Refunds & Returns Policy

Last updated: 5th January 2026

We want you to love your purchase, and we are committed to meeting our obligations under the Australian Consumer Law (ACL).

This policy explains when you may be entitled to a repair, replacement, or refund, and how to contact us if there is a problem.

1. Your Rights Under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Competition and Consumer Act 2010 (Cth).

You are entitled to a remedy if a product has a major or minor fault, including where it is:

  • faulty or damaged

  • unsafe

  • significantly different from the description or images

  • not fit for its normal purpose or a purpose you told us about

Remedies

  • Major problem → you may choose a refund or replacement

  • Minor problem → we may repair the item, replace it, or offer a refund

We may ask for reasonable proof of purchase.

Nothing in this policy limits your rights under Australian Consumer Law.

2. Change-of-Mind Returns

We do not offer refunds or returns for change of mind, incorrect choice, or where the item is no longer wanted.

Food Products (Chilli Jam)

For health and safety reasons, we cannot accept returns of food items unless they are defective or unsafe.

3. Damaged or Faulty Items

Please inspect your order when it arrives.

If your item is damaged, broken, leaking, or appears faulty, contact us within 7 days of delivery with:

  • your name and order number

  • a description of the issue

  • clear photos of the product and packaging

We’ll assess the issue and work with you on the appropriate remedy under ACL.

4. Ceramics — Handmade Variation

Our ceramics may have slight variations in glaze, colour, or texture due to the handmade nature of the products.

These natural variations are not considered faults unless they significantly affect function or durability.

5. Returning Items

Where a return is required:

  • we will provide instructions and a return address

  • do not send items back until we confirm the return

  • items must be packaged securely (ideally in original packaging)

If the product is confirmed faulty or defective, we cover reasonable return shipping costs.

If the item is found not to have a fault covered under ACL, return shipping costs may be at your expense.

6. Refunds

Approved refunds will be processed to your original payment method.

Processing times may vary depending on your bank, but typically appear within 5–10 business days.

We do not refund delivery fees unless required by law (for example, where the product has a major failure).

7. Incorrect or Missing Items

If you receive the wrong item or something is missing from your order, please contact us promptly and we’ll correct it as quickly as possible.

8. How to Contact Us

If you believe there is a problem with your purchase, please contact us:

  • Email: hello@oliverjames.com.au

  • Postal address: 176 Newell St, Cairns City, 4870, Queensland, Australia

Please include your order number so we can help you faster.