Last updated: August 27, 2026

Overview

At New You Brew, we stand behind the quality of our products. If something is not right with your order, we will work with you to assess the issue and provide an appropriate solution.

This policy operates in addition to your rights under the Australian Consumer Law and does not exclude, restrict or replace those rights.

Change of mind

We accept change-of-mind returns for tea products where the packet remains unopened, sealed and in a condition suitable for resale.

Please contact us at customersupport@newyoubrewau.com before returning an item. Returns sent without contacting us first may take longer to process.

For an approved change-of-mind return:

• the tea packet must remain unopened and sealed;

• the customer is responsible for the return postage;

• original shipping charges are not refundable;

• the product will be inspected before the refund is approved;

• the refund will be issued to the original payment method after the return has been received and accepted.

Opened tea products cannot be returned or refunded for change of mind, taste preference or personal expectations.

This change-of-mind policy does not limit your rights where a product is faulty, unsafe, damaged, incorrect or otherwise does not meet the Australian Consumer Law consumer guarantees. A faulty product does not automatically lose consumer-guarantee protection merely because it has been opened.

Faulty, damaged or incorrect products

Please contact us if your order:

• arrives damaged;

• is faulty or unsafe;

• contains the wrong product;

• is materially different from its description;

• is missing an item;

• does not otherwise meet the consumer guarantees under the Australian Consumer Law.

Depending on the circumstances and the seriousness of the problem, the available solution may include a replacement, refund or another remedy required by law.

For a major problem, the customer is generally entitled to choose between a refund and a replacement. New You Brew may assess the product and the circumstances before confirming the appropriate remedy.

How to report a problem

Please contact us at customersupport@newyoubrewau.com

• your order number or other proof of purchase;

• a description of the problem;

• photographs of the product, packaging and shipping box where relevant;

• details of the solution you are requesting.

Photos help us assess damage or fulfilment issues quickly, but they do not replace your rights under the Australian Consumer Law.

New You Brew may request reasonable proof that the product was purchased from us. Proof may include an order confirmation, receipt, payment record or order reference.

Refunds and replacements

Where a refund is approved:

• the refund will generally be returned to the original payment method;

• processing time may depend on your bank or payment provider;

• you will be notified when the refund has been processed.

Store credit may be offered as an option, but it will not replace a refund where you are legally entitled to one unless you agree to accept the credit.

Where a replacement is approved, we will confirm the replacement and delivery arrangements with you.

Returning a product

Please do not send a product back before contacting us.

We may ask you to return the product so it can be inspected. Where a return is required because the product is faulty, damaged, incorrect or otherwise does not meet the consumer guarantees, New You Brew will arrange or cover reasonable return-delivery costs where required.

A returned product does not have to be unopened or in its original packaging where the customer is exercising valid consumer-guarantee rights.

Opened tea products

Opened tea products are not accepted for a simple change of mind or taste preference.

However, opening a product does not remove your rights where the product is faulty, unsafe, incorrect or otherwise fails to meet the Australian Consumer Law consumer guarantees.

Incorrect use

A refund or replacement may not be available where the problem was caused by misuse, incorrect storage or use that was inconsistent with the supplied instructions.

This does not affect any rights that apply where the product itself was faulty, unsafe or not as described.

Delivery problems

Contact us if your order is:

• lost in transit;

• delivered damaged;

• missing items;

• delivered with incorrect products.

New You Brew will review the tracking and fulfilment records and work with our fulfilment partner and carrier to resolve qualifying delivery issues.

Original delivery charges will not normally be refunded for a simple change of mind. This does not limit any entitlement relating to delivery charges where the order or product does not meet the consumer guarantees. The ACCC has specifically warned against blanket terms stating that delivery fees are never refundable or that customers must always pay the return-delivery cost for faulty products.

Incorrect address details

Customers are responsible for checking that the delivery details supplied at checkout are accurate.

Contact us as soon as possible if an address needs to be corrected. We will try to update the order before dispatch, but changes cannot be guaranteed once the parcel has entered the delivery network.

Where a parcel is returned because an incorrect or incomplete address was supplied, additional postage may be required before it is sent again.

This does not apply where the address or delivery error was caused by New You Brew or our fulfilment process.

Contact

For return, refund or order enquiries, contact:

Email: customersupport@newyoubrewau.com

Please include your order number and a brief description of the issue.

We aim to respond within 1–2 business days.