Machinery and equipment are subject to the separate Machinery and Equipment conditions above.

Incorrect Product Supplied by The Artisans Bottega

If we have sent you a product different from the product you ordered, please contact us as soon as possible and preferably within 48 hours of receiving your order.

Please provide:

• your invoice or order confirmation;
• your order number;
• photographs of the product received; and
• details of the product you were expecting.

Where the error was made by The Artisans Bottega, no restocking fee will apply.

We will provide you with a return shipping label and cover the reasonable freight costs required to return the incorrectly supplied product and correct the order.

Faulty Products

If you believe a product is faulty, please contact The Artisans Bottega as soon as possible.

Where an issue is visible or apparent when the product is delivered or collected, we ask that you notify us within 48 hours. 

Please provide:

• your invoice or order confirmation;
• a description of the problem;
• clear photographs where applicable; and
• a video showing the fault where this will assist with diagnosis.

Depending on the product and issue, we may need to inspect or test the product or arrange an assessment by an authorised service agent, supplier or third-party technician.

If testing determines that the product is operating normally, or that the problem was caused by misuse, accidental damage, incorrect operation, incorrect installation, unauthorised modification or another cause not covered by applicable consumer guarantees or warranty terms, the customer may be responsible for assessment, repair and transport costs where applicable.

Where a product fails to meet a consumer guarantee, the appropriate remedy will be determined in accordance with the Australian Consumer Law.

The requested 48-hour notification period for immediately apparent issues assists us in investigating claims and does not limit rights or remedies that cannot be excluded under the Australian Consumer Law.

Manufacturer Warranties

Some products sold by The Artisans Bottega include a manufacturer’s warranty.

Manufacturer warranties operate in addition to, and do not replace, your rights under the Australian Consumer Law.

Depending on the product, we may work with the manufacturer, distributor or authorised service agent to assess or resolve a warranty claim.

Please contact The Artisans Bottega before sending a product directly to a manufacturer or service agent unless you have been specifically instructed to do so.

Damaged Goods and Transit Damage

We take care when preparing and packaging orders for delivery.

Customers should inspect their order as soon as possible after it arrives.

If the external carton or packaging appears damaged, please photograph the unopened package before opening it wherever possible.

If you discover transit damage, please contact us as soon as possible, preferably within 48 hours of delivery, and provide:

• photographs of the external shipping carton;
• photographs of the internal packaging;
• photographs of the damaged product;
• a photograph of the shipping label; and
• your order number or invoice.

Where possible, visible damage should also be brought to the attention of the courier or delivery representative at the time of delivery.

Prompt notification and photographs are important because they may be required for us to investigate the shipment or lodge a claim with the carrier.

Glass and Fragile Products

Glass bottles, laboratory glassware and other fragile products require special handling during transport.

The Artisans Bottega takes utmost care when packing glass and fragile products, including using appropriate protective packaging to reduce the risk of breakage.

Customers should be aware that transporting glass and other fragile products carries an inherent risk of breakage. Many freight carriers and transit insurance arrangements exclude glass and fragile products from damage cover.

As a result, The Artisans Bottega does not voluntarily offer refunds, credits or replacements solely for glass or fragile items broken during transit where the carrier or applicable transit insurance excludes such damage from cover.

If a shipment containing glass or fragile products arrives damaged, please:

1. photograph the unopened external carton before opening it wherever possible;
2. photograph the internal packaging;
3. photograph all damaged or broken products;
4. retain the packaging while the matter is being assessed; and
5. contact us as soon as possible, preferably within 48 hours.

We will review the circumstances of the shipment and any available carrier claim.

Nothing in this section excludes, restricts or modifies any rights or remedies that cannot legally be excluded under the Australian Consumer Law.

Clearance, End-of-Line and NQR Products

Clearance and end-of-line products are not eligible for change-of-mind returns, refunds or exchanges.

Products sold as damaged, imperfect, Not Quite Right (NQR), ex-display or otherwise discounted because of a specifically disclosed defect cannot be returned because of that particular defect where the customer was made aware of it before purchase.

This does not exclude any rights that may apply under the Australian Consumer Law in relation to other faults or issues that were not disclosed before purchase.

Products that are simply on promotion or sale are not automatically treated as clearance products for the purposes of this section.

Other Non-Returnable Products

Change-of-mind returns or exchanges are not available for:

• gift cards;
• downloadable software or digital products;
• food and consumables;
• refrigerated or perishable products;
• clearance and end-of-line products;
• lay-bys;
• special orders and pre-orders;
• used machinery and equipment;
• health, hygiene or personal care products where accepting a return would create a hygiene or safety concern;
• hazardous materials;
• flammable liquids or gases where they cannot safely or legally be returned; and
• products sold with a specifically disclosed defect in relation to that disclosed defect.

These exclusions relate to voluntary returns and do not exclude rights that cannot be excluded under the Australian Consumer Law.

Proof of Purchase

Proof of purchase is required for returns, exchanges, refunds, warranty assessments and other product claims.

Accepted proof of purchase includes:

• a The Artisans Bottega tax invoice; or
• an online order confirmation.

Please include your order number wherever possible.

Return Authorisation

Please do not send a product back to us without contacting The Artisans Bottega first.

All returns and exchanges must be reviewed and authorised by our team before goods are returned.

Contact us:

Email: support@artisansbottega.com.au
Phone: (03) 9422 1711

Once your request has been reviewed, we will provide the appropriate return instructions.

Return Shipping Costs

Unless the return is required because of an error made by The Artisans Bottega, the customer is responsible for arranging and paying return shipping costs.

This includes approved change-of-mind returns or exchanges and situations where the customer ordered the wrong product.

Original freight charges are non-refundable once the freight service has been provided, except where otherwise required by law.

If The Artisans Bottega supplied the incorrect product or made an error with your order, we will provide a return shipping label and cover the reasonable return freight costs.

For products claimed to be faulty, please contact us before arranging return freight so we can advise you of the appropriate assessment and return process.

Where a product is confirmed to have a problem covered by the Australian Consumer Law, The Artisans Bottega will meet its obligations regarding reasonable return or transportation costs.

For customer-arranged returns, we recommend using a trackable shipping service and appropriate transit protection. The customer is responsible for ensuring an authorised discretionary return reaches us safely.

Courier Collections and Missed Collections

Where The Artisans Bottega, a supplier, service agent or courier arranges collection of a product from the customer, the customer must ensure that the product is appropriately packaged and available for collection at the agreed location, date and time.

Where requested, customers must provide suitable collection availability during normal courier collection hours.

If a courier attends the agreed location at the agreed time and is unable to collect the product because the customer is unavailable, the product is not ready, access cannot be provided or the collection otherwise cannot proceed due to circumstances within the customer’s control, any additional courier or rebooking charges may be passed on to the customer.

This does not apply where the failed collection was caused by The Artisans Bottega, the courier, service agent or another party responsible for arranging the collection.

Click & Collect

For Click & Collect purchases, the product is considered received on the date the customer collects the order.

The 48-hour period for requesting a discretionary change-of-mind return or exchange begins on the collection date.

Customers should inspect their products promptly after collection and contact us as soon as possible if there is an issue.

International Orders

Customers placing international orders are responsible for confirming that products can legally be imported into their destination country and comply with applicable customs, quarantine, electrical and other local requirements.

Fresh and perishable products, including products such as fresh casings, are not eligible for international shipping.

Where an international order contains an item that cannot be shipped to the destination country, the affected item or order may be cancelled and refunded.

An administration or cancellation fee of up to 20% may apply on a case-by-case basis, depending on the circumstances and costs already incurred in processing the order.

Electrical Products

Customers are responsible for confirming that electrical products are compatible with the voltage, frequency, plug requirements and electrical standards of their destination country before ordering.

Most of our electrical products operate at 220 to 240 volts and 50 Hz.

Please check the specifications of the individual product before purchasing.

How to Request a Return, Exchange or Product Assessment

Before returning any product, contact our team:

The Artisans Bottega
218 Cooper Street
Epping VIC 3076

Email: support@artisansbottega.com.au
Phone: (03) 9422 1711

Please provide:

• your name;
• your order number;
• your invoice or order confirmation;
• the reason for your request;
• photographs where applicable; and
• videos where required to demonstrate a product fault.

Our team will review your request and advise you of the next steps.

Please do not send goods back without return authorisation and do not send products directly to the manufacturer unless instructed by The Artisans Bottega.