Return and Refund Policy

Last Updated: 12 November 2026

At PureBrew Living, we believe that preparing tea should be a simple and enjoyable ritual. Whether you are choosing a tea set for quiet mornings, exploring accessories for a more convenient brewing routine or selecting tools to share tea with family and friends, we want every order to arrive as expected.

We understand that sometimes a purchase may not be quite right. An item may arrive damaged, a product may be different from what you ordered, or you may simply change your mind. This policy explains how returns and refunds are handled when you shop at www.smartkitchenbox.com.

This policy is intended to operate alongside the Australian Consumer Law (ACL). Nothing in it excludes, restricts or replaces any consumer right or remedy that cannot lawfully be excluded.

1. Change-of-Mind Returns

If you change your mind about a purchase, you may request a voluntary return within 30 days of the date your order is delivered, provided the item meets the conditions below.

For a change-of-mind return to be considered:

• The product must be unused and in its original condition.

• Tea-brewing tools and accessories must be clean and free from signs of use, stains, residue or odours.

• Tea sets must be returned complete, including all pieces and accessories supplied as part of the set.

• Products must not have chips, cracks, scratches, dents or other damage caused after delivery.

• Original packaging, inserts, protective materials and included components should be retained and returned where reasonably possible.

• The product must not have been modified, repaired or altered after delivery.

Please contact us before sending an item back. We will review your request and provide the appropriate return instructions.

Our 30-day change-of-mind arrangement is a voluntary store policy. It is separate from your rights under Australian Consumer Law if a product is faulty, damaged, unsafe or not as described.

2. Tea Sets and Product Completeness

Tea sets may contain several coordinated pieces or accessories intended to be supplied together. If you request a voluntary change-of-mind return, the complete set should be returned.

Before sending a set back, please check that all components supplied with the original order are included. Missing pieces, signs of use or damage may affect eligibility for a voluntary change-of-mind return.

If a component was missing when the order first arrived, or a piece was damaged or faulty on delivery, please contact us. Such issues will be assessed separately under the applicable consumer guarantees and will not automatically be treated as a change-of-mind return.

3. Used or Washed Products

For hygiene and product-condition reasons, we generally cannot accept voluntary change-of-mind returns for tea tools, brewing accessories or tea set components that have been used, washed or exposed to tea, water or other substances.

This includes products showing tea stains, liquid residue, odours, scratches, chips, cracks or other signs of use.

However, this condition does not remove your statutory rights. If a product has a defect or does not meet an applicable consumer guarantee, you may still be entitled to a remedy even if you have unpacked or used the product to the extent reasonably necessary to identify the problem.

4. Damaged, Faulty, Incorrect or Incomplete Orders

We take care when preparing orders, but issues can occasionally occur. Please contact us if:

• A tea set or accessory arrives cracked, chipped, broken or otherwise damaged.

• A brewing tool has a manufacturing fault.

• You receive a product, variation or quantity different from the one shown in your order confirmation.

• A tea set arrives with one or more pieces missing.

• The product materially differs from its description.

• A product is unsafe or does not perform as reasonably expected.

To help us assess the issue, please email help@smartkitchenbox.com and provide:

1. Your order number.

2. The name of the affected product.

3. A description of the problem.

4. Clear photographs of the item and any visible damage, where possible.

5. Photographs of the parcel and outer packaging if the damage may have occurred during delivery.

Please keep the affected product and packaging until we have advised whether they are required for assessment.

We will review the information and explain the next steps. Where a product fails to meet an applicable consumer guarantee, we will provide the remedy required by Australian law.

Depending on the circumstances, a remedy may include a repair, replacement or refund. If there is a major failure, consumers generally have the right to choose between a refund and replacement. If the failure is minor and can be remedied, the business may be entitled to resolve it within a reasonable time.

5. How to Request a Return

Please follow the steps below:

Step 1 – Contact our customer service team

Email help@smartkitchenbox.com and include your order number, the product name and the reason for your request.

Step 2 – Receive return instructions

We will review your enquiry and explain whether the request can proceed as a voluntary return or needs to be assessed as a product issue under the ACL.

Please do not send a parcel to an address until we have confirmed the correct return destination.

Step 3 – Prepare the product

For an approved voluntary return, ensure the item is unused, clean and securely packed. For a tea set, include all pieces and accessories supplied with the original purchase.

Step 4 – Send the parcel

Use the return method and address confirmed by our team. We recommend keeping any postage receipt and tracking information until the matter has been finalised.

The business address displayed in our Contact Information section is not automatically a returns warehouse. Please obtain the correct return address from us before sending a product.

6. Return Shipping Costs

For voluntary change-of-mind returns, the customer is responsible for the cost of returning the product unless we agree otherwise.

If a return is required because a product is faulty, damaged on arrival, incorrect or otherwise fails to meet an applicable consumer guarantee, we will handle reasonable return arrangements and costs in accordance with the ACL.

We will not require a customer to bear return costs where doing so would be inconsistent with their statutory rights.

7. Refund Assessment and Processing

Once an authorised return has been received, we will assess the product's condition and review the reason for the return.

If a refund is approved, it will generally be issued to the original payment method. The time required for the funds to appear in your account may depend on your bank, card issuer or payment provider.

For a voluntary change-of-mind return, the refund will generally cover the amount paid for the returned product. Original shipping charges, if any, are not automatically refundable for a change-of-mind return unless required by law or agreed by us.

Where a refund is required under the ACL, the refund amount and any associated delivery costs will be handled in accordance with applicable legal requirements.

We will communicate the assessment outcome and any relevant next steps by email.

8. Exchanges

If you would prefer a different tea accessory, brewing tool or tea set, please contact us at help@smartkitchenbox.com.

An exchange may be arranged where the requested product is available and the original item meets the relevant return conditions. If an exchange is not possible, we will explain the alternatives available.

An exchange under this voluntary policy does not replace any statutory remedy to which you may be entitled.

9. Order Cancellation Before Dispatch

If you wish to cancel an order, please contact us as soon as possible and include your order number.

Where an order has not entered the packing or dispatch process, we will make reasonable efforts to stop it. Once an order has been packed, dispatched or handed to a delivery provider, cancellation may no longer be possible. In that case, you may need to follow the return process after receiving the parcel.

This does not affect any cancellation or refund right that applies under Australian law.

10. Australian Consumer Law

Products sold by PureBrew Living are subject to applicable consumer guarantees under the Australian Consumer Law.

These guarantees include rights relating to acceptable quality, correspondence with description and fitness for a particular purpose where the relevant legal requirements are met.

A product's suitability and expected quality may depend on its description, stated features, price and the circumstances of sale. If a product fails to meet an applicable consumer guarantee, the available remedy depends on the nature and seriousness of the failure.

Our voluntary 30-day change-of-mind policy does not replace or limit these statutory rights. Your consumer guarantees do not automatically expire when the voluntary return period ends.

11. Contact Us

For return, refund or exchange enquiries, please contact:

PureBrew Living
Email: help@smartkitchenbox.com
Website: www.smartkitchenbox.com
Business Address: 14 Webster Street, Kingaroy, QLD 4610, Australia

Please include your order number in return-related correspondence so we can identify your purchase and assist you efficiently.