RETURNS & REFUNDS POLICY

Last updated: October 2026

We take great care in making and packing ETCH and want every order to arrive as it should. If there is a problem with your order or product, please contact us and we'll assess the issue and provide a remedy where required under Australian Consumer Law.

This policy applies to purchases made directly from ETCH Sparkling. If you purchased ETCH from one of our stockists, please contact the retailer you purchased it from in the first instance.

CHANGE OF MIND & TASTE PREFERENCES

Please choose carefully, as ETCH does not offer refunds, returns, exchanges or store credits for change of mind or personal taste preference.

IF YOU BELIEVE THERE IS A PROBLEM WITH YOUR PRODUCT

If you believe your ETCH product is faulty, damaged, unsafe, incorrect or otherwise does not meet a consumer guarantee, please contact us at info@etchsparkling.com.au.

To allow us to properly assess your claim, we may reasonably ask you to provide:

• your order number or other proof of purchase;
• details of the issue;
• photographs of the product, cans and packaging;
• the batch or best-before information printed on the product; and
• any other information reasonably required to investigate the issue.

Where appropriate, we may ask you to retain the affected product and packaging while we investigate.

Providing this information helps us establish what has happened and, where relevant, raise the issue with our production or delivery partners.

DAMAGED PRODUCTS

If your ETCH order has been damaged in transit, please contact ETCH directly.

Where possible, please send us photographs showing the damaged cans and shipping carton. This helps us determine the extent and likely cause of the damage and raise the matter with the carrier.

Where a product has been damaged in transit and you are entitled to a remedy, we will provide the appropriate remedy in accordance with Australian Consumer Law.

Minor cosmetic damage to external packaging that does not affect the product itself will not necessarily constitute a faulty product.

Please see our Shipping & Delivery Policy for further information about deliveries, missing parcels and damage in transit.

NATURAL VARIATION

ETCH is made using natural ingredients, including Australian native fruits and herbs. As with many products made from natural ingredients, slight variations in flavour, aroma, colour or appearance may occur between batches.

Reasonable natural variation does not, by itself, mean that a product is faulty.

If you believe there is a problem with a product, please contact us so we can investigate.

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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

A major problem may include circumstances where a product is unsafe, significantly different from its description, substantially unfit for its normal purpose and cannot easily be remedied within a reasonable time, or has a problem of such significance that a reasonable consumer would not have purchased it had they known about the problem beforehand.

A product meeting its description and consumer guarantees but not matching an individual's personal preference does not, by itself, constitute a product fault or major failure.

Where a problem does not amount to a major failure, ETCH will provide an appropriate remedy in accordance with Australian Consumer Law.

INCORRECT ORDERS

If we send you the wrong product, please contact us and we'll arrange an appropriate remedy at no cost to you.

If an incorrect product, flavour, quantity or delivery option was selected when placing the order, this is considered a customer ordering error rather than a product fault.

If you notice an error after ordering, please contact us as soon as possible. If your order has not yet been processed or dispatched, we'll do our best to amend it, although changes cannot be guaranteed once fulfilment has commenced.

RETURNS

Please do not return products to us without contacting ETCH first.

Depending on the nature of the problem, we may be able to assess and resolve the matter using photographs and other information without requiring the drinks to be physically returned.

If a return is required, we will provide instructions.

Where Australian Consumer Law requires ETCH to cover reasonable return costs, we will do so.

REFUNDS

Where you are entitled to a refund under Australian Consumer Law, we will process the refund using your original payment method wherever reasonably possible.

Refunds are not provided for change of mind or personal preference where the product has been correctly supplied, is as described and otherwise meets the consumer guarantees under Australian Consumer Law.

SALE & PROMOTIONAL PRODUCTS

Products purchased on sale or as part of a promotion are subject to the same consumer guarantees under Australian Consumer Law.

However, purchasing a product on sale does not create a right to a change-of-mind or taste-preference refund.

CONTACT US

If you believe there is a genuine problem with your ETCH order, please contact us with your order details so we can investigate.

ETCH Sparkling Pty Ltd
Factory 4/25 Progress Street
Mornington VIC 3931
Australia

Email: info@etchsparkling.com.au