Refund policy

This policy applies to all Quilton products purchased either through a retail store or through our online webstore at quilton.com.au. Please read the relevant section for your purchase channel below.

1. In-Store Purchases

1.1 Returning Unopened Packs

When returning a Quilton pack in its original, unopened packaging, please return it to the same store where you originally purchased it. Quilton does not issue refunds for unopened packs; however, the retailer may issue a refund or exchange in accordance with their own returns policy.

1.2 Faulty Products — Full or Partial Refund/Reimbursement

We are committed to providing our customers with high-quality products. If you receive a faulty product purchased in store, you may be eligible for a full or partial refund or reimbursement. To submit a claim, you must provide:

• Proof of purchase — a receipt or the product batch code; and
• Photographic evidence clearly showing the product fault.

All claims must be submitted online at quilton.com.au/feedback.

1.3 Refund Form — In-Store Purchases

Once your refund request has been approved, we will issue a refund in the form of a Coles or Woolworths digital voucher. The maximum reimbursement will equal the retail value of one pack of the faulty product.

2. Online Purchases (quilton.com.au)

2.1 Change of Mind Returns

We do not accept change of mind returns for products purchased through our online store. Please choose carefully before placing your order. If you have questions about a product before purchasing, please contact us at quilton.com.au/feedback prior to completing your order.

2.2 Faulty Products — Full or Partial Refund/Reimbursement

If you receive a faulty product through our online store, you may be eligible for a full or partial refund or reimbursement. To submit a claim, you must provide:

• Proof of purchase — your order confirmation email or order number; and
• Photographic evidence clearly showing the product fault.

All claims must be submitted online at quilton.com.au/feedback.

2.3 Refund Form — Online Purchases

Once your online refund request has been approved, we will issue a refund to the original payment method used at the time of purchase. Processing times may vary depending on your financial institution. The maximum reimbursement will equal the retail value of one pack of the faulty product, inclusive of any applicable shipping costs paid.

2.4 Damaged in Transit

If your order arrives damaged in transit, please contact us within 48 hours of delivery. Provide photographic evidence of the damaged packaging and product along with your order number. We will assess your claim and, where eligible, arrange a replacement or refund at our discretion.

3. General Conditions (Applies to All Purchases)

3.1 Submission of a Request Does Not Guarantee Approval

Submitting a refund or reimbursement request does not guarantee approval. We may require additional information to support your claim and will contact you if this is necessary. We reserve the right to decline any request that does not comply with this policy. Once we have reviewed your request and supporting documents, we will notify you of the outcome — whether it is approved, declined, or if further information is required.

3.2 Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. This policy does not limit or exclude your rights under the Australian Consumer Law.

3.3 Contact Us

For any queries relating to this policy or your refund request, please contact us via:

• Online form: quilton.com.au/feedback