Last updated: 20 October 2026
We want your Gold & Sage order to arrive as it should. This policy explains our hygiene rules for tea returns and how we help if something is wrong with your order.
Change of mind and hygiene
For food safety and hygiene reasons, we do not accept change-of-mind returns, refunds or exchanges of our tea and other food products, whether opened or unopened. This includes ordering the wrong blend, deciding you no longer want an item, or simply not enjoying its flavour. Please check the product description, ingredients and your order carefully before purchasing.
This change-of-mind restriction does not apply to faulty, unsafe, damaged, incorrectly supplied or misdescribed goods, or limit your rights under Australian Consumer Law.
Your Australian Consumer Law rights
Our goods come with consumer guarantees that cannot be excluded under Australian Consumer Law. If a product has a major failure, you may choose a refund or replacement. You may also be entitled to compensation for reasonably foreseeable loss or damage. If a problem is not major, we will provide an appropriate remedy within a reasonable time, as required by law. Further remedies may be available if the problem is not resolved within a reasonable time.
These rights also apply to sale items. Opening a product to discover a problem, or no longer having its original packaging, does not automatically prevent a valid claim.
Damaged, faulty, unsafe or incorrect orders
Email admin@goldandsage.com.au with your order number or other proof of purchase and a description of the problem. If available, include photographs of the item and packaging, and the batch or best-before details. Contacting us promptly helps us investigate, but this is not a fixed deadline that removes your statutory rights.
Do not consume a product you believe may be unsafe. Keep the item and any remaining packaging where it is safe to do so, and contact us for instructions before posting food back. We may reasonably assess a reported problem before providing a remedy.
Returns and refund payments
We will explain whether a return is needed and how to arrange it. Where a product problem covered by Australian Consumer Law is confirmed, we will reimburse reasonable return postage costs. Please keep any postage receipts.
Where a refund is due, it will ordinarily be paid to the original payment method unless we agree otherwise with you. We will not require you to accept store credit instead of a refund you are legally entitled to receive. Your bank or payment provider may take additional time to show the credit.
Order changes, cancellations and delivery
If you notice an order or address mistake, contact us as soon as possible. We will check whether a change or cancellation is still possible before dispatch, but cannot guarantee a request can be accommodated once an order is being prepared or has been sent.
Please check the delivery address and any delivery charges shown at checkout. If an order is delayed, missing or arrives damaged, contact us so we can investigate and help resolve the issue. Your consumer guarantees remain in place.
Contact us
For order, return or refund questions, email admin@goldandsage.com.au. See our Privacy Policy for how we handle information supplied with your enquiry.