Refund policy
If something is wrong with your order, email nixon.dindial@chittera.com and we will sort it out. The detail below is what you are entitled to.
Your rights under 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.
Nothing in this policy limits those rights. Where this policy offers you more than the law requires, the policy applies.
Why food is handled differently
Chittera is a sealed food product. Once a pouch has been opened we cannot verify how it has been stored, and we cannot resell it. That is the reason this policy separates unopened goods from opened ones — and it does not apply to the faulty goods section below, where your rights are the same either way.
Change of mind
We accept returns of unopened pouches within 30 days of delivery, where the pouch is:
- unopened, with the manufacturer's seal intact;
- undamaged, with labelling legible;
- in a condition we could not reasonably confuse with a used product.
Opened pouches cannot be returned for change of mind. This is a food safety limit, not a judgement about your reason.
Return postage on a change-of-mind return is paid by the customer. We recommend a tracked service — until a parcel reaches us it is still your parcel, and we cannot refund what does not arrive.
Change of mind is a courtesy on top of your legal rights, not a substitute for them.
Faulty, damaged, incorrect or not as described
If your order arrives damaged, is not what you ordered, or is not as described, you are entitled to a remedy under the Australian Consumer Law. This applies whether or not the pouch has been opened.
Contact us within 14 days of delivery with:
- your order number;
- a photograph of the product and, for transit damage, the outer packaging;
- a short description of the problem.
Where the failure is major, you choose between a refund and a replacement. Where it is not major, we may repair or replace within a reasonable time. We pay return postage on any faulty, damaged or incorrect item, and we will not ask you to post something back at your own cost to prove a fault we can see in a photograph.
A pouch that arrives past, or unreasonably close to, its best-before date is a faulty item under this section.
Allergen returns
Chittera contains cricket (Acheta domesticus). It is not suitable for anyone with a crustacean or shellfish allergy. This is stated on the product page, on the pouch, and at checkout.
If you ordered without noticing the allergen and the pouch is unopened, return it under change of mind above and we will refund it. If a pouch reached you without the allergen legible on its labelling, that is a failure of acceptable quality and we will refund it whether opened or not.
Cancelling before dispatch
Orders can be cancelled for a full refund at any point before dispatch. Email us with your order number. Once a parcel is with the carrier, the returns process above applies instead.
Parcels lost or damaged in transit
If tracking shows delivered and you do not have the parcel, or the parcel arrives visibly damaged, contact us. We will trace it with the carrier and, if it cannot be recovered, replace or refund the order. Pursuing the carrier is our job, not yours.
How to start a return
Email nixon.dindial@chittera.com with your order number and what you would like to happen. We will confirm the return address with your authorisation.
Please wait for that authorisation before posting anything. An unannounced parcel is hard to match to an order, which only slows your refund.
Refunds
Approved refunds go back to the original payment method. We process them within 5 business days of receiving and inspecting the return, or immediately on approval where no return is required. How quickly the money then appears is up to your bank or card issuer and is outside our control.
Refunds are issued in AUD, the currency the order was charged in.
Original shipping is refunded where the return is due to a fault, damage or our error. It is not refunded on a change-of-mind return.
If we cannot agree
Contact us first — most things resolve in an email. If we cannot resolve it, you can raise the matter with the Australian Competition and Consumer Commission, or with Consumer Protection Western Australia. Nothing in this policy prevents you from doing so.